Supervisor & Command Center
See the whole floor. Coach without interrupting.
A live, event-driven grid of every agent and campaign — plus listen, whisper and barge on any call, switchable mid-call from your own browser softphone.
On call
Ready
Wrap-up
On call
Ready
Break
94%
Service level
12s
ASA
4:18
AHT
2.4%
Abandon
1,842
Hopper depth
Live supervision
Run the floor in real time.
Everything a supervisor needs to see, coach and intervene — without ever picking up a desk phone.
Live command center
A real-time grid of every agent (state, calls today, current call) plus per-campaign funnels — leads, dialed, contacted, drop rate, hopper depth, % complete. Event-driven, not polled.
Listen · Whisper · Barge
Monitor any live call silently, coach the agent privately, or join the conversation — switchable mid-call, delivered to your own browser softphone.
Real-time wallboard
Live hopper depth, pending callbacks and leads-remaining per campaign, alongside queue KPIs — service level, ASA, AHT and abandon %.
Agent activity timeline
A precise state-by-state history — ready, on-call, wrap-up, break, paused — with durations, for QA and payroll.
Chat & broadcasts
Private coaching threads with any agent and floor-wide announcements, in real time.
Break approvals
Agents request typed breaks; supervisors approve or decline live — with the whole exchange captured in the activity log.
Questions
Supervision FAQ
A supervisor selects any live call and monitors it silently (listen), speaks only to the agent (whisper), or joins the conversation (barge) — implemented with ARI snoop and bridge, and switchable mid-call. It is delivered to the supervisor's own browser softphone, so there's nothing extra to install.
Yes — it loads a snapshot and then applies Socket.IO deltas, so agent states, campaign funnels and the wallboard update as events happen rather than on a polling interval.
Yes. Supervisors can force-hangup a call, and the action is audited. A manager's scope is limited to their allowed campaigns, so visibility and control stay inside their remit.
A state-period history for each agent — ready, on-call, wrap-up, break and paused — with exact durations, which is what QA and payroll teams typically need for review and reconciliation.
Watch a live call get coached.
We'll demo listen, whisper and barge on a real call, and walk the command center grid.