Does a call-center agent use a sales seat?

In the invite screen, the access type «Call center» is limited manual access that does not use a sales seat from the plan. The limited seat is the line we price for call-center and finance seats, so confirm your seats with our team at sign-up.

What happens if the agent logs a number that already exists?

Their call is added as a note on the existing record instead of creating a second lead. If the customer sits outside the agent's list, a notice asks them to check with the manager, and they cannot change ownership.

When does a team's lead come back to the call-center desk?

In two cases: immediately when the team declines it, or through the cold sweep once the set number of hours passes with no agent taking it and no contact since it arrived.

How do I change the automatic return window?

Under «Lead routing», in the «automatic return after» field, then «Save settings». Owner only.

Which call outcomes are available?

Five: no answer, callback, interested / qualified, not interested, wrong number. Notes are mandatory on every save.

Last updated 2026-10-04

Call-center queue and cold sweep: every new or dormant lead gets a call

The call-center queue is the «قسم التلي» screen where a calling agent logs calls and qualifies new leads, or leads returned by a team, before handing them back to sales. A lead nobody picks up returns to it through the cold sweep. It is included in Agency, and the limited seat is a sign-up add-on for call-center and finance staff.

Included

Create your workspace

What is it?

قسم التلي is the name your dashboard shows for the call-center team. It holds a shared work queue where leads wait if the distribution rules sent them to the desk or sales returned them, plus a fast form for logging a customer the agent spoke to on the phone. Every call has an outcome, notes and a follow-up time, all saved on the lead record.

Who is it for?

An office with calling staff who phone new leads before they reach a sales agent.
A manager who wants leads that went cold with a team returned to someone who can re-qualify them instead of being lost.
An office that takes phone inquiries and wants to log them fast without duplicating an existing customer.
An owner who wants manual qualification kept apart from sales and does not want to give call-center staff full sales access.

What problem does it solve?

A lead gets logged twice because the agent did not know they already existed.
A lead was routed to a team and nobody moved, so it sat there for days.
Call outcomes stay on paper or in an agent's head, so the next salesperson does not know what was said.
When a team does not want a lead, there is nowhere to send it back, so it stays with people who will not work it.

How it works, step by step

Decide who is in the desk: under «Lead routing», set «the call-center team» by ticking staff, or invite someone with the access type «Call center» from the Team and permissions page.
Set «automatic return after» the number of hours a team has before an untouched lead comes back. The default is 24 hours. A decline returns the lead immediately, with no timer.
The agent opens the «قسم التلي» page and sees «My due follow-ups» and «Awaiting pickup».
To log a new call, they enter the phone number and choose a region, and may add a name, a note, purpose (buy or rent), property type, district and budget, then submit. The system matches the number at once: if it exists the call is attached as a note on that record, otherwise a new lead with source «call-center desk» is created, which the distribution rules may send straight to a team.
To take a lead from the shared queue, they click «Claim». Two agents cannot claim the same lead.
After the call, they pick the outcome: no answer, callback, interested / qualified, not interested, or wrong number, and must write notes. A callback needs a future follow-up time in Riyadh time.
If the customer is interested, they choose «Save and return to previous seller» when there is one who is not on leave, or «Save and route by rules» to send the lead through distribution.
The cold sweep runs periodically in the background: a lead routed to a team that no agent has taken, and past the hours limit with no contact since it arrived, returns to the desk marked for re-qualification.
The manager follows along: every call and every move is recorded, and the latest calls show on the lead card for whoever takes it next.

What is included

The «قسم التلي» page with a shared work queue and a «my follow-ups» list.
Fast call logging with an instant number match inside your office only.
Five call outcomes, mandatory notes and a follow-up time in Riyadh time.
Return to the previous seller or routing through the distribution rules after qualification.
The periodic cold sweep, and an immediate decline from the team.
A limited «Call center» access type: the desk page, the profile and notification settings, plus the Property Care request screens where that module is on.

Limits and fair use

The cold sweep catches leads routed to a team that no agent has picked up yet. A lead already assigned to an agent is outside its scope.
The timer is one value for the whole office. A decline is immediate and unaffected by it.
A call-center agent sees only the desk list, cannot change ownership of a lead registered outside their list, and does not see sales conversations.
Qualification is manual: the agent makes the call and writes the outcome. Eva does not phone on the desk's behalf here.
If the previous seller is on approved leave, the lead is not handed back and routing by rules is offered instead.
Logging a call needs a valid number and a region. If regions are not set up yet, a new lead cannot be registered, while the existing list stays available.
The limited seat (SAR 250 / seat / month) is an add-on for call-center and finance staff that you choose at sign-up, and in the invite screen the «Call center» access type does not use a sales seat. Confirm your seats with our team before inviting staff.

Price and what others bill you

Item	Price	Billed by
Call-center queue and cold sweep	Included	EvaCore
Limited seat: call center or finance	SAR 250 / seat / month	EvaCore

Annual billing is ten months' money for twelve months of service. Pricing

Frequently asked questions

Does a call-center agent use a sales seat?: In the invite screen, the access type «Call center» is limited manual access that does not use a sales seat from the plan. The limited seat is the line we price for call-center and finance seats, so confirm your seats with our team at sign-up.
What happens if the agent logs a number that already exists?: Their call is added as a note on the existing record instead of creating a second lead. If the customer sits outside the agent's list, a notice asks them to check with the manager, and they cannot change ownership.
When does a team's lead come back to the call-center desk?: In two cases: immediately when the team declines it, or through the cold sweep once the set number of hours passes with no agent taking it and no contact since it arrived.
How do I change the automatic return window?: Under «Lead routing», in the «automatic return after» field, then «Save settings». Owner only.
Which call outcomes are available?: Five: no answer, callback, interested / qualified, not interested, wrong number. Notes are mandatory on every save.

Related products

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