LIVE COACHING & SUPERVISION
Coaching happens on the call. By a person.
Your supervisor picks any live call, listens, whispers to the agent, barges in or takes over — and can see the agent's screen while doing it. New hires and veterans learn the same way: in real time.
THE SUPERVISOR BOARD
Pick the call. Pick how to help.
Every agent's state and time in state on one board: working, idle, coaching, supervising, offline. Select an agent on a live call and listen, coach, join, take over, record, send a message — or view their screen.
LIVE INTERACTIONS
Every live interaction. One board.
Every call in progress sits on one live list — its state, campaign, list, agent and timers. Pick any row and act on it right away.
Every call, live
State, campaign, list, agent, service time, hold time and duration for each call in progress.
Act on any call
Join, take over, start a recording or hang up — straight from the list.
Queues and campaigns too
The same console shows queues and outbound campaigns, so a supervisor sees the whole floor.
Everything a supervisor needs on a live call.
Listen
Pick any live call and listen. The agent and the customer carry on.
Coach
Whisper to the agent mid-call. The customer never hears it.
Join & take over
Join the call when it matters, or take it over completely.
View the agent's screen
See what the agent sees while you coach: on your screen you see the agent's real screen, not a summary.
Record on demand
Start recording a live call right from the board.
Message an agent
Send a note to an agent without breaking into the call.
Hang up or log out
End a call, or take an agent off the floor, from the supervisor console.
Real-time boards
Agents, live interactions, queues and outbound campaigns — each with its own live view, agent statistics and alerts.
Scripting tool
Guide agents step by step without long training.
Questions we hear
Can supervisors work remotely?
Yes. Supervisors and agents can be onsite, remote or spread across locations, and the supervisor keeps the same control as if the agent sat in the next cubicle.
Does the agent know they're being coached?
With whisper, yes: the agent hears the supervisor and the customer doesn't. With listen-in, it's a policy you set.
Can we record coaching sessions?
Yes. Every call is recorded, and the supervisor's coaching and barge-in audio is kept in that recording — so you can review a coached call later, exactly as it happened.
Watch a supervisor coach a live call.
On the demo, a supervisor picks a call, whispers to the agent and takes over — you'll hear exactly what each side hears.