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.
Live floor
supervisor · command center
- AROn call
Ana Reyes
talk time 4:12
- MWWrap up
Marcus Webb
idle
- TOAvailable
Tia Okafor
idle
Select an agent on a live call and step in from your browser.
Illustrative panel · sample agents
listen · whisper · barge, from the browser
Illustrative
Listen · Whisper · Barge
Three ways to step into a live call
Monitor silently, coach the agent privately, or join the conversation. Switch between all three mid-call, with the audio delivered to your own browser softphone.
The live floor
One screen for the whole operation
The command center loads a snapshot, then applies Socket.IO deltas. Agent states, campaign funnels and the wallboard update as events happen, not on a polling interval.
On the wallboard
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 step in, without ever picking up a desk phone.
Live command center
A real-time grid of every agent showing state, calls today and the current call, plus per-campaign funnels: leads, dialed, contacted, drop rate, hopper depth and percent complete. Event-driven, not polled.
Monitor the call silently.
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.
1,842
hopper depth
Real-time wallboard
Live hopper depth, pending callbacks and leads remaining per campaign, alongside queue KPIs: service level, ASA, AHT and abandon rate.
Agent activity timeline
A precise state-by-state history of ready, on-call, wrap-up, break and paused, with durations, for QA and payroll.
BROADCAST · Team huddle at 3 PM
Chat and broadcasts
Private coaching threads with any agent and floor-wide announcements, in real time.
Dana R. · Lunch break
requested · 30 min
Break approvals
Agents request typed breaks and supervisors approve or decline live, with the whole exchange captured in the activity log.
Illustrative panels · sample values
Chat & broadcasts
Talk to the floor without leaving it
Supervisors open a persistent 1:1 chat thread with any agent, with unread badges, read receipts and a typing indicator. Agents reply from a floating widget right in their workspace, so coaching never pulls anyone off a call.
- A persistent 1:1 thread with any agent, with unread badges, read receipts and a typing indicator
- Agents reply from a floating widget in the workspace
- Admins broadcast an info or urgent announcement to every online agent
- Every message and broadcast is logged and reportable in the Internal Chat and Broadcast reports
Chat with Dana R.
supervisor · 1:1 thread
Nice save on that objection. Try the warranty angle next time.
You · Read
Will do. Wrapping this call now.
Dana · from the floating widget
Dana is typing…
Urgent broadcast · all online agents
Systems maintenance at 6 PM. Wrap active calls by 5:45.
Illustrative thread. Every message and broadcast lands in the Internal Chat and Broadcast reports.
Questions
Supervision, answered
Straight answers on monitoring, control and what the timeline captures.
A supervisor selects any live call and monitors it silently (listen), speaks only to the agent (whisper), or joins the conversation (barge). It is implemented with ARI snoop and bridge, and switchable mid-call. Everything is delivered to the supervisor's own browser softphone, so there is nothing extra to install.
See it live
Watch a live call get coached
We'll demo listen, whisper and barge on a real call, and walk the command center grid.
Book a demo