Overview
Improve outcomes with real-time coaching tools and instant join for escalations.
Problem
Escalations take too long and new agents lack timely guidance, hurting CSAT and FCR.
Solution
Supervisors can listen silently, whisper to agents, or barge into calls; quality alerts trigger based on MOS or sentiment dips.
How it works
Enable role-based permissions for supervisors, set guardrails (consent banners if needed), and use wallboard filters to spot calls requiring help.
Who is this for
Contact Center Supervisor
Training Lead
Expected outcomes
- Faster escalation handling
- Higher QA scores for new agents
Key metrics
Escalation handle time
Baseline
420 seconds
Target
180 seconds
QA score (new agents)
Baseline
55 pctl
Target
80 pctl
Gallery
Downloads & templates
Case studies
InsureNow ramps new agents 2× faster
Whisper guidance improved QA and reduced rework.
Insurance Mid-market NA
Security impact
- Live audio access per policy; audit logs of actions · PII: voice (yes)
Compliance
- Consent + monitoring disclosures
- SOC2 (audit trails)
Availability & next steps
Business
Enterprise