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Team Performance Management

Monitor agent performance, manage availability and coach your team with data-driven insights. All from one dashboard.

  • Live Monitoring
  • Agent Coaching
  • Availability Tracking
  • Performance Reports
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Example, for illustration

Real-time agent monitoring

See who's on a call, who's available and how the team is performing right now. Live dashboards keep managers informed.

Live agent status board
Real-time call monitoring
Whisper and barge-in modes
Queue performance metrics
Live monitor 3 on calls
Status board
Marcus T. with Dana ReyesWhispering to Marcus3:12
Listen Whisper Barge in

3

In queue

0:42

Longest wait

96%

Answered

Example, for illustration

Performance scorecards

Track individual and team KPIs automatically. See calls made, talk time, conversions and custom metrics in one view.

Individual agent scorecards
Team comparison dashboards
Custom KPI tracking
Automated leaderboards
Scorecards · This weekAuto-ranked
CallsTalk timeConvertedReviews
1Maria31%
2Priya S.27%
3Devon22%
4Marcus T.19%
Team average 25%Team East vs West
Example, for illustration

Coaching and feedback tools

Flag calls for review, leave timestamped feedback and share best-practice examples, all inside the platform.

Call flagging for review
Timestamped annotations
Best-practice call libraries
One-on-one feedback tracking
Call review · Devon Flagged
0:005:28
Maria · Manager2:15Pause here and let the caller finish.Coaching
Best-practice library 1:1 notes · 3 open
Example, for illustration

Availability and scheduling

Manage team schedules and set availability windows. Smart scheduling tools help you cover peak hours.

Agent availability management
Shift scheduling tools
Break and PTO tracking
Capacity planning reports
Shifts · Tuesday Week 42
8a10a12p2p4pDevonMariaPriya S. PTOLeo M.11a to 6pCoverage2333334432
Lunch peak covered, 3 agents11a to 2p
Example, for illustration

Build a high-performing team

Give managers the tools to coach, monitor and scale their teams.

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