Koncert is a sophisticated platform that offers a rich suite of features. This article seeks to illuminate the architecture of the Koncert application, showcasing its various applications and services that work together to fulfill one primary objective: to transform cold-calling into a more engaging, productive, and streamlined experience.

Koncert’s Dialer platform intelligently filters through voicemails and phone trees and connect live calls. Caller IDs are kept clean and managed for you. Local Caller IDs are automatically selected based on prospect’s area code. Enjoy lightning-fast connects, have more conversations and effortlessly achieve your sales goals.

We offer a flexible dialing solution that caters to various needs, providing both manual dialing and AI-assisted dialing options provides a versatile dialing solution. The Dialers are especially beneficial for Sales Reps, Account Managers, Marketing Managers, and Small Business Owners, allowing them to focus on engaging with prospects and closing deals more effectively.

You can access the Koncert application via the URL provided by Koncert support. Below is a screenshot of  our Koncert application - Dialing Session screen.

The Koncert app includes two User Interfaces (UIs).

• New UI
• Old UI

New UI: In the new UI, Koncert has a redesigned interface that enhances navigation, simplifies workflows, and improves the overall user experience. By default, this interface is applied when logging in for the first time. In the new UI, you can switch back to the existing UI anytime by disabling the New Interface toggle button located at the top.

Old UI:

A Switch to New UI button is available at the bottom-left corner of the menu, allowing you to switch back to the new UI.

Menu Bar Positioning: The menu bar has been moved to the top, and tabs are grouped logically for better accessibility.

Grouped Tabs:

Dialers Menu: All dialer-related products, such as AI Flow Dialer, Parallel Dialer, Agent Assisted Dialer, and Lists, are consolidated under the Dialers menu in the top navigation for easy access.

Administration Menu: Admins can manage configuration, Caller IDs, and settings within the Administration menu. Users and Managers can access the same tabs, but access to the Administration tab depends on permissions granted by the admin.

Remote Salesfloor: The Remote Salesfloor menu includes both Remote Salesfloor and Remote Coach features for better organization.

At the top-right of the application, you can find the below settings:

 – This icon allows you to quickly test your audio devices. Test Audio feature to ensure that your connected microphone and speaker are functioning properly. Refer to the article Test Audio Feature

 Palette – You can switch from Dialers to the Cadence application on demand.  The Cadence button will appear under the icon only if you have a Cadence license.

 Help & Support – The following features have been grouped under this icon.

Koncert Knowledge Base – Launches the KB articles expaling the purpose of the features available in the tab where you are currently in.

Product Tour – Clicking on this allows you to explore the Koncert application.

User Profile – Displays the following icons to easily identify the role of the individuals (customers) using the Koncert application. These icons will be displayed alongside the first two initials of the profile picture at the right end of the application.

–  User’s login

– Manager’s login

– Admin with Manager access.

– Administrator’s login

Additionally, tooltips have been implemented for each icon. When you hover over the icons, a tooltip will provide a brief description to further clarify the role represented by each icon.

To edit your workspace information, you can click on either Edit Profile, Account Management, or User Management, which will open the Workspace for you.

Achievements – Displays achieved milestones and performance metrics based on teams.

Clicking this option opens the Achievement Overview window, which provides:

Team Selection & Duration Display

• If a Manager belongs to multiple teams, they can switch between them using a dropdown menu at the top of the window.

• The current tracking duration (e.g., Current Month ~ 2/1/2025 - 2/28/2025) is displayed next to the dropdown.

Performance Metrics

• Dials, Conversations, and Meetings Progress –Displays the user’s actual performance against their assigned goals.

• Total Talk Time – Shows the cumulative duration of calls.

• Best in a Day – Highlights the user’s highest single-day achievement in dials, conversations, or meetings.

• Progress Bars & Goal Tracking: 

• • Visual Progress Representation: Each metric has a progress bar showing completion percentage.

• • Exceeding Goals: If a user surpasses their goal, the percentage will go beyond 100%. (e.g., If the goal was 10 dials and the user made 15, it will display 150%.)

• • Remaining Targets: If a goal is still in progress, the system displays the remaining count. (e.g., 7 conversations to go if the goal is 10 and the user has completed 3.)

Zoom Out – Click to decrease the zoom level in precise 10% increments, down to a minimum of 80%, by clicking the Minus icon.

Zoom In – Click to seamlessly zoom in, restoring the zoom level upto a maximum of 100%, by clicking the Plus icon.

Dark Theme Mode – Enable the Toggle Dark Mode to switch the entire application to the dark theme. If you want to revert to the normal view, simply disable the Toggle Dark Mode. Koncert aligns with modern trends and user expectations for customization and accessibility in software applications by introducing a Dark Theme mode.

Logout – Click this option to securely log out of your Koncert  Application and end your session. Ensure you save any unsaved work before logging out.

Version Number – This indicates the current version of the software. Keeping track of the version helps users identify updates, new features, and compatibility changes.

Dialers:

Koncert offers three Dialers namely AI Flow Dialer, AI parallel Dialer and Agent Assisted Dialer.

AI Parallel Dialer  (AIPD) The artificial intelligence dials multiple calls (in parallel) at a time. It transfers only the valid connections to the Sales Rep. The number of parallel lines depends on the user settings (Settings tab or Settings Summary window, but a maximum of four parallel calls can be initiated. The recommended option is '4'.

AI Flow Dialer (AIFD) – The artificial intelligence dials single call at a time. It transfers only the valid connections to the Sales Rep.

Agent-Assisted Dialer (AAD) – Here, the Dialing Agents handle non-productive outbound calling tasks for sales reps, such as speaking with receptionists, gatekeepers, and leaving voicemail to increase the productivity of Sales Reps by connecting them only with live prospects.

See the article Dialing Session - Workspace for a comprehensive explanation.

Lists:

The Lists module enables you to upload an unlimited number of call lists and manage them in a centralized location. You can easily upload these lists into the Dialing Session tab whenever you're ready to make calls.

For additional information, check the article Lists Overview.

Analytics:

This module offers you consolidated and precise reports regarding your Dialing sessions. The information is well-organized, facilitating future planning and decision-making. You can access, view, and export your reports for any specified time period.

Look at the article Analytics Overview for further insights.

Remote Coach:

Remote Coach is a key feature of Koncert. It is intended and developed for Managers to monitor ongoing calls and to interact with the Talker (i.e. Sales Rep.) in real time.

You will find more details in the article Remote Coach - Workspace.

Remote Salesfloor:

Koncert’s Remote Salesfloor is a unique feature designed to bring the traditional salesfloor workspace experience into the virtual realm. It allows your sales teams to collaborate, connect, coach, and engage like never before, all within a virtual environment.

Please refer to the article Salesfloor - Workspace for detailed information.

Call Recordings:

The Call Recordings tab in Koncert offers comprehensive tools for managing and controlling call recordings. Users can filter, play, rate, share, delete, and download recordings, as well as tag them or add to a library. Managers have the authority to grant permissions to their teams for accessing and reviewing these calls. Additionally, users can prohibit recordings in states requiring two-party consent and configure settings to manage international calls or restrict recordings based on area codes or state regulations. The audit trail feature ensures transparency by tracking changes in the call recording settings.

Refer to the article Call Recordings - Overview for comprehensive information.

Caller IDs

With Caller IDs, you can customize how your prospects see your phone number when dialing, which can increase your call pick-up rate. You can choose the required Caller IDs from the Setting Summary window before dialing the prospects.

To learn more about the Caller IDs, refer to the article Caller IDs Overview.

Administration:

It provides a complete set of tools for managing and overseeing all your settings, including team management, Call Dispositions, custom fields, organization setup, and permissions.

Detailed information is available in the Administration Overview article; please check it.

Settings

Here, you can configure general settings required for Dialers.

You will find more details in the article Settings - Workspace.

Koncert User Inactivity Alerts and Timeouts

Koncert includes various timeout settings to ensure seamless functionality and optimize system performance. These settings help users stay active while preventing unnecessary system resource usage. Below are the different timeout triggers and alerts

• Browser Timeout
• Audio Session Timeout
• Dialing Session Timeout

Browser Timeout

If you are inactive in the Koncert application for more than 2 hours, an alert appears prompting the user to press any key or move the mouse. If the user interacts, the application does not log them out; otherwise, it automatically logs out.

Audio Session Timeout

While using the Join Using Computer Audio/Join Using Computer Audio - Private Room feature in Koncert, be aware that your audio session may expire after a default period of time i.e. 15 Minutes. If your session is about to time out, a notification will appear as shown below:

This prompt allows you to extend your session and continue your participation. Simply click Extend Audio to keep the session going for another 15 minutes or Leave Audio to exit.

Dialing Session Timeout

If you remain inactive in the Call Disposition popup during Wrap time or stay in a Paused state for more than 50 minutes during a dialing session, your session may expire automatically. By default, the system logs out users after 50 minutes of inactivity. If you require a different timeout duration, please reach out to Koncert Support.

Open the door to your Dialing Session by clicking on the link: Elevate Your Strategy: Kick Start Your Session

Please contact Koncert Support for any questions at support@koncert.com or 603-952-2505.

NOTE: The information provided here is for informational purposes only and should not be considered as a legal advice. Please consult your legal counsel regarding compliance with relevant laws.