Overview
Build a live wallboard, observe sessions, whisper to agents, and barge when needed.
Problem
Supervisors lack real‑time visibility and coaching tools across channels.
Solution
Live wallboard tiles plus observe/whisper/barge improve quality without disrupting customers.
How it works
Add KPIs to a wallboard; open sessions in observe mode, whisper guidance, or barge in with transfer while preserving context.
Who is this for
Supervisor
QA Lead
Expected outcomes
- Higher QA scores and faster coaching loops
- Improved SLA adherence through live interventions
Key metrics
QA score
Baseline
82 avg
Target
90 avg
Intervention‑resolved sessions
Baseline
0 %
Target
20 %
Gallery
Downloads & templates
Case studies
Telecom improves QA by 9 points
Whisper coaching raised QA and stabilized tone adherence.
Telecommunications Enterprise LATAM
Security impact
- Observation metadata & transcripts · PII: customer‑provided content
Compliance
- GDPR (access control & audit)
Availability & next steps
Business
Enterprise