Learn About the Live Calls Add On

While SAS Flex contains most everything customers need to manage their answering service, some customers may require a bit more. For example, customers who receive a high volume of calls or customers who want real time access to the current service level on their account may want the Live Calls add-on.
With this feature, you can view how many calls are currently waiting in queue, how many are currently being handled, listen to those calls in real time, see the service level over the last 24 hours, and run historic service level reports. 
Users must be on our SAS Flex Billing platform in order to activate the Live Call Add-On. For pricing and purchasing information, see your Flex portal.

In this article we'll discuss:

How to Activate the Live Calls Add-on

Upon logging into your SAS Flex portal, you'll be taken to your call log. To activate the Live Calls Add-on, scroll down to the purple Live Calls section. Click the Activate it button.

Within the pop-up, you'll need to first agree to the service terms. Then click the Buy button. Your account will be invoiced immediately and you can begin using this feature.

Once active, the Live Calls Add-On will be displayed at the top of your call log. You'll see stats along the top, including the average time it's taking calls to be answered, how many calls are in queue, and how many have been answered. 

Within the Queue section, you'll see a list of calls that are currently waiting to be picked up by an agent, and how long they have been waiting.

Within the Conversations section, you'll see calls that are currently being handled by an agent. To listen in to a live call, click the radio button on the right-hand side. 

Removing the Live Calls Add-On Feature

If you no longer want access to the Live Calls Add-on feature, you can remove it right from your portal.

In SAS Flex, click on your user icon in the upper right-hand corner. Then select  Billing. 

From the Manage Billing page, click the  Add-ons tab. You will then see which add-ons you currently have activated. To de-activate the feature, click the check box next to the add-on you wish to remove.

Within the pop-up window, you will need to click the  Downgrade Live Calls button to deactivate. The billing change will be reflected on your next monthly invoice.

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