Every agent.
Every call. Live.
Real-time visibility into every call the service is handling for you. We monitor live audio and transcripts, and can bring in a human on your team mid-conversation when a call needs it.
“Yes, the repeat for Atorvastatin 40 is ready at the Bayswater branch. Pick up after 2 pm?”
“Yeah that works. Is the car park free?”
“Yes, free for the first hour with your prescription. I’ll text you a barcode.”
"Perfect."
Three ways we
stay on top of your calls.
We listen, silently
Our team can sit in on any active call as a silent observer — live audio and transcript — for quality checks and continuous tuning of your AI voice agents.
Whisper, agent-only
Send a one-line nudge that only the agent hears next turn. "Offer the 48-hour exception." "Don't promise a refund yet."
We bring in a human
When a call needs a person, we hand it to your team mid-conversation. The agent gracefully introduces them with a one-sentence summary, typically in around a second or two.
From signal to human,
in under two seconds.
We watch the signals you care about and route the right call to the right person on your team. The handoff doesn’t drop context, audio, or the caller’s patience.
1. Signal fires
Sentiment drops below −0.2, or your custom rule trips. "Caller used 'lawyer'." "Refund requested over £500."
2. Page the right human
Slack ping or pager. Round-robin within the on-call group. Includes one-click "Take it" with full context.
3. Warm hand-off
Human joins. Agent gives a one-sentence handoff. Live transcript continues. Caller barely notices.
Live floor view
For teams that want it, we can surface live counts, queue depth, and sentiment on a call-floor screen, with a way to bring in a human per call.
Per-agent & per-queue views
We can focus the live view by agent, queue, or intent, so a manager on your team sees the calls that matter to them.
Genuinely real-time
Audio and transcript typically reach us within a few hundred milliseconds, so monitoring and handoff happen while the call is still live.
Data feeds
Where useful, we can stream live call events into your own systems, so the same data feeding post-call analytics reaches the tools your team already uses.
“For the first time, our floor manager can see what’s happening across every call at once.”
Live monitoring is part of the managed service. See how it works on a call with our team.