Coach agents mid-call, not hours after
Listen to live calls silently, whisper to the agent without the prospect hearing, or barge into the call when the deal needs closing. Plus coaching notes that stay attached to specific calls.
Intervention modes
Listen · Whisper · Barge
Coaching notes
Per-call, per-agent
Live views
Team · Campaign · Queue
What it does
Supervisor workspace, monitor, whisper, barge
The moment to coach an agent is during the call, not in a one-on-one three days later when nobody remembers the specifics. The Supervisor Workspace gives you that moment. Listen to any live call silently. Whisper a suggestion to the agent that the prospect can't hear. Barge into the call as a third party when the deal is teetering. When the call ends, your observations get saved as a coaching note tied to that specific call, so the next 1:1 has receipts.
How it works
Supervisor Workspace in 5 steps
Live team view
Every agent's current state, current call, time in state, current campaign. One click to drill into any agent.
Listen
Join a call as a silent monitor. Agent and prospect don't hear you. Audio streams through your softphone.
Whisper
Speak to the agent only. Prospect hears nothing. One-click toggle, use when the agent's in trouble.
Barge
Full three-way call. You, agent, prospect. Save the deal or deescalate a problem call.
Coaching notes
Notes tie to the specific call. Next 1:1 pulls them up automatically. No more 'what did we talk about last week?'
Highlights
What makes this different
Real-time agent status
No refresh, no polling. Agent state updates as they change, idle, ready, on-call, wrap, paused.
WebRTC audio, no phones required
Listen / whisper / barge runs through your browser softphone. No separate extension, no desk phone setup.
Coaching loop that actually closes
Notes attach to calls, calls link to dispositions, dispositions link to outcomes. A full coaching-to-outcome paper trail.
Why it's cutting edge
What VICIPanel supervisor workspace does differently
Intervention modes run in the browser over WebRTC, no extension or phone required
Coaching notes are linked to specific calls, not loose on the agent record
Team view is live, not refresh-every-30-seconds
Related features
Other things VICIPanel ships
AI & Automation
AI Quality Scoring
Every recorded call gets transcribed and scored against your QA rubric automatically, no more sampling 2% of calls manually. Flag outliers, coach trends, catch compliance issues before they become lawsuits.
Agent & Supervisor
Timeclock & Shifts
Agents clock in and out through the same interface they take calls in. Shift scheduling, break tracking, and payroll export, without another app.
Real-Time Operations
Wallboard
Preset and custom wallboards designed for the big screen in the room, or the remote agent's dual monitor. Shareable TV URLs, auto-refresh, responsive layouts.
See it running on your VICIdial
The live demo runs on real VICIdial data. Try everything above — instant credentials, no signup, no sales call.