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Language: English
Demo

For supervisors

The supervisor and contact center manager workspace

With CONTACT.WORK you run the contact center on facts. Managers see queue length and available agents, get an alert when volume spikes, build schedules from a forecast, and speech analytics checks every call. You lose fewer abandoned calls, pay for fewer idle hours, get consistent service quality, and leadership reports are ready without manual consolidation.

Get a quotePricing
1 screenfor the whole lineQueue, statuses, service level
30 mincall forecast intervalShifts that match the load
Everycall reviewedSpeech analytics
$0per manager seatNo license fees

Challenges

What keeps managers from running the line well

Flying blind on the queueYou find out about overload too late – from complaints and abandoned calls – and customers who couldn't get through go to competitors.
Schedules in a spreadsheetShifts are planned in Excel from memory: at peak there aren't enough agents and calls are lost, while in the afternoon you pay people who have nothing to do.
Random call reviewsA manager has time to listen to a handful of calls a week, an agent's score comes down to luck, and recurring mistakes go uncorrected.
The Friday reportNumbers for leadership are pulled by hand from several systems, half a day goes to copy and paste, and decisions rest on stale data.
Help only at the deskTo rescue an agent on a tough call, the manager walks over to their desk or calls the customer back later, when they're already upset.
Questions about shiftsManagers spend hours answering chat messages about who works when and whether they can swap, instead of watching the queue.

Solution

What changes for the manager

Queue

A spike in volume doesn't cost you customers

You see how many callers are waiting, how many have waited longer than your target, and which agents just became free. When the queue grows, you get an alert, and the supervisor moves some people onto calls.

  • Queue
  • Statuses
  • Alert

Schedules

You stop paying for extra shifts

The forecast spreads the load across 30-minute intervals, and the schedule accounts for skills, breaks, and preferences. Agents request time off or shift coverage in the system, and the manager answers right there.

  • Forecast
  • Skills
  • Requests

Quality

The same quality from every agent

Speech analytics listens to every recording and flags where the agent went off script. The manager opens that call and goes over it with the agent phrase by phrase.

  • Every call
  • Criteria
  • Recording

Help on the line

A tough call ends with a solution, not a complaint

An agent calls the manager in with one click. The manager listens in, coaches in a whisper the customer can't hear, or takes over the conversation.

  • Call the manager
  • Whisper
  • Take over

Reports

Leadership gets numbers with no manual work

Results by line, agent, topic, and share of calls answered on time build themselves. If a report you need isn't there, the manager builds it themselves.

  • Lines
  • Agents
  • Topics

Examples

A manager's day: four situations

Everyday moments in a manager's work and how the system handles them.

Wait times went up

At lunch the queue grows, and the supervisor gets an alert: three callers have waited longer than the target. They move two agents from chat to the phones, and the voice bot handles simple questions. Soon wait times are back to normal.

  • Alert
  • Moving people
  • AI on calls
Example 1 of 4

You set the wait time targets, scoring criteria, and report contents.

Capabilities

What else the manager workspace can do

Queues, schedules, quality, and the team.

Queues and lines

  • Share answered on timeYou always see how many calls were answered within the target.
  • Chats and email in the same viewThe manager sees unanswered chats and emails alongside the call queue.
  • Queue alarmIf callers wait longer than allowed, the manager is notified, even away from their desk.
  • Priority for key customersRegular and large customers flagged in the CRM skip the queue.
  • Routing by open ticketA caller with an open ticket goes to the team that handles it.
  • Traffic splitSend part of your calls to a new line or an outsourcer and compare the results.
  • AI at peakDuring a spike, the voice AI consultant takes some of the calls.
  • Callback listsCallers who gave up waiting land on a list, and you see how many still need a callback.
  • Your own thresholdsThe manager decides what to be alerted about: service level dropped, calls running long, missed calls rising – each on its own or combined.
  • Campaigns in one clickThe manager starts and pauses outbound campaigns from their own screen, with consent and do-not-call list support.
  • Reassign on the flyMove an agent to another queue or change their skills mid-shift, without an administrator.

Schedules

  • Load forecastHow many calls will come in by hour over the next few days, accounting for holidays and seasonality.
  • Import from ExcelYour current schedule is pulled in from a spreadsheet, and anything that wasn't recognized is shown separately.
  • Who can coverThe system finds an available employee with the right skills for an open shift.
  • Breaks and shift lengthYou get a warning if a shift has no break or runs longer than allowed.
  • PTO and swapsRequests go to the manager, and coverage gaps are visible before approval.
  • Shift questions answeredThe AI assistant, not the manager, answers "when am I working?"
  • Schedule adherenceSee who should be on the line according to the schedule but isn't.
  • Extra hoursWhen the forecast shows a shortfall, available employees are offered extra shifts.
  • Monthly timesheetsHours worked add up over the month and are checked against the target.

Quality

  • Scoring without samplingEvery recording is scored against your company's rules.
  • Disposition codesOutcome tags show which topics come to the line most often.
  • Screen recordingThe agent's screen is saved along with the audio.
  • Whisper and take overThe manager coaches the agent or takes over a tough conversation.
  • Help buttonAn agent calls the manager in with one click, right from the call.
  • Knowledge baseAn edited article shows up in agent suggestions right away, and AI agents pick it up after retraining.
  • Why this scoreEach speech analytics score comes with an explanation and a quote from the call.
  • Call summaryInstead of listening to the full recording, the manager reads a short summary of the conversation.
  • Call translationA call in a foreign language can be translated so you can review it without an interpreter.

Team and access

  • Statuses and timeSee who is taking calls, who is on break or in training, and how much productive time each agent logged during the shift.
  • Daily summaryAt the end of the day, a list of late arrivals, long breaks, and agents who left the line during a spike.
  • Your own reportsThe manager builds a missing report from prebuilt metrics.
  • Role-based accessA line manager sees only their own lines; we set up custom roles to match your org structure.
  • OffboardingA departing employee loses access immediately, including to recordings and customer data.
  • Recording retentionYour company sets how long recordings are kept before they're deleted.
  • AnnouncementsSend one message to the whole shift or a single team: for example, about a delivery service outage.
  • Chat with agentsThe manager sends an agent a direct instruction inside the system, so it doesn't get lost in group chats.
  • Leaderboards and contestsPoints, a leaderboard, and shared team goals keep people engaged.
  • Compare branchesDepartments and offices in different cities are compared on the same metrics in one summary.
  • The line on your phoneThe manager checks the queue and metrics in a smartphone browser, with no separate app.

Modules

What managers get

Real-time monitoringDuring the shift it shows queue length, each agent's workload, and the number of calls answered within the target, and it builds reports for you. Managers step in on time, and leadership summaries come together automatically.→Workforce managementBuilds the schedule from expected volume and agent skills and handles PTO and swap requests. You don't overpay for empty hours or come up short at peak.→Speech analyticsChecks every recording against your scripts and rules, so quality holds without a dedicated call review team. It needs one thing – the agent and the customer recorded on separate channels – and the platform records calls that way.→Voice AI consultantAnswers calls during spikes and overnight, and hands questions it can't resolve to a live agent. You don't have to staff up for repeat questions.→AI assistant for the teamWhile the customer is talking, it shows the agent the right article, and between calls it answers questions about schedules and time off. New hires get up to speed sooner, and the manager gets interrupted less.→Knowledge baseThe manager edits an article, and the change goes straight into agent suggestions and, after retraining, into AI agent answers. Everyone gives the same answer, and articles match how the work is actually done.→
Callers stay on the lineQueue length and available agents are always in view, and you get an alert when the line is overloaded. You move people before callers start hanging up.
No paying for empty hoursSchedules are built from a 30-minute forecast that accounts for agent skills and preferences. You don't pay for extra hours, and you have enough people at peak times.
Consistent service qualitySpeech analytics reviews every recording, and the manager coaches agents on specific calls. Weak spots show up before the first complaints.
Reports without the busyworkSummaries by line, agent, and topic build themselves, and managers can put together their own report without a developer. Leadership sees results without waiting for the end of the week.

Launch

How we launch

  1. 01Review your lineWe review your queues, lines, and wait time targets and learn who builds schedules and how. We set up the manager screens and reports around that.
  2. 02Targets and alertsWe set wait time targets and the share of calls to answer on time, and agree on who gets an alert and when.
  3. 03Schedules and skillsWe bring over your current schedule from a spreadsheet and record agent skills and break rules. The forecast is built from your call history.
  4. 04Quality criteriaWe turn your call requirements into speech analytics criteria and set up disposition codes. Every agent is measured the same way.
  5. 05Launch and supportFrom the first shift, the manager runs the line in the platform, and we change reports and rules on request. Engineering time is billed to your support plan.

Preparation

What to decide up front

What are your wait time targets?Decide how many seconds you have to answer a call and what share of calls counts as meeting the target.
Where is your schedule now?Send us your current schedule as a spreadsheet and a list of agent skills.
What criteria will you score on?Prepare your call requirements: greeting, required phrases, and things agents must never say.
Who sees which lines?Decide which lines and summaries each manager should see.
What reports does leadership need?List the metrics leadership reviews every week.

Q&A

Frequently asked questions

How does a manager find out about overload?

The system sends an alert when the queue or wait time goes beyond the target you set, even if the manager isn't looking at the screen.

Can a manager join an agent's call?

Managers join live and can coach in a whisper or take over the conversation.

Can we bring in our current schedule from a spreadsheet?

Upload the spreadsheet as is: recognized rows become shifts, and the system lists anything else for you to review.

Are all calls reviewed?

All of them. The platform records the agent and the customer on separate channels from the start, which is exactly what review requires.

Can we build our own report without developers?

The manager builds the view they need in the report builder, and we handle complex changes on request.

Who can listen to call recordings?

Only the roles you give access to, and every playback is logged. In states that require all-party consent to recording, play a recording notice at the start of the call.

How long are recordings kept?

Your company sets the retention period. In the cloud, up to 50 GB of recordings – about 550 hours – is included at no extra charge; beyond that, recordings go to separate storage.

Can I monitor the line outside the office?

The manager screen opens in a smartphone browser, with nothing to install.

Do manager seats cost extra?

No. Manager seats are free, just like agent seats.

Pricing calculator →

How can I see the manager screens before buying?

Through the demo: fill out the demo form, get an access code, and sign in as a manager – the customers and agents there are fictional.

Glossary

Terms on this page

Speech analytics
The system analyzes recorded calls automatically: topics, script adherence, customer emotions. Learn more →
Whisper coaching
Supervisor coaching that only the agent can hear. Learn more →
Supervisor
Leads a team of agents: watches the queue and quality, helps and coaches. Learn more →
Abandonment rate
How many callers hang up before an agent answers. Learn more →
Service level (SL)
The share of calls answered within a set time – for example, 80% in 20 seconds. Learn more →
Callback
The customer doesn't wait on hold but asks for a callback – and gets one when an agent is free. Learn more →
Knowledge base
All answers, policies, and prices in one place – for agents and AI. Learn more →
AI voice agent
Talks to callers and resolves simple requests without a human agent. Learn more →
Call queue – callers waiting to be answered
Callers waiting for an available agent. Learn more →
CRM – customer relationship management
Where a company keeps its customers, deals, and full communication history. Learn more →
Workforce management (WFM)
Workload forecasts and agent shift schedules. Learn more →
Call recording
Calls are saved so they can be replayed and disputes settled. Learn more →
Cloud deployment (cloud)
The platform runs on the vendor's servers, and agents connect over the internet. Learn more →

More

More for managers

Real-time monitoring Queues, agent workload, and service level update during the shift. You see a problem right away, not in yesterday's report. Learn more Workforce management Schedules are built from a load forecast based on call history, and agents see their shifts and request shift coverage. You have as many people on the line as you need. Learn more Speech analytics Checks every call against a QA scorecard, scores each agent, and finds unhappy customers. Coaching rests on facts, not a sample. Learn more Knowledge base Policies and scripts for agents and AI agents in one place. A supervisor edits an article, and the whole team gives the same answer. Learn more

Blog

From the blog

All articles →
Quality · 6 min read Speech analytics for QA: every call instead of 1-2% Speech analytics checks every call: script, required disclosures, and call topics. How to turn your QA scorecard into rules and start with one queue. Read the article → Services · 7 min read Custom development of your contact center platform for your processes When contact center settings are not enough: integrations, modules, AI workflows. How to tell development from configuration and estimate the payback. Read the article → Management · 9 min read How many agents does your contact center need? Erlang C in plain English Calculate contact center staffing with Erlang C: workload, service level, shrinkage, and headcount by shift – all in one worked example. Read the article →

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