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Contact-Center Supervisor · live wallboard

Good evening, Taj

14 human agents online · 6 AI agents handling live · SLA 94% · 3 coaching reviews in queue.
94%
SLA · ANSWERED < 20S
Live AI calls
6
avg handle 1:48
Live human calls
9
avg handle 4:12
Queue depth
3
longest wait 0:18
Abandon rate
1.2%
target < 3%

Agent utilization · right now

Roster →
Nova (AI)
92%
Alex (AI)
88%
Riya (AI)
76%
M. Flores
72%
J. Haas
68%
D. Tran
64%
S. Patel
58%
L. Rossi
44%

SLA · last 60 min

ANSWERED < 20S
94%
FIRST-CALL RES
71%
AVG HANDLE
2:18
ESCALATIONS
4
SLA trend · 60m

QM coaching queue

Full scorecards →
M. Flores · call with Sofia Reyes
empathy drop at 01:12 · flagged by auto-QM · clip 0:48–1:24
62 Review →
J. Haas · call with Marcus Holt
compliance disclaimer missed · recording 2:04
48 Review →
S. Patel · call with Amelia Wu
resolved objection in < 30s · exemplar
96 Tag as exemplar →