"AI-ranked floor view tells me which 10 calls of 200 need attention right now. We jumped in on three saves last week that the random-sample model would have missed entirely."
Faizan Parekar
Operations Manager · Twiching
Feature · Live Monitoring
Call center supervisor tools that catch saves.
Acepeak call center supervisor tools — live listen, whisper coaching, or one-click barge, fully audit-logged.
Live listenOne-click bargeAudit logged24/7 support
Monitor
Whisper
Barge
Live · Owen × AI agent
0:48AI agent
Supervisor whisper
“Mention the annual lock — budget signal”
“Tell me more about the annual option…”
Audit · supervisor whisper enabled at 0:32
Supervisors with 40 agents cannot hear every call. Manual sampling misses the saves.
Three modes
Three modes. One click.
Monitor silently, whisper privately, or barge in — on voice or chat, with disclosure rules and a full audit log built in.
Silent listen
Monitor
Drop in on any conversation for QA without alerting the agent or customer.
Owen · Voice 0:42
Listening · agent unaware
Audible to agent only
Whisper
Speak only into the agent’s ear. Inaudible to the customer. Live coaching mid-call.
Whisper · supervisor → agent
“Try the annual discount — budget signal is strong.”
Join as a third party
Barge
Step in directly to handle escalations. Audit-logged on every event.
Supervisor joined · 1:08
3-way · escalation save
Audit log
Every monitoring event timestamped, attributed, and immutable.
State disclosure rules
Toggle disclosure prompts on a per-state and per-queue basis.
AI-ranked floorAI
AI-ranked floor view.
Instead of scanning 200 calls, supervisors see the 10 that need attention first — ranked by sentiment, compliance, and SLA signals.
#CustomerChannelReasonScoreSuggest
#1
OOwen W.
VoiceSentiment dipped to -0.72-0.72
Barge#2
EEric R.
VoiceCompliance · price hike-0.58
Whisper#3
MMei T.
WhatsAppLong silence · 90s-0.42
Whisper#4
SSarah C.
WebchatRefund mention-0.31
Monitor#5
JJordan P.
VoiceSlow ack rate-0.22
Monitor#6
LLia R.
InstagramTier 2 · SLA at 80%-0.18
MonitorSentiment-led rankingCompliance flags weighted 1.5×SLA signals pulled live
"Whisper coaching has cut our junior-rep ramp time in half. Senior supervisors guide live, the customer never hears it, and the audit log keeps compliance happy."
Ismail Tai
Sales Manager · Wholesalevoice
Ready to give supervisors three modes and one click?
FAQ
Questions, answered.
Three live modes — silent monitor, whisper coaching, and one-click barge — plus an AI-ranked floor view that surfaces the calls that need attention right now. Voice and chat, every event audit-logged.
Three modes · one click
Your call center supervisor tools, in three modes.
14-day free trial. No credit card required.
14-day free trialNo credit cardAudit loggedVoice + chat
Last updated: May 2026