Supervisor Assist

Coach live. Fix it now.

Real-time floor view, whisper coaching, barge-in, and silent monitor. Supervisors act during the call — not after the damage is done.

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Supervisor Console

12 agents7 queued

8 on call · 4 free

Floor Activity

â— live

Kevin P. · Call at 08:14 · over threshold

ALERTnow

Sarah M. · Issue resolved · CSAT 5.0

RESOLVED14s

3 new contacts entered queue

QUEUE31s

Josh B. · Whisper coaching active

COACHING52s

Monitor

Whisper

Barge

In queue

1:12

Avg wait

96%

SLA met

SLA-Backed Uptime·USA Numbers·STIR/SHAKEN·Robocall Mitigation·14-Day Trial

Supervisor tools

Full visibility. Real-time control.

Supervisors manage the floor from a single screen — coaching live calls, watching queues, and catching problems before they hurt CSAT.

Silent monitor

Listen to any live call without the agent or caller knowing — ideal for QA spot checks and new-hire observation.

Whisper coaching

Talk directly to the agent mid-call without the caller hearing. Coach in the moment instead of after the damage is done.

Barge-in

Join any call as a full participant when the situation requires a supervisor voice — one click, no hold music.

Real-time wallboard

Live agent status, queue depth, wait times, and SLA metrics on a dashboard that updates every few seconds. Praised by supervisors in reviews on G2.

Threshold alerts

Set wait time, abandon rate, or CSAT thresholds that trigger instant alerts before KPIs breach SLA.

Shift reporting

End-of-shift summaries with per-agent performance, queue trends, and coaching flags sent automatically.

Quality & compliance

Every call accountable.

QA Scoring

Automated call scoring

AI grades every call against your rubric and surfaces the ones that need a supervisor listen — no manual spot-checking. Powered by interaction analytics.

Coaching Plans

Targeted coaching workflows

Flag agents by skill gap, assign coaching sessions, and track improvement across the next 30 days.

Compliance

Script adherence tracking

Know which required disclosures were said on every call, exportable for audits at any time.

How It Works

From floor visibility to live coaching in three steps.

Monitor Live Calls

Supervisors open the live wallboard and tap into any active call with silent monitor — full audio, no notification to the agent or caller. Pairs with agent assist for in-ear guidance.

Whisper Coach in Real Time

Speak directly into the agent's ear mid-call without the caller hearing. Correct, guide, or encourage in the moment instead of during a post-call debrief.

Barge In When Needed

Join any call as a full participant with a single click when the situation demands a supervisor voice — no hold music, no delay, no escalation lag.

Want every channel in one inbox too? See Customer Engagement

FAQ

Supervisor Assist, answered.

Proactively answering FAQs boosts user confidence and cuts down on support tickets.

Yes. Silent monitor mode lets supervisors listen to any live call without notifying the agent or caller.

Whisper lets supervisors talk to the agent only — the caller can't hear. Barge brings the supervisor in as a full participant that both parties can hear.

The wallboard scales to hundreds of agents. Supervisors can filter by team, skill group, or queue to focus on their span of control.

Yes. Set any combination of wait time, abandon rate, handle time, or CSAT thresholds and choose notification method — screen, email, or SMS.

Coach smarter. Score faster. Improve every interaction.

Free trial · Real-time coaching included · No card required