Live calls
184
▲ 12% vs 1h ago
Containment (AI-only)
78.4%
▲ 3.1 pts this week
Median handle time
3.9m
▼ 41s vs humans
Pipeline created today
£41,260
▲ £6.2k vs yesterday
Escalation pressure
3
2 breaching SLA in 4m
Live conversations
All 184
Needs human 3
Open board
AI
+44 20 •••• 2210 · inbound
qualify-buyer v14 · en-GB
“Two units left, east-facing — Saturday 11 works, booking it now.”
01:24 ·
positive
RM
+91 98220 ••• 41 · outbound
renewal-nudge v6 · hi-IN → human
Escalated: caller disputes the 12% premium increase.
needs human
04:51 ·
frustrated
AI
+44 7700 ••• 118 · inbound
cod-confirm v9 · en-GB
“Confirmed, delivery Thursday between 9 and 1. Anything else?”
00:47 ·
neutral
AI
+971 50 ••• 6633 · inbound
triage-clinic v3 · ar-AE
“The clinic opens at 8. I have Wednesday 9:40 or Thursday 15:10.”
02:03 ·
positive
JK
+44 161 •••• 8891 · transferred to JK
handover · 00:11 in queue
Agent listening to summary playback before connecting.
handover
05:12 ·
watch
01:24
Listening · agent workspace
Agent health
Rehearsal →
qualify-buyer v14
96
renewal-nudge v6
71
cod-confirm v9
93
triage-clinic v3
88
1 agent drifting
Renewal-nudge dropped 9 pts after the premium-script change.
View staged rollback
Volume, last 24h
in / out
Inbound
Outbound
Escalated
Escalation queue
2 breaching
+91 98220 ••• 41 · premium dispute
-1:12
+44 113 •••• 0044 · refund request
-0:38
+61 4 ••• 771 · plan change
+2:41
Open queue
What changed today
deployed
qualify-buyer v14 → 100% traffic
rehearsal
Run #218 passed 9,812 / 10,000
drift
renewal-nudge empathy −9 pts
integration
HubSpot write-back latency 240ms