Premium Lead Center Features

This article is about the new version of Lead Center. For information about our original Lead Center offering, check out these support articles

Lead Center is CallRail's all-in-one communication platform that brings together all of your leads in a single inbox. By upgrading to a Premium Lead Center plan, the Agents you add to Lead Center will have greater access to tools and features that personalize your customer's experience.

Advanced Call Monitoring

Call monitoring allows administrators and Agents to join and listen to live calls. When subscribed to a premium Lead Center plan, Agents have two additional types of call monitoring they can use, including:

  1. Whisper monitoring, where you join a live call and talk directly to the Agent. The caller won't hear you.
  2. Barge monitoring, where you can join a live call and talk with both the caller and Agent.

Once your Agents are on the Premium Lead Center plan, you can grant them call monitoring permissions so they can listen to their teammate's calls.

See how to give your agents monitoring permissions and monitor calls

Warm Call Transfers

On the Premium Lead Center plan, Agents can initiate a warm transfer, which allows them to introduce the customer to the Agent who's taking the transferred call. While all Agents in Lead Center can cold transfer a caller to another Agent, you'll have access to this personalized way of transferring calls on the Premium Lead Center plan.

Learn more about cold and warm transfers

Team View

Your Team View is a filterable, organized way to see which of your teams or Agents are online, taking a call, offline, or away. You'll also be able to click on a specific Agent's name to see their most recent activity with the customers contacting your business.

See how to use Team View in Lead Center