Every call to the right agent. Every queue in view.
When calls land on whoever is free and the numbers live in spreadsheets, customers wait and supervisors guess. 9bx routes each call through your queues, shows the floor live and keeps the recording on the customer record.
- For ten agents or several hundred
- Hosted, or on your own server
- Agents on browser, desk phone or SIP app
- ring strategies, from longest idle to fewest calls
- 6
- agent levels — level 2 rings only when level 1 is busy
- 1–9
- callback attempts while the caller keeps their place
- 3
- between wallboard refreshes
- 5 s
What a call centre needs, on the same platform as the PBX.
Queues, agents and supervisors share one system with your CRM and helpdesk — not a bolt-on dialler.
Queues
Ring all, longest idle, round robin, top down, fewest calls or random — with max wait and max callers.
Agent levels
Put agents on levels 1–9 so senior or overflow agents ring only when the first level is busy.
VIP first & sticky agent
Tagged VIP callers jump the line, and repeat callers ring their previous agent first.
Queue callback
Callers press a key to be called back without losing their place — up to three attempts.
Live wallboard
Waiting, longest wait, service level, abandoned and agents free — on a TV in full screen.
Listen, whisper, barge
Coach on a live call and switch modes without dropping it. Every action is logged.
Wrap-up
Topic, category, note and follow-up after every call — optional, or required with a time limit.
After-call survey
Callers rate the call from 1 to 5 on the keypad. Results go to the CSAT report.
Reports
Queue, break, call CSAT and agent performance reports, emailed daily, weekly or monthly.
From the first ring to the right agent.
- IVR01The caller choosesAn IVR menu sends them to the right queue.
- PRIORITY02VIPs move upTagged callers jump the line; repeat callers go to their last agent.
- WAIT03Position and wait timeAnnouncements, hold music — or a callback instead.
- RING04Agents ring by levelLevel 1 first, then overflow levels when everyone is busy.
- WRAP-UP05Filed and ratedTopic, note, follow-up task and the caller’s rating.
Queues you tune to the way your floor works.
Set the strategy, how long each agent rings, how long callers may wait and what they hear meanwhile. Give the queue an answer-time target and alert supervisors when calls wait too long. When time runs out, send the call wherever you choose.
- Position & estimated wait announcements
- Answer-time target & alerts
- Timeout destination
- Break reasons & wrap-up time
Routing, supervision and deployment in detail.
The call centre module page covers how calls are routed, what supervisors see and where 9bx can run.
Know what’s happening on the floor — right now.
The wallboard shows every queue’s waiting calls, longest wait, service level and abandoned calls, colour-coded against your targets. Live calls let you listen in, whisper to the agent or barge in when a call needs help.
- Wallboard in TV mode
- Service level colour-coded
- Listen, whisper & barge
- Long-wait alerts
Numbers that make Monday’s meeting short.
Queue reports show offered, answered and abandoned calls, service level, average speed of answer and handling time. Agent performance ranks people by calls, handling time, CSAT, tickets resolved and more — and any report can arrive by email on a schedule.
- Queue & break reports
- Agent performance ranking
- Call CSAT by agent or queue
- Scheduled email reports
Teams of ten agents and teams of several hundred run on the same platform. Plan limits — such as the number of queues — are listed on the pricing page.
Try it on your own call flows.
Start a trial and set up your own queues, menus and agents — or talk to us about a larger floor.