Supervisor Assistance
Supervisors don't just stare at reports — in SimpleCallCenter they can step into live calls and help agents in real time.
Real-Time Assistance Options
When something needs attention, supervisors have several one-click options
Silent Monitoring
Listen to a live call without interrupting either side, perfect for coaching new agents or checking how a script works in real life.
Whisper to Agent
Talk to the agent while the customer hears nothing, so you can quietly suggest what to say, how to calm an upset caller, or how to resolve a tricky case.
Barge In / Join Call
Enter the conversation as a third party when escalation is needed, introduce yourself, and help close the case without transferring the customer through more menus.
Powerful Supervision Tools
Everything you need to support your agents effectively
Real-Time Visibility
See who is on a call, who is waiting in queues, and which conversations look risky (for example, those flagged by AI as potentially rude or low-quality).
One-Click Actions
All assistance options are available with one-click actions from the desktop app, making it quick and easy to step in when needed.
Integrated CDR & Quality Data
All actions are tied to the same CDR and quality data. Supervisors can open a call from the list, see its summary, transcript, AI flags, and immediately assist.
Live Support When Needed
Supervision is not just after-the-fact QA, but live support for agents when they need it most — right during the call.
Complete Call Context
From the desktop app, supervisors can open a call from the list, see its summary, transcript, AI flags, and — if the call is still in progress — immediately monitor or assist the agent.
All of this is tied to the same CDR and quality data, ensuring supervisors have complete context before stepping in. This way, "supervision" is not just after-the-fact QA, but live support for agents when they need it most.