Key features and documentation links

  • Updated on Sep 19, 2025
  • Published on Jul 24, 2025
  • 8 minute(s) read
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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 Core 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 Core 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 Core 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 Core 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 Core 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. Webchat is available for the Core plan. Additional channels are available for the Pro plan. ✔ ✔
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 Core 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.
Overview Call Detail Record

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.

Overview Create Historical Report

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.

Overview%20Real-time%20Dashboard%20Sample

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:

Features for agents

Voiso gives agents an intuitive interface and the tools they need to handle voice and digital interactions efficiently. Agents can: