A supervisor cannot listen to every call at once. Supervisor assist watches every live conversation, AI and human, and raises the few that need a person now: a rising complaint, a missed disclosure, a vulnerable customer. Then it lets the supervisor whisper to the agent or join the call.
| Conversation | Signal | Sentiment |
|---|---|---|
| Agent M. · auto loan, 07:12 | complaint risk | |
| Agent J. · card dispute, 04:40 | disclosure due | |
| VoiceAI · payment reminder, 01:15 | ✓ on track | |
| Agent R. · address change, 02:58 | ✓ on track |
The live floor dashboard shows what is happening right now across voice agents and human agents, so staffing and escalation decisions are made on facts rather than on walking the floor.
AI and human calls side by side with duration, topic and sentiment. Why it matters: nothing important is hidden in a queue you are not watching.
Who is on a call, in wrap or available, and how deep each queue is. Why it matters: move people before service levels slip.
Consequential actions that need a supervisor wait in one list with the context attached. Why it matters: customers are not left on hold while someone finds a manager.
This is the third time I’ve called about the late fee. I want to make a formal complaint.
I understand, and I’m sorry this has taken three calls. I’m logging your complaint now and I can remove that fee today.
Log the complaint first. Fee waiver approved, go ahead and offer it.
An alert opens the call with its transcript so far. The supervisor reads the situation in seconds, then chooses how to help.
Alerts watch for the moments your QA team already cares about, so supervisors act on the risks the business measures instead of whatever happens to be loudest.
Complaint language, repeat contact or falling sentiment.
A required statement has not been read at the point it should be.
Signs of hardship, illness or distress that call for extra care.
An AI call asking for a person, so it reaches the right specialist quickly.
We will show a simulated floor with AI and human calls, raise an alert and let you whisper, barge and approve from the supervisor view.