Manage calls, queues, and agent performance in real time—with operational reports, call recording, a web softphone, and conversation intelligence on your organization’s VoIP stack.
Lumina does not replace your phone lines or CRM. It is a management layer for monitoring, reporting, and analyzing the contact center on top of the organization’s VoIP infrastructure.
Live panel preview
See the real panel layout for queue monitoring, live calls, performance reports, the web softphone, and conversation analysis—not a fabricated screenshot.
Preview of the real Lumina panel
For operations managers
See queue, agent, and conversation quality during the shift—not in a late spreadsheet.
Wait time and abandonment show up after the customer has hung up.
Available, in-call, or unavailable coverage is guesswork without monitoring.
Without recording, reports, and transcripts, coaching waits for a complaint.
Capabilities
Live operations control, performance reporting, and conversation analysis in one panel. Each capability is explained once here.
See active shift calls with type, duration, and status.
Follow wait, answer, abandonment, and service level on the wallboard.
Available, in-call, ringing, or offline—visible on the same screen.
Watch extension and trunk health next to live operations.
Listen, hang up, and act on the queue without leaving monitoring.
See answer, abandonment, and talk-time metrics by shift and date range.
Open searchable call records from the call-center report.
Play recordings from the same report when a file exists.
Review answer volume and talk time by agent.
Export supported reports for archive and offline review.
Live or after-call transcripts in monitoring and reports.
Scan topic and outcome without listening to the full recording.
See conversation tone for quality follow-up.
Mark calls with topic tags for later review.
Flag predefined words in the transcript.
Speech AI details are in the conversation intelligence section.
Conversation intelligence
Visible outputs in the panel: transcript, summary, sentiment, tags, and flagged keywords.
Access to some AI capabilities may depend on deployment type, infrastructure, and the selected package.
Call transcript
Speech-to-text
Customer
My order still has not arrived. Can you check the status?Use cases
Deployment
It is the management layer for monitoring, reporting, and call routing—not a replacement for the organization’s phone lines.
Before and after
Before Lumina
Depends on asking the team and late reports
With Lumina
Live wallboard for wait time, SLA, and coverage
Before Lumina
Scattered impressions of daily performance
With Lumina
Live status plus performance reports
Before Lumina
Random listening or after a complaint
With Lumina
Recording, transcript, and summary for targeted review
Before Lumina
Manual, incomplete exports
With Lumina
Queue reports, CDR, and Excel export in the panel
Before Lumina
Tied to desk phones and the floor
With Lumina
Web panel and web softphone for remote shifts
FAQ
Lumina is a management layer for monitoring, reporting, and analyzing the contact center on your VoIP stack. It does not replace phone lines or CRM.
Live inbound and outbound calls, queue and SLA monitoring, agent status, extensions, and trunks. Supervisors can listen in or hang up.
Queue and call-center reports, call history (CDR), recording playback when a file exists, agent performance reports, and Excel export on supported reports.
Agents place calls from the browser inside the panel—on-site or remote—without installing a separate desktop app.
Speech-to-text, summary, sentiment, tags, and flagged keywords. Access to some AI capabilities may depend on deployment and package.
Use the form at the bottom of this page to request a demo or an infrastructure compatibility review. The Lumina team will follow up.
Share your details so the Lumina team can review the need and schedule a demo.