Module - Fastcall Panels

Fastcall > Training Resources > Administrator Guide > Module – Fastcall Panels

In this module, you’ll learn about the Fastcall Panel and the Control Panel, including their key features and how to use them to manage calls and users effectively.

Control Panel

The Fastcall Control Panel provides a centralized view of all call activity across your organization. It displays key metrics at a glance, giving you immediate insight into call performance and user activity.

From the Control Panel, you can monitor active calls, on-hold calls, missed calls, and all calls in real time, as well as view users status and activities. This visibility helps admins and managers respond faster, reduce missed opportunities, and keep call handling running smoothly.

From there, you can return the call, review the related task or call log, view the conversation thread and send a message, or block future calls from that number.

Active Calls

In the Active Calls view, you can see all calls currently in progress along with their details. From there, you can terminate any call by clicking the button in each call record.

On Hold Calls

In the On Hold Calls view, you can see all incoming calls that are waiting to be answered. From there, you can review call details and either answer or decline each call directly from the panel.

Missed Calls

In the Missed Calls view, you can see all calls that were not answered. From this view, you can call back, access the related task or call log, review the conversation history and send a message, or block future calls from that number.

Actions buttons

In the top-right corner, you’ll find a group of buttons that allow you to access the following options:

Select the view (Active Calls, Missed, On Hold, etc.)

Apply filters

Listen in settings

You can enable Listen In there. For more information on how to set up and use Listen In, click here.

Switch to Kanban view

Full-screen mode
Dial filtered calls

Users

In the Users tab, you can view a list of all users in the organization along with their current status and activity, giving you clear visibility into user availability and call handling in real time.

Metrics

In the Metrics, you can see:

The number of calls currently in progress
The number of calls waiting to be answered
The number of missed calls in the last hour
Average wait time in the last hour
Average call duration in the last hour
Users availability

Utility Panel

The Fastcall Utility Panel in the Salesforce utility bar is a compact, always accessible interface that lets users manage their Fastcall communications without leaving the page they’re working on.

In the Fastcall Panel, other users, admins or managers, can view calls that are on hold in real time and have the ability to answer them. They can also see missed calls and respond to them directly from the panel.

For step-by-step instructions on adding it to the Salesforce utility bar, click here.

Mobile Panel in Salesforce mobile

Just like in the Control Panel and the Fastcall Panel, the mobile experience also offers a centralized overview of call activity across your organization.

From the mobile interface, you can quickly see key call information and performance indicators, helping you stay informed about what’s happening with your team’s calls at any moment. The view provides real-time visibility into active calls, calls on hold, missed calls, and overall call activity.

Having this information accessible on mobile allows administrators and managers to keep track of call operations from anywhere, react more quickly to call activity, and ensure calls are handled efficiently without missing important opportunities.