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Key features and documentation links
- 24 Jul 2025
- 8 Minutes to read
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Key features and documentation links
- Updated on 24 Jul 2025
- 8 Minutes to read
- Print
- DarkLight
- PDF
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Who should read this article: All users
Explore Voiso’s powerful contact center features with quick links to full documentation and plan-level availability.
Introduction
Voiso offers a wide range of features to help you manage inbound and outbound communications, monitor agent performance, and integrate with third-party systems such as CRMs. This article organizes the application features by category, links to detailed documentation, and shows which features are available on each plan level.
Click a feature area, such as Administration, then select a feature, such as System Settings to display the feature page. Feature pages enable you to create users, configure settings, view dashboards, and generate reports. Refer to What do I do first?
Voiso features and capabilities
The following tables summarizes Voiso's features following the feature grouping of the Main menu.
Tip
Different features are available to contact centers at different plan levels. The tables list all available features. If you see a feature that is not available at your plan level, contact your Voiso representative about adding the features to your contact center.
Feature area: Reporting
| Feature | Description | Start-up | Pro | Pro+ |
|---|---|---|---|---|
| Call Detail Records | Access your call data using sophisticated filters to find the information you need | ✔ | ✔ | ✔ |
| Historical reports | Create and schedule regular reports about call center and agent performance | ✔ | ✔ | ✔ |
| Real-time dashboard | Create a dashboard using custom widgets to monitor the contact center metrics that are most crucial to your business | ✔ | ✔ | ✔ |
Feature area: Inbound
| Feature | Description | Start-up | Pro | Pro+ |
|---|---|---|---|---|
| Numbers | View, manage, and buy numbers for your contact center from all over the world | ✔ | ✔ | ✔ |
| Queues | A system to distribute (route) inbound calls from your customers (contacts) to your users (agents) | ✔ | ✔ | ✔ |
| Flows | Use the Flow Builder to design, configure, and manage sophisticated interaction flows based on business processes. | ✔ | ✔ | ✔ |
| Blocked numbers | Specify a list of numbers that cannot call your contact center | ✔ | ✔ |
Feature area: Outbound
| Feature | Description | Start-up | Pro | Pro+ |
|---|---|---|---|---|
| Dialer campaigns | Create powerful outbound dialing campaigns that maximize your call success | ✔ | ✔ | ✔ |
| Caller ID groups | The list of Caller ID numbers that are grouped together for outbound calling strategies | ✔ | ✔ | ✔ |
| Number validator | Lookup phone numbers to ensure they are valid before using them for outbound dialing. | ✔ | ✔ | |
| Caller ID Risk Check | Ensure that your calls appear safe to your contacts and that your calls will be answered | ✔ | ✔ | ✔ |
| Call suppression | The list of suppressed (temporarily blocked) outbound numbers that will not be redialed until after certain conditions are met along with the list of numbers that may not be suppressed (temporarily blocked) during outbound calling | ✔ | ✔ | ✔ |
Feature area: Users
| Feature | Description | Start-up | Pro | Pro+ |
|---|---|---|---|---|
| Users | The list of all agents, supervisors, and other contact center personnel that are part of your inbound and outbound business strategies | ✔ | ✔ | ✔ |
| Teams | A group of users that work on a common business process | ✔ | ✔ | ✔ |
| Skills | A list of agent skills specific to your business. Skills are assigned to users to enhance call routing to the agent or queue with the best qualifications to handle specific calls | ✔ | ✔ | ✔ |
Feature area: Administration
| Feature | Description | Start-up | Pro | Pro+ |
|---|---|---|---|---|
| System settings | Global settings for your contact center that determine what features are available and how they should function | ✔ | ✔ | ✔ |
| Webhooks | Subscribe to call events that you can use for your automated workflows, custom integrations, and automated tasks. | ✔ | ✔ | |
| Billing | Information about your account and its current status | ✔ | ✔ | ✔ |
| Security access groups | The list of user roles and their specific access permissions | ✔ | ||
| Digital channels | Connect, configure, and manage digital channels to your contact center to enable your agents to handled omnichannel interactions. Additional channels are available at higher plan levels. | ✔ | ✔ | ✔ |
| Integrations | Use these settings to integrate your CRMs and other services with Voiso. Additional integrations are available at higher plan levels. | ✔ | ✔ | ✔ |
| Allowed hosts/subnets | The list of allow list IP addresses for your contact center | ✔ | ✔ | ✔ |
| Media | The audio files that are played to your contacts and users during different phases of call routing and handling | ✔ | ✔ | ✔ |
| Unavailable codes | The list of reasons that an agent can select when they set their status to Unavailable | ✔ | ✔ | ✔ |
| Wrap-up Codes | The list of custom call outcomes that agents can select when they complete a call | ✔ | ✔ | |
| Topics | Specify which topics are enabled for the Topic Identification feature, which automatically categorizes call recordings with relevant topic labels. | ✔ | ✔ | |
| Keyword groups | If Speech Analytics is enabled, this list enables you to specify the words and phrases you want to monitor | ✔ | ✔ | |
| Message templates | Templates that agents can use for SMS and omnichannel messaging | ✔ | ✔ | ✔ |
| Sender ID groups | The IDs that are used for SMS and omnichannel messages | ✔ | ✔ | |
| Delete recordings | A tool to manage and delete call recordings to ensure that you are in compliance with local legislation | ✔ | ✔ | ✔ |
Feature area: Messaging
| Feature | Description | Start-up | Pro | Pro+ |
|---|---|---|---|---|
| Broadcast messages | Send messages to users and teams in your contact center | ✔ | ✔ | ✔ |
Reporting and real-time dashboards
Voiso provides comprehensive insights into your contact center’s performance, including detailed data on inbound and outbound calls. You can access this information in both real-time and historical formats to track trends, monitor activity, and make informed decisions.
To explore these insights, navigate to Reporting in the Voiso navigation bar. This menu includes three key options: Call Detail Records, Historical Reports, and the Real-Time Dashboard.
Call Detail Records
Voiso logs a Call Detail Record (CDR) for every call. The Call Detail Records contain all the pertinent information about a call, from data and time, to DNIS and ANI, to talk time and Disposition code.
The Voiso Call Detail Records query tool allows you to create detailed reports on your contact center interactions. With flexible filters, you can search your call database by date range, call duration, talk time, agent, campaign, and more. Once you’ve set up your filters and performed a search, you can export the results to a CSV file for further analysis in external applications.
Historical reports
Voiso logs detailed information about your contact center’s performance, offering insights into past operations. Use Historical Reports to analyze trends, measure key metrics, and identify areas for improvement. These reports help you refine business processes, optimize agent performance, and enhance the customer experience.
Voiso enables you to create one time or scheduled Historical Reports for the following contact center metrics:
- Agent List
- Agent List per hour
- Inqueue Abandons
- Inqueue Abandons per hour
- Redial Counter
- ASR by country by hour
- ASR by country
- ASR per Caller ID
- Billing report
- Sensitive Data Access Report
- Wrap-up Codes
- Agent - Daily Sign-in and Signout
Real-time dashboards
The Voiso Real-Time Dashboard empowers administrators and supervisors to monitor live contact center activity. Customize dashboards with widgets tailored to your needs, whether tracking Dialer Campaign performance, monitoring queue activity, or overseeing agents in real time. Supervisors can use the Agent Zoom feature to view individual agent details and take action by coaching, monitoring, or barging into calls. With widgets for agents, campaigns, queues, and calling numbers, the Real-Time Dashboard provides the tools to stay informed and responsive.
Features for supervisors
Voiso provides a comprehensive set of tools to help supervisors manage contact center performance in real time and over time. Supervisors can:
- Monitor agent activity and call quality with Agent Zoom
- View live metrics with the Real-time dashboard
- Review call results and trends using Historical reports
- Coach agents with tools like monitor, whisper, barge-in, and intercept
- Track key outcomes with wrap-up codes and topic identification
- Configure queues, skills, and teams to optimize routing
- Receive alerts and insights via webhooks and number monitoring
Features for agents
Voiso gives agents an intuitive interface and the tools they need to handle voice and digital interactions efficiently. Agents can:
- Use the Agent Panel to manage inbound and outbound calls
- Participate in Dialer campaigns with automated call handling
- Select appropriate wrap-up codes and unavailable codes
- Communicate over digital channels such as SMS, WhatsApp, and web chat
- Use message templates for faster, consistent messaging
- Access and review relevant call recordings and summaries if needed
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