See the whole floor, as it happens.
Watch queues, agents and service levels live, with alerts that flag trouble early. Your supervisors see what is happening now, not what happened yesterday, and can step in while it still matters.
Four views that tell you everything.
Pick a view to see what it shows, and why supervisors keep it open all day.
Queues
See how many contacts are waiting, and for how long, queue by queue, as the numbers move.
Illustrative example
Hear it from the dashboard before the customer.
MCM AI watches queues, targets and customer mood for you. When one starts to slip, it flags it at once, so a small wobble never turns into a long wait.
Pair alerts with queue callback to shorten the line, or with predictive routing to spread work across your team.
Put it on the big screen.
Live queue and team stats can go up on a wall display, so the whole floor shares the same picture and nobody has to ask how the day is going.
Spot it. Then fix it.
A live number is only useful if you can do something about it. Dashboards sit right next to the tools that let you.
Listen, whisper or step in
Quietly listen to a call, coach your agent without the customer hearing, or take over when it matters.
See AI Supervisor AssistLet AI spot the calls at risk
The supervisor copilot highlights conversations that need help and shows you where to put your attention first.
See AI Supervisor AssistAdjust staffing through the day
Demand rises and falls. Intraday management lets you shift people to where the queues are growing.
See Intraday managementWhat the screen looks like all day.
A live view earns its keep at the moments that are hard to predict.
The morning ramp
Calls start building as the day begins. The dashboard shows queues filling and which agents are already free, so you can open every line you need before the first rush arrives.
The unexpected spike
Something happens and one queue doubles in minutes. An alert flags it at once, and you can move people across or lean on callbacks while customers are still waiting politely.
The wind-down
Volumes ease, service levels settle and you can see which teams have room to coach, take a break or pick up follow-ups before the day closes.
One view, several people
Keep an eye on the floor, spot calls that need help and step in from the same screen.
Watch their own team’s status and queue, and coach people as the day unfolds.
Check service levels against targets and decide where to add or move capacity.
Dashboards show what is happening now. To study what already happened and improve over time, use Interaction Analytics and its historical reports.
From activity to action.
Activity streams in
Every call, chat and agent status feeds the dashboards as it happens, with no waiting for an end-of-day report.
The picture stays live
Queues, agents and service levels update in front of you, on your own screen or on a shared wallboard.
Alerts raise a hand
When something starts to slip, MCM AI flags it, so you are not the last to find out.
You step in
Listen in, coach an agent or move people between queues while the situation can still be turned around.
A floor that stays one step ahead.
Fewer surprises
Trouble shows up on the dashboard, not in a complaint the next morning.
Fixes that land in time
Early alerts mean you can reshuffle a team before customers feel the wait.
One shared view
Supervisors and agents look at the same live numbers, so everyone pulls the same way.
AI Supervisor Assist
The product this feature belongs to. Related: Interaction Analytics, Workforce Planning and CRM-powered routing.
- Real-time dashboards
- Wallboards
- Smart real-time alerts
- Supervisor copilot
- Listen, whisper & barge