Service BDC

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Operations Dashboard

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All rooftops ▾
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updated just now
Live · right now

On hold

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Agents on shift

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Activity · today
Inbound calls
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total received
Answered
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Missed / no answer
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Avg handle time
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answered calls
Avg hold time
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time in queue
Needs capture
Appointments set
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not captured yet
Inbound · today

Inbound calls handled

answered
Human
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coordinators
AI agent AI
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Riley · Avery

Inbound texts answered

replied
Human
pending
A2P 10DLC
AI agent AI
pending
A2P 10DLC
Outbound · today

Outbound calls

placed
Human
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coordinators
AI agent AI
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Riley · Avery

Outbound texts

sent
Human
pending
A2P 10DLC
AI agent AI
pending
A2P 10DLC

Recent calls

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TimeCallerAgentDur.Outcome
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Notes

Appointments and SMS tiles are shown as pending until appointment capture is wired and A2P 10DLC clears. All other tiles are backed by live data.

Agent Desk

Connecting…

Waiting for inbound calls…

When a service customer dials your inbound number, this screen will ring and you can pick up with one click.

Incoming call
+1 555 000 0000
Mazda of Fort Walton Beach · service line

Campaigns

Reusable templates for the BDC's recurring plays — declined service, recalls, lost-soul win-back, OCM, CSI, lease maturity. Build a template once, deploy as many instances as you want.

Phase 4 · Weeks 10–11

Customers

Customer + vehicle + interaction history, synced live from CDK via your existing Fortellis integration.

Phase 2 · Weeks 4–6

AI Agents

Configure Riley (inbound voice), monitor live AI conversations, set guardrails and handoff rules.

Phase 1 · Weeks 2–3

Reports

Per-agent, per-channel activity reporting — inbound calls, outbound calls, inbound SMS, outbound SMS, appts, AHT, set rate — sliceable by day/week/month and by rooftop. Revenue influenced + RO attribution.

Phase 4 · Weeks 10–11

Settings

Dealership profile, business hours, voice provider, AI personas, compliance preferences, user roles.

Phase 0 · Week 1