Desk Center¶
Desk Center is the work tracker inside QVOICE Platform. A call ends, an email arrives, somebody raises a problem — each becomes a work item that sits on a board, is assigned to somebody, and moves across columns until it is finished.
It is one product with three parts that share the same people and the same history:
| Part | What it holds |
|---|---|
| Boards | the work: tickets, requests, jobs — whatever your business calls them |
| Contacts | the people and companies the work is about |
| Leads | contacts moving through a sales pipeline |
Desk Center does not place or receive calls. It sits beside the phone system and records what the calls were about.
The four ideas worth reading before configuring anything¶
Most setup mistakes come from one of these, so they are worth two minutes now.
A work item is never deleted¶
It can be cancelled, and cancelling keeps the record: who opened it, what was said, when it stopped. A history somebody can erase proves nothing, so nothing in Desk Center destroys one.
Attachments are the exception, and deliberately: files take real disk, so they can be removed while the note saying a file was attached stays. See Attachments and Storage.
A column has a NAME and a CATEGORY, and only one of them matters to the software¶
You name your columns. Call them Triage, With the engineer, Waiting on parts — whatever your team already says out loud.
Behind each column you also pick a category, and that is the part the product reads:
| Category | Meaning |
|---|---|
| Open | nobody has started |
| Active | somebody is working on it |
| Review | waiting on somebody else — a check, an approval, a customer |
| Done | finished |
| Cancelled | stopped, and not finished |
Reports, the archive and every automation read the category, never the name. That is what lets two teams use completely different words and still be measured the same way — and it is why renaming a column is always safe.
Pick the category honestly
A column called Waiting on customer set to Active will count as work in progress for as long as the customer takes to reply. The name is for your team; the category is for the numbers.
Finished work leaves the board on its own¶
A board shows live work. Once an item has been in a Done or Cancelled column for longer than the archive window, it drops off the board and into the archive — still searchable, still complete, just not in the way.
The default is 3 days, which is short on purpose: it is a window you are meant to set. Each board can override the account's.
Who sees a board is a real setting¶
By default every board is readable by everybody in the account. You can limit one to a named list of people, or to everybody except a few. This is enforced on every request, not just hidden in the menu — a board you may not read does not appear, and its work cannot be reached by guessing a link.
Where Desk Center is opened from¶
| You are | Where |
|---|---|
| An administrator | the Desk Center entry in the admin portal's top bar |
| An agent or regular user | the Desk Center entry in the UCP sidebar |
| Already signed out, or working from a machine without the portal open | Desk Center's own address, where it asks for your details |
The first two sign you in as yourself — nothing extra to type — and both open Desk Center in a new tab, so a softphone session is never interrupted. See For Agents.
The entry only appears for accounts that have Desk Center. If you do not see it and expect to, ask whoever provides your service.
Signing in directly¶
Opened on its own, Desk Center asks for three things: the account, your username and your password — the same details you use for the portal and UCP. The account is asked for because a username is only unique inside an account.
If the details are not accepted, the message names no single field on purpose: check all three.
Continue with Google signs you in with the Google address your account uses, with no password typed. It appears only where the deployment has Google sign-in set up; if the button is not there, that is why. When your address belongs to more than one account, Desk Center asks which one before letting you in.
How long you stay signed in¶
Remember me decides it, and it is unticked by default:
| Remember me | What happens |
|---|---|
| Unticked | The session lasts for that browser tab. Reloading keeps you signed in; a new tab asks again, and closing the tab ends it. |
| Ticked | The session outlives the tab. Closing the browser and coming back does not ask again. |
Leave it unticked on a shared machine — that default is the reason the next person at that desk does not land inside your account.
Signing out¶
The sign-out control sits at the right-hand end of the header, after the theme switch. It ends the session and returns you to the sign-in form, and it asks for no confirmation: nothing is lost, because work is saved as you make it.
It is not shown when Desk Center is open inside UCP — there the session is UCP's, and you sign out of UCP itself.
Where to go next¶
- Setting it up for the first time → Initial Setup, the step-by-step.
- Changing columns, fields or types → Boards and Fields.
- Making work appear without anybody typing it → Work That Arrives On Its Own.
- Making it assign and move itself afterwards → Automation.
- Deciding who sees and does what → Who Sees What.