Supervisor demo environment · Mock data only · No confidential information
Agent 360
Individual view for coaching signals, live assist, and recent performance
Today's Schedule
✦ AI AssistNow talking to Arnold Durisen
2:15 PM
Wrap up
Ends 2:30 PM
10m
2:30 PM
Break
Ends 2:40 PM
10m
2:45 PM
James Miller
Now 3:17 PM
Slow
Info
Customer escalated frustration earlier today in Billing queue
2:00 PM
2:30 PM
3:00 PM
Confused customer
Compliance reminders delivered
Effective empathy
Recent call history
✦ AI Insights
| Date & time | Topic | Duration | Sentiment trend | Details |
|---|---|---|---|---|
| — | Billing inquiry | 09:50 | Improving | |
| — | Refund request | 05:35 | Mixed | |
| — | Address change | 12:20 | Steady | |
| — | Copay dispute | 08:40 | Improving | |
| — | Billing adjustment | 07:20 | Declining |
Recent Performance
✦ AI InsightsStrengths
Clear next steps
8/12
Policy-safe phrasing
8/12
Empathy statements
7/12
Focus areas
De-escalation pacing
6/12
Verification steps
6/12
Wrap-up clarity
7/12
Live Assist Timeline
✦ AI AssistSoft reminder suggested
Confirm the policy change before explaining the copay increase
2:42 PM
Escalation risk detected
Customer frustration rising after billing discrepancy
2:45 PM
Suggested wording used
Agent acknowledged concern and confirmed next step
2:47 PM
Agent Snapshot
✦ AI AssistOleksandr Sukhorukov
Call Center Representative · Billing Queue
Connected to Knowledge Base
On Call
Sentiment: Positive
Compliance Risk: Low
Escalations: 2
Agent readiness
Quick Support
✦ AI AssistSoft reminder
New guidance available
Message Oleksandr
Send coaching note
Escalation guide
De-escalation checklist
Help article
Payment plan summary
AI suggestions appear only when needed
Trust & Fairness
✦ AI Insights
You are viewing moments flagged as support signals, not discipline. Oleksandr cannot see this page, keeping her focused and confident
Coaching Focus
✦ AI InsightsWrap-up clarity
End with a one-line recap
Verification steps
Confirm identity early
De-escalation pacing
Pause after key points
Policy-safe language
Use approved billing terms
Expectation setting
State timelines clearly