Step into a call while it can still be saved
Live Calls lists every call in progress, most urgent first. Open one to listen. Whisper to your person so only they hear you, or take over and speak to the caller yourself.
From Professional- Listen
- Whisper to your person
- Take over
You should not learn about a bad call the next day
A call review comes too late
By the time you read the transcript, the customer has gone.
A new hire stuck on a live call
They need one line from someone who knows. Walking over means the customer hears it too.
A wall of calls with no order
With many calls going, you cannot tell which one needs you.
Listening in, then stepping in
Scan the list
Calls are sorted by what needs attention, read from what has been said so far. It trails the call by about one line.
Open a call
Opening one only listens. Nobody on the call hears you.
Whisper or take over
Whisper goes only to your person on the call. Take over puts you on the line with the caller.
It stays on the record
Everything you did is on the call's timeline afterwards, not only in the audit log.
Every call in progress
Urgent ones first, with why each is flagged. The floor beside it shows who is free.
- No status does not mean the call is going well, only that nothing has needed you yet.
- Risky words is a phrase your QA scorecard bans, said by someone from your team.
- Wall view puts this on a TV for watching only. A red bar means it has stopped updating.
On this call
Timeline: supervisor listened, whispered, handed back. Kept on the call.
What you can do and decide
Listen
Hear the call. The caller does not hear you.
Coach the AI
Type a private instruction, and the AI follows it on this call. The caller does not hear it.
Whisper to a person
The customer, the recording and the AI never hear it.
Take over or join
Closing the panel after taking over hands the call back to the AI.
End call
Cuts the customer off at once.
Alerts
Off until you turn them on, in this browser. They sound when a caller asks for a person, someone presses Ask for help, or a transfer fails.
Who sees what
A desk supervisor sees and acts only on their desks' calls, and cannot end them.
Who it helps
Floor supervisors
One list of live calls, sorted by what needs them.
New telecallers
Help from a supervisor that the customer never hears.
Operations heads
A record of every step-in, on the call's own timeline.
Which plan has it, and what it costs
| Plan | Starter₹999 a month | Growth₹2,999 a month | Professional₹7,999 a month | Enterprise₹28,000 a month |
|---|---|---|---|---|
| Live supervision | Not included | Not included | Included | Included |
What it costs
- Listening has no price of its own. The call keeps billing as it would.
- ₹1.4 per minute. A status and live transcript on a person's part of a call need live transcription of your staff, charged per minute when your plan prices it.
Live supervision is not on the free trial.
See every plan and rateWatch out for this
End call cuts the customer off at once and cannot be undone. The minutes so far are still billed.
It works with these
Live supervision: questions
Can the caller hear me when I listen?
Can a whisper end up in the recording?
Can a team lead see everything?
Is the urgent order always right?
Be there while the call is still going.
See Live Calls on a walkthrough with our team.