Live call center supervision
See every live call. Step in before it goes wrong.
Every call your agents are handling right now sits on one wallboard. Listen without the caller knowing, whisper a correction only the agent hears, or take the call yourself, all from the same live view your supervisors already trust.
- Listen without being heard
- Whisper only the agent hears
- Barge in with consent controls
- A wallboard of every active call
- Sentiment rebroadcast to the wallboard, on every active call
- 10s
- Whisper rate limit, so coaching never talks over itself
- 1 / 5s
- Listen-in mode. The caller's line never changes.
- Hidden
- Barge-in, behind an org-level acknowledgement for two-party-consent states
- Consent-gated
Not a dashboard. A console for the floor.
The recording keeps running the whole time. Whisper and barge-in never touch it.
Coaching happens in the moment, not in the Friday review.
What supervisors get
Four ways in, from watching to taking the call
Each one traces to a real control in the product. None of them are a marketing gloss on top of a plain phone line.
- The wallboard
Every active call, one screen
A live fan-out of every call in progress, capped so the board stays readable instead of turning into a wall of tiles.
- Operator context card on each row: queue, sentiment, elapsed time
- The row that needs attention is the one you notice first
- Listen · whisper · suggest · barge
Four ways to get involved, in order of how much you interrupt
Start invisible and escalate only as far as the call needs. Most calls never need more than listening.
- Listen-in is a hidden subscriber; nothing about the call changes
- Suggest sends a quick action (soften tone, confirm identity, offer transfer) the agent can act on
- Barge-in is gated behind an org-level consent acknowledgement for two-party-consent states
- The Workbench and the PodFlagship
Find the one call, then see everything about it
Filters that hold up under a real search, not a demo: date ranges, outcome, supervisor, transfer method, QA reason code, and full-text search that reaches into transfer text.
- The footer total matches what SQL would return, to the cent
- Recording player with a waveform and moment pins, plus tools trace and QA card
- Playlists and bulk export
Build a training set without a spreadsheet
Curated, named, color-coded collections of calls for coaching sessions and retrospectives.
- CSV export with formula-injection escaping, so a call transcript never becomes a spreadsheet exploit
- Presigned links are scoped to the person who created the export
After the handoff
Supervision does not stop at the transfer
Because a transfer bridges the human into the same room instead of dialing a second call, listen-in keeps working after the handoff. A supervisor can hear how the human leg goes, live, not just in the recording afterward.
Design facts, not marketing ones
10s
The interval a supervisor's sentiment view refreshes on, for every call on the wallboard, all shift.
- 1 / 5s
- Whisper rate limit, so coaching to the agent never overlaps itself mid-call
- 2-token
- Barge-in handshake, plus a consent acknowledgement for two-party-consent states
Questions
Live supervision, answered plainly
Book a demo
Watch your team step into a live call
Bring a call you would have wanted a supervisor on. We will show you listen-in, whisper, and barge-in against a real conversation, not a slide.
- No credit card for the demo
- See listen, whisper, and barge-in on a real call