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.
Floor Activity
â— liveKevin P. · Call at 08:14 · over threshold
Sarah M. · Issue resolved · CSAT 5.0
3 new contacts entered queue
Josh B. · Whisper coaching active
7
In queue
1:12
Avg wait
96%
SLA met
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.
Every call accountable.
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.
Targeted coaching workflows
Flag agents by skill gap, assign coaching sessions, and track improvement across the next 30 days.
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.
Supervisors who can act, not just watch.
Real-time intervention tools change how supervisors work — and what their teams achieve.
Sandra Howell
Contact Center Supervisor, Lakeside Insurance — Minneapolis, MN
“I can whisper to three different agents in a shift and none of them feel micromanaged because the caller never knows. It's the most effective coaching I've done in my career.”
Greg Kim
Quality Assurance Lead, Pacific Fintech — San Jose, CA
“Automated scoring replaced our manual call review process entirely. We review twice as many calls with half the QA headcount.”
Dana Prieto
Operations Director, Westfield Support Group — Phoenix, AZ
“Real-time wallboard alerts mean I intervene before wait times spike, not after a customer complains.”
Ryan Blackwell
Training Lead, Sterling Collections — Tampa, FL
“We built coaching plans from the AI scoring data. Agent performance scores improved 28% in 60 days.”
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FAQ
Supervisor Assist, answered.
Proactively answering FAQs boosts user confidence and cuts down on support tickets.
Coach smarter. Score faster. Improve every interaction.
Free trial · Real-time coaching included · No card required