Call Coaching
The One Voice provides a suite of tools for supervisors and team leads to monitor, coach, and evaluate agent performance — both in real time and through AI-powered post-call scoring.
Real-Time Call Monitoring
Go to Call Monitor in the left navigation to see all active calls in your organization in real time.
Live Calls Table
The table shows each active call with:
- Extension name and number
- Caller ID of the remote party
- Call direction (inbound/outbound)
- Duration
- Queue or hunt group (if applicable)
- Current state (active, on hold, in conference)
- QoS indicators (packet loss, jitter, MOS score)
The table auto-refreshes every 10 seconds.
Supervisor Modes
For any active call, supervisors have three intervention modes:
| Mode | What the Agent Hears | What the Caller Hears | Use Case |
|---|---|---|---|
| Listen | Nothing (silent monitoring) | Nothing | QA and auditing |
| Whisper | Your voice only | Nothing | Real-time coaching without disrupting the customer |
| Barge | Your voice | Your voice | Join the call as a third participant |
To start monitoring:
- Find the call in the live calls table
- Click the headset icon
- Select Listen, Whisper, or Barge
- The softphone opens and connects you to the call
Park Lot Visualization
The Call Monitor page shows a 4×5 grid of the 20 park orbits (701–720):
- Amber = occupied — click the orbit to pick up the parked call
- Grey = empty
Supervisor Wallboard
Go to Wallboard for a dashboard designed to display on a TV or large monitor:
- Queue Health Strip — color-coded status per queue (green = healthy, yellow = moderate wait, red = high wait/SLA breach)
- Agent Presence Grid — all agents with their current status (available, on call, away, DND)
- Active Calls Table — real-time calls with duration and queue
- Auto-refresh — updates every 10 seconds
The Wallboard is designed to run full-screen on a TV. Navigate to it and press F11 for a clean full-screen view.
AI Call Scoring
After each call, if AI features are enabled, the system automatically generates a Call Score based on the call transcript.
Score Dimensions
Each call is scored across 6 dimensions (0–100 each):
| Dimension | What It Measures |
|---|---|
| Professionalism | Tone, language, greetings, sign-offs |
| Resolution | Whether the customer's issue was actually resolved |
| Empathy | Acknowledgment of customer frustration, positive language |
| Efficiency | Time spent on the issue vs. small talk, silence |
| Compliance | Adherence to required scripts, consent language, PCI language |
| Knowledge | Accuracy of information provided |
The Overall Score is a weighted average of all dimensions.
Highlights and Improvements
Each scored call also includes:
- Highlights — 2–3 things the agent did well (e.g., "Acknowledged the customer's frustration before diving into troubleshooting")
- Improvements — 2–3 specific coaching suggestions (e.g., "Avoid filler phrases like 'um' and 'you know'")
Viewing Call Scores
Go to Call Scoring in the left navigation:
- Agent Leaderboard — ranks agents by average overall score for the selected time period
- Score Distribution — histogram showing the spread of scores across the team
- Scored Calls — filterable list of all scored calls; expand any row to see dimension scores, highlights, and improvements
Additional Metrics (per scored call)
| Metric | Description |
|---|---|
| Talk Ratio | Fraction of the call where the agent was talking (vs. customer or silence). High talk ratio (>70%) can indicate the agent is not listening. |
| Silence Percentage | Percentage of the call that was silence. High silence may indicate the agent is putting customers on hold unnecessarily or struggling. |
Heuristic Fallback
If Azure OpenAI is temporarily unavailable, the scoring system falls back to a heuristic model. Heuristic scores are less precise but ensure there is always a score available. Heuristic-scored calls are tagged with a "Estimated" badge in the UI.
Post-Call Feedback
After reviewing a scored call, supervisors can leave feedback directly on the call record:
- Go to Call Scoring → click the call
- Click Add Feedback
- Write coaching notes (visible to the agent)
- Optionally mark the call as Reviewed
- Agents see feedback notes in their own scoring view
Agent Self-View
Agents can view their own scores by navigating to Call Scoring — they see only their own calls, not other agents' scores. The agent view shows:
- Personal average score trend (last 30 days)
- Recent scored calls with dimension details
- Supervisor feedback notes (if any)