Your entire operation. Live. One screen.
Every conversation, agent, queue, and SLA — monitored live with instant intervention tools.
Realtime Monitor
⚡Queue spike predicted in ~18 min based on historical patterns
Every metric. Always live. Always accurate.
Updated in real time. No refresh, no lag — what you see is what's happening now.
Instant awareness
Every conversation state updates the moment it changes. No polling, no stale dashboards.
Act before it escalates
See queues building and SLAs approaching so you can rebalance before customers feel it.
One view, full picture
Volume, capacity, queue depth, pending, active, paused, and resolved — all at a glance.
Realtime Monitor
⚡Queue spike predicted in ~18 min based on historical patterns
Three views. Complete operational visibility.
Three tabs — each designed for a different level of operational visibility.
Workgroups
Every team side by side — members, active and queued conversations, handle times, wait times. Spot pressure and rebalance before SLAs breach.
- Ready/all members per workgroup
- Active, queued, pending, resolved counts
- Longest handle time and longest waiting time
- Filter by media type (all channels or specific)
- Manage workgroup settings inline
Members
Every agent's status, workgroups, active conversations, and handle times — searchable and filterable. Know who's doing what, right now.
- Agent status duration (how long in current state)
- Assigned groups count
- Active and pending interaction counts
- Longest handle time per agent
- Filter by workgroup, status, or search by name
Interactions
Every live conversation listed — customer, channel, agent, status, timestamps. Join, transfer, or escalate any conversation directly.
- Customer name, channel, workgroup, and agent
- Conversation status (Active, Pending, Snoozed)
- Start time and last activity timestamp
- Filter by workgroup, channel, agent, or status
- One-click actions: join, check, transfer, escalate
Find any conversation, agent, or workgroup in seconds.
Combine channel, workgroup, agent, status, and labels — surface what matters instantly.
Search anything
Conversations, agents, or workgroups — instant results as you type.
Filter by channel
Isolate conversations from any connected channel in one click.
Filter by workgroup
See one team's members, conversations, and queue depth.
Filter by labels
Surface tagged conversations — VIP, escalation, billing — across all workgroups.
Organise your team the way your operation actually works.
Each workgroup gets its own members, priorities, routing, and metrics — no technical help needed.
- Create by function, region, product line, or custom criteria
- Priority levels — VIP workgroups get conversations first
- Assign members with roles and skill levels
- Agent readiness control — per workgroup, self-managed or locked
- Link routing flows with workgroup-specific automation
- Per-workgroup metrics: volume, resolution rate, handle time, CSAT
Control who's available, where, and how work gets assigned.
Per-workgroup, per-agent availability — controlled in real time. Every change feeds directly into routing, capacity planning, and performance reports.
Real-time availability control
Per-workgroup readiness
Ready in Sales, unavailable in Support — simultaneously. Toggle readiness per agent, per workgroup, instantly.
Controlled flexibility
Let agents self-manage availability or lock it to supervisor-only control. Critical for SLA-bound teams.
Availability in reports
Every status change tracked — ready time, idle time, time per state per workgroup. Performance reviews backed by real data.
Capacity thresholds
Set max concurrent conversations per agent, globally or per workgroup. Prevents overload automatically.
Intelligent conversation assignment
Skills-based routing
Route by skills, language, product expertise, or certifications. Billing disputes go to billing-trained agents, not whoever's next.
Dynamic bandwidth allocation
Load balances across agents based on capacity, skills, and priority. VIP queue spikes? Bandwidth shifts automatically.
Customer-aware assignment
Routing considers purchase history, lifetime value, language, and segment. VIPs get senior agents. First-time enquiries route through AI.
Priority-based service groups
VIP and escalation groups get conversations first. General support fills remaining capacity. Configurable and instant.
See real-time supervision in action
Monitor every agent, every queue, every SLA — all in real time.
See a problem. Fix it. In seconds.
Monitoring without action is just watching. Here are the tools to intervene immediately.
Join any conversation
Read any live conversation in real time — agent, customer, and AI activity — without the customer knowing.
Transfer & reassign
Move conversations between agents or workgroups. Full context travels with the transfer.
Force escalation
Override routing and escalate to a senior agent or supervisor queue. Immediate human judgment when needed.
Agent performance
Real-time stats per agent — active conversations, response time, handle time, CSAT. Coach in the moment.
Workgroup rebalancing
Move agents between workgroups on the fly. Rebalance in seconds, no config changes.
Broadcast to team
Send service updates, policy changes, or alerts to agents directly in their workspace.
SLA intervention
At-risk conversations highlighted before breach. Reassign, escalate, or handle it yourself.
Conversation diversion
Pause routing to a specific agent, workgroup, or channel during incidents or training.
Add notes to conversations
Internal notes on any conversation — coaching, escalation context, compliance flags. Agent-visible, customer-invisible.
Every conversation your team has ever had. Searchable.
Search by customer, agent, channel, date, status, or CSAT. Built for QA and compliance.
- Full-text search across millions of conversations
- Filter by channel, agent, workgroup, date, status, or CSAT
- Open any conversation in investigation mode with full context
- Export transcripts for compliance and training
- Track handoff chains — every agent who touched it
- Spot patterns: recurring issues, repeat customers, escalation trends
Realtime Monitor
Your operation at a glance.
Realtime Monitor
⚡Queue spike predicted in ~18 min based on historical patterns
Stop managing blind. See every queue, agent, and SLA in real time.
Supervisors using Tactful catch issues before they escalate and achieve +40% CSAT improvement with real-time operational visibility.
30-minute personalised walkthrough. No slides, no pressure.