Supervisor demo environment · Mock data only · No confidential information
Agent Quality Agent Quality
Team
Agent 360
Quality & Compliance

Notifications

LIVE
Agent needs supervisor assist
Anna B. requested join-in for a billing dispute
Now
LIVE
Escalation risk detected
Sentiment spike on Call #4832 in Billing
2m
ACTION
Coaching plan pending review
2 plans await supervisor approval
30m
ACTION
QA checklist overdue
3 reviews pending for the Billing queue
5m
INFO
Calibration session scheduled
Session starts at 3:00 PM for Billing Support
Today
INFO
Weekly coverage updated
Coverage adjusted after new PTO approvals
4h

Profile details

Maya Thompson
Supervisor · Billing Support
Timezone
ET
Shift
8:30 AM - 5:00 PM
Queue focus
Billing, Claims
Status
On duty
Last calibration
Tue
Tenure
3y 2m

Quality & Compliance

Policy, audit coverage, and recurring risks across queues

Policy & Compliance Trends

✦ AI Insights
Rising issues
Billing upsell not disclosed +4
Offer terms uncertain +3
PCI language error +2
Hesitation to escalate +2
Violations
ID Verification 32
Policy Disclosure 24
PHI Privacy 18
ID Verification Policy Disclosure PHI Privacy

Repeat Call Analysis

✦ AI Insights
Top drivers of repeat calls
Billing dispute 16 today
Unclear next steps 12 today
Account access issue 9 today

Audit Queue

✦ AI Insights
Lisa Patel
Billing call: copay dispute
High
James Miller
Claim escalation: ID check
High
Hassan Ali
Refund workflow review
Medium

Coaching Plans

✦ AI Insights
Effective recap
Providing clear next steps
7 days
Friendly escalation
Calm customer frustration
4 days
Safe billing terms
Use approved language
7 days
Empathy follow-up
Reassurance on policy changes
4 days

Audit Queue

✦ AI Insights
Sarah Nguyen
Billing call: dispute
High
Hassan Ali
Escalation risk
High
Lisa Patel
Billing adjustment
Medium

Best Practice Library

✦ AI Insights
Share effective call examples to keep knowledge fresh across teams
↗
Add best practice
Create a new snippet

Escalation Outcomes

✦ AI Insights
Resolved escalations
Last 7 days
42
Open escalations
Awaiting follow-up
9
Avg time to close
Across Billing queue
2.6d

Calibration Schedule

✦ AI Insights
Next session
Billing Support
Fri 14:00
Reviewers
Assigned for calibration
4
Focus rubric
ID verification, empathy
Ready