Supervisor & Workforce Management
Forecast smarter, schedule optimally, coach continuously — and keep your best talent.
Supervisor Controls
Customizable supervisor dashboard with live performance widgets — agent states, queue KPIs, active campaigns, trunk utilization, and real-time sentiment.
Live Interaction Monitoring
Observe any active agent-customer interaction in real time to ensure quality, assess compliance, and identify coaching opportunities without interrupting the conversation.
Barge-In
Join a live call directly and take over the interaction when immediate intervention is required — without waiting for the agent to escalate.
Whisper Coaching
Deliver real-time guidance to an agent during a live customer interaction heard only by the agent and completely transparent to the customer.
Supervisor Copilot
AI-powered supervisor assistant that proactively surfaces team performance alerts, coaching recommendations, and queue risk signals — reducing reactive management.
AI-Powered Evaluation Auto-Fill
Automatically populate quality evaluation forms using AI analysis of interaction recordings and transcripts — supervisors review and confirm rather than score manually.
Agent State Management
Update and control agent availability, break states, and active queue assignments centrally from the supervisor workspace in real time.
Team Communication Tool
Enable real-time internal messaging between supervisors and agents for live coordination, escalation support, and team-wide announcements without leaving the supervisor console.
Custom Dashboard Widgets
Build and configure your own supervisor dashboard by selecting, arranging, and resizing performance widgets; queue metrics, agent states, SLA indicators, and sentiment scores to match your team's operational priorities and monitoring style.
Workforce & Compliance Controls
Create and manage agent groups based on skills, channels, campaigns, or business units and assign them to queues, workflows, and supervisors dynamically as operational needs change.
Skill Mapping
Define and assign skill profiles to agents across language, product knowledge, channel expertise, and process specialization so routing and scheduling decisions are always based on accurate capability data.
SLA Configuration
Set and enforce service level targets at queue, channel, and interaction type level with configurable thresholds, breach alerts, and escalation triggers to keep every team accountable to defined standards.
DNC & Block List Management
Maintain and enforce Do Not Contact and block lists across all outbound channels to ensure full regulatory compliance and prevent unauthorized contact with opted-out or restricted numbers.
Abandoned Call Treatment
Define automated handling rules for calls abandoned in queue including callbacks, voicemail capture, and re-queue logic so no customer contact is lost even when agents are unavailable.
Outbound Compliance Settings
Configure outbound dialing rules, calling hour restrictions, consent management, and regional compliance parameters to ensure every outbound campaign operates within applicable legal and regulatory frameworks.
WFM Tool Integration
Connect RADIUS with your existing Workforce Management platform to synchronize schedules, adherence data, and forecasts in real time so staffing decisions are always informed by live contact center performance.
