See the floor while you can still change it.
The live console shows every agent's state and how long they have been in it, every campaign's pacing and every queue's depth on one screen. The historical side attributes talk, wrap and idle time per agent and per campaign, so a coaching conversation starts from evidence rather than impression.
Agent states
liveWhat a supervisor needs, on one screen.
By the time a daily report lands, the day is gone. Everything here is built around seeing the problem early enough to act on it — and having the history to prove what happened when someone disagrees.
Live floor view
Every agent, their state and their time in it, refreshed continuously. Fourteen minutes into a five-minute break is visible at a glance rather than discovered in a report next week.
Monitor, whisper, barge
Listen silently, coach the agent without the customer hearing, or join the call outright — one click each, and identical for a home agent and someone on the floor.
Pacing and queue health
Campaign ratio, connect rate and measured abandonment beside queue depth and service level, so the trade-off you are actually making is visible while you are making it.
Wallboards
The numbers the floor should see all day, on the screen on the wall. Configurable per team, because the metric that motivates a collections floor is not the one that motivates support.
Agent time attribution
Talk, wrap, pause and idle broken out per agent, per campaign and per day, with pause reasons. The basis for a fair conversation about occupancy.
Quality review
Recordings attached to the lead, the campaign and the agent, searchable by disposition and outcome, so a review session pulls the calls that matter instead of a random sample.
The console is the point.
One screen with every agent state, every campaign's pacing and every queue's depth, refreshed continuously. Drill from a number straight into the agent or the call behind it, and act — monitor, whisper, barge, reassign, pause a campaign — without leaving the view.
- Agent states with time-in-state and pause reason
- Campaign ratio, connect rate and measured abandonment
- Queue depth, longest wait and live service level
- Monitor, whisper and barge from the same screen
Console
liveEvidence, not impression.
Historical reporting attributes time and outcome per agent, per campaign and per queue, with call detail records underneath. Reports can be scheduled to arrive without anyone logging in, exported as CSV, or pulled through the REST API into whatever you already report from.
- Talk, wrap, pause and idle per agent and per campaign
- Connect rate, contact rate and outcome by campaign
- Service level, abandonment and handling time by queue
- Call detail records with recording links
- Scheduled delivery, CSV export and a full REST API
Yesterday
Pull the calls that matter.
Every recording is attached to the lead, the campaign and the agent, and searchable by disposition, duration and outcome. A review session starts from the five calls that ended in the outcome you are worried about rather than five calls picked at random.
- Search by disposition, outcome, duration and agent
- Recording linked from the call detail record
- Pause-and-resume so card capture is never recorded
- Role-based access to recordings, with an access log
- Retention set per campaign, with automatic deletion
Recordings
The details engineers ask about.
No asterisks. If something depends on your carrier, your hardware or your regulator, it says so.
- Live console
- Agent states with time-in-state, campaign pacing, queue depth and service level, refreshed continuously.
- Interventions
- Silent monitor, whisper coaching and barge-in, one click from the floor view, identical for remote agents.
- Wallboards
- Configurable per team for display on the floor.
- Agent reporting
- Talk, wrap, pause and idle time per agent, per campaign and per day, with pause reasons.
- Campaign reporting
- Dialed, connected, contacted and outcome by campaign, with measured abandonment rate.
- Queue reporting
- Service level, abandonment, wait and handling time per queue and per skill.
- Call detail records
- Full CDR per call with links to the associated recording.
- Recording access
- Role-based, logged; retention configurable per campaign with automatic deletion.
- Delivery
- Scheduled report delivery, CSV export and REST API access to all reporting data.
- Retention
- Reporting and recording retention periods are set by you to match your own policy and regulator.
Answers to what usually comes next.
Can supervisors monitor agents working from home?
What does whisper actually do?
Can we put numbers on a screen on the wall?
Can reports come to us instead of us logging in?
How long is data kept?
Watch one shift on the live console.
Bring a supervisor to the demo rather than a director. Fifteen minutes on the live console against your own floor answers more than an hour of slides.