The floor, live
Command the room while the call is still happening
Reviewing a lost deal tomorrow is an autopsy. The Control Room is the part of the stack that lets a supervisor change the outcome while the customer is still on the line — silently, or loudly, or by taking the call.
- Wallboard: the whole floor's state in one glance
- Silent Listen — neither side hears you
- Whisper coaching into the agent's ear, mid-call
- Barge and take over, or hand off to a closer
Watch
Five seconds to know where the floor is
A supervisor who has to open four screens to answer 'how are we doing' is not supervising. The wallboard answers it before they finish asking.
Agent state
Who is on a call, who is wrapping, who is idle, who never logged in. Live, per team, with the current call's context beside the name.
Targets and leaderboards
Today's numbers against today's target, by agent and by team, so the floor can see the gap while there is still shift left to close it.
Alerts
Conditions worth interrupting someone for — a stalled campaign, a queue backing up, an agent's session that dropped — surfaced as alerts rather than discovered at the end of the day. Alerts can be delivered to Telegram.
Scope
Owners see the organisation. Organisation managers see their operation. Team leads see their team and nothing else. Scope is a permission, not a promise.
| Agent | State | Duration | Control |
|---|---|---|---|
| A. Nowak | On call | 04:12 | Whisper |
| J. Bauer | On call | 01:38 | Listen |
| M. Farrell | Wrap-up | 00:22 | — |
| S. Ilves | Available | 00:07 | — |
Coach and intervene
Three ways into a live call
These are live capabilities on VoIPThug, not a roadmap slide. Which one a supervisor reaches for is a judgement call about how much of the conversation they are willing to disturb.
Silent Listen
Join the audio with nobody hearing you. Use it for QA sampling, for new-starter monitoring, and for finding out what is actually being said before you form an opinion about a rebuttal.
Whisper
Speak to the agent while the customer hears only the agent. The correction lands in the moment it is useful — the missed disclosure, the price they were about to give away, the objection they have heard nine times and still fumble.
Barge and takeover
Enter the conversation as a third voice, or take the call over entirely. For the deal that is about to be lost and the customer who has asked for a manager, this is the difference between a save and a callback that never happens.
Closer handoff
Move a qualified call to the person who closes it, without dropping the customer and without making them repeat themselves. The call record follows the call.
Close
Teams, QA notes and the coaching queue
Intervention fixes one call. What fixes the floor is the loop between what a supervisor heard and what the agent does next week.
Agent profiles
One place per agent: their lines, their teams, their outcomes, their QA history and the coaching they have already had. New team leads inherit context instead of starting blind.
Human QA notes
A reviewer's note attaches to the call it came from, so feedback is evidence-backed rather than a recollection of a conversation nobody can find.
Coaching queue
Calls flagged by a supervisor or by automated review land in a queue, get worked, and get marked done. Coaching becomes a visible workload rather than a good intention.
Team management
Create teams, assign leads, move agents, and change scope as the floor grows. Team structure drives what the wallboard shows and what the reports mean.
Assisted, not automatic
AI proposes. A person confirms.
Automated review can flag a call, draft a score, suggest coaching text and spot a missed disclosure. What it does not do here is quietly make a consequential decision about someone's money or someone's job.
Automated review is presence-gated and advisory. Anything with a consequence attached — a QA score that goes on a record, a confirmed deposit outcome, a coaching action against an agent — is confirmed by an authorised manager before it counts. That is a deliberate product boundary, and it is why the evidence trail on the Intelligence page matters as much as the model does.
Questions
Straight answers
- Can the customer tell when a supervisor is listening?
- Silent Listen is inaudible to both the agent and the customer. Whisper is audible to the agent only. Barge is audible to everyone, because at that point you have deliberately joined the conversation. Whether you must disclose monitoring is a matter for the law where you and your customer are, and that is your call to make.
- Who can use these controls?
- Access follows scope: owners across the organisation, organisation managers across their operation, and team leads within their own team. A team lead cannot listen to a team that is not theirs.
- Does a takeover drop the call?
- No. Barge joins the existing call, and a closer handoff moves the customer to the closer without a redial. The call record stays continuous, which is also what makes the recording usable afterwards.
- Do these controls work with my own PBX?
- Supervisor audio operates on calls carried on our platform. If you are bringing your own dialler and using us purely as a voice layer, you keep your own supervisor tooling — the Control Room comes with running your floor on our stack.
Keep reading
Where to go next
- Voice, Numbers & DialerThe lines, numbers and campaign modes that produce the calls you are supervising.
- Call IntelligenceWhat happens after the call: transcripts, evidence, QA scoring and coaching.
- Portal & APIRoles, device labels, credentials and the webhooks that push floor events into your systems.
- Trading, investment & wealthWhere closer handoff and live supervision carry the most weight.
Take the room
Supervision that changes the call, not the post-mortem
Tell us how your floor is structured — teams, leads, closers, shifts — and we will show you what scope each role gets and what the wallboard looks like on your operation.