The agent counseling platform.
A private login for every agent, a gated counseling session built from their own calls, and a supervisor view of the whole floor.
Every violation, line by line.
The agent sees what happened on the call, everything the evaluator heard, and exactly what the call cost. Then they write, word for word, what they should have said, and acknowledge that a repeat goes to management.
Where the points went.
Each agent sees which behaviors cost them, how often, how they compare with the rest of the team, and the total they lost from a perfect 5.00.
No skipping. No guessing.
A wrong answer doesn’t advance. The agent reads the standard and answers again, and every attempt is recorded for the supervisor.
The whole floor on one screen.
Every agent and every month, colored by severity, with a mark for each signed session. Any cell opens that agent’s session exactly as they saw it.
Who signed. Who didn’t.
Agents ranked by severity with score, rank, flagged calls, zero-tolerance count and sign-off date. Open any agent’s written responses, or verify a receipt code.
All screens are shown with demo data. Names, companies and calls are fictional.
Built for accountability
- Private by design. Each agent signs in with their own employee ID and access code and sees only their own sessions.
- Gated sessions. Agents cannot skip steps, guess past knowledge checks or close a session without signing it.
- Written commitments. For every zero-tolerance call, the agent writes what they should have said, word for word.
- Proof of completion. Every signed session produces a receipt code the supervisor can verify.
- Repeat detection. Problems that recur month after month are flagged automatically.