The command center for every call your team takes.
One dashboard reads your whole team's week, scores every call against a uniform rubric, ranks your agents on a fair composite, fires alerts when something needs you, and writes the coaching, so you manage from insight instead of guesswork.
Part of Voipcom AI, for Voipcom voice clients. We walk you through it live and show a real call end to end.
8
dimension coaching rubric
29
built-in content alerts
3
layers of AI coaching
1
screen to run the team
Manager overview & weekly briefing
Voipcom tells you what to look at this week.
Open the portal on Monday and the briefing has already read your team's last 7 days and flagged what matters: who slipped in quality, where objections spiked, which agent crushed it. Every item deep-links to the agent or call it cites.
- Auto-generated weekly briefing over your team window
- Severity-coded items: high, medium, low, and good
- KPI tiles with sparklines and change vs prior period
- Filter by 7 / 30 / 90 days and inbound / outbound / all
- Site managers auto-scope to their site; office managers see all
📋 This week's briefing
Mar 9 – Mar 15Riley K. dropped 11 points in quality this week vs last. Three calls scored under 60.
open agent →
Pricing objections doubled vs the prior 7 days. Top sources: Call #1247, #1268, #1281.
review calls →
Avery P. scored 95+ on empathy in 8 of 12 scored calls. Share this with the team.
share win →
Call volume up 12% this week. Average speed to answer holding under 30s on all queues.
view service levels →
The coaching engine
Three layers of coaching. Per call, per agent, per week.
The AI does not stop at scoring one call. It coaches each call with quoted evidence, synthesizes patterns across an agent's recent calls, and emails every manager a digest on Monday, all on the same 8-dimension rubric.
Every call, coached with evidence.
Click any call and the AI returns strengths and growth areas, every point quoted from the transcript.
Strength
Reflected the customer's concern about cutover risk.
"Let's walk through how we phase this so nothing drops."
Growth area
Missed asking for commitment after positive signals.
"We'd love to move forward, just need to think it over."
Cross-call patterns, not one-off notes.
The AI reads an agent's recent calls and synthesizes themes, recurring strengths, and recurring gaps.
Focus this week
Riley closes confidently on discovery but fades on price objections. Run roleplay on the next five deals over $5k.
Notable calls
- #1247 model call, bring to 1:1
- #1268 objection slipped, good replay
- #1281 best discovery this month
Based on 62 calls
Your Monday morning, written for you.
Every Monday at 8:00, each manager gets a per-team digest by email: wins, concerns, and the calls that need their eyes.
From: Voipcom AI
Subject: Your team this week · Mar 9 – Mar 15
247 calls · 73% positive · 4.9 ★
- Avery P. set a team record on empathy (96 avg).
- 3 calls flagged for cancellation risk.
- Pricing objections trending up. Team huddle?
All three layers grade on the same uniform 8-dimension rubric
Leaderboard & awards
One score that's actually fair.
Agents rank on a weighted composite, not raw call count, so quality wins and quiet days don't crash the board (minimum three analyzed calls to qualify). The weights are tunable to how your team sells or supports.
Composite score, weighted
Each agent's rank blends four signals:
Avery P. · composite 91
quality 92 · sentiment 88 · FCR 94% · rubric 89
🏆 Awards board · this week
auto-awardedTop performer
Avery P.
composite 91 · 192 calls
Empathy champ
Riley K.
96 avg · 62 scored
Knowledge
Jordan M.
94 avg · 48 scored
Compliance
Sam D.
100% · 89 calls
Competency heatmap
Every agent against every dimension, colored at a glance.
| Open | Disc | Emp | Know | Obj | Res | Comp | Next | |
|---|---|---|---|---|---|---|---|---|
| Avery P. | 88 | 92 | 96 | 84 | 79 | 90 | 100 | 86 |
| Riley K. | 82 | 90 | 96 | 78 | 62 | 88 | 95 | 80 |
| Jordan M. | 85 | 80 | 74 | 94 | 70 | 82 | 92 | 76 |
| Sam D. | 79 | 76 | 70 | 81 | 66 | 79 | 100 | 72 |
| Casey L. | 72 | 68 | 64 | 70 | 58 | 74 | 88 | 66 |
Agent vs team radar
Drill into any agent to see their shape against the team average.
Content alerts
29 alerts watching every call, so you don't have to.
Every call is checked against every active rule the moment it's analyzed, then the right person gets pinged only when it matters. Flip on the 7-rule starter pack in one click, or write your own in plain English.
Churn & retention
4 alert types
- ★ Cancellation intent
- ★ Threat to switch
- ★ Refund / chargeback
- ★ Repeat complaint
Sentiment & emotion
3 alert types
- ★ Negative sentiment
- ★ Angry / hostile call
- ★ Distressed customer
Conduct & compliance
6 alert types
- ★ Profane language
- ★ Abusive / threatening
- ★ Agent unprofessional
- ★ Missing disclosure
- ★ Sensitive data spoken
- ★ Agent over-promising
Legal & safety
3 alert types
- ★ Legal threat
- ★ Safety / injury
- ★ Reputational threat
Sales signals
5 alert types
- ★ Hot lead
- ★ Competitor mention
- ★ Pricing objection
- ★ Lost deal
- ★ Upsell opening
Support & escalation
4 alert types
- ★ Security incident
- ★ Escalation needed
- ★ Issue unresolved
- ★ Callback promised
Operations
2 alert types
- ★ Unusually long call
- ★ Low quality score
Custom rules
2 alert types
- ★ Custom keyword
- ★ Custom condition (plain English)
★ Starter-pack rules come pre-built. Switch them on in one click, or build your own in plain English.
Ask your calls
Search every call in plain English.
Ask a question the way you'd ask a teammate. The portal reads your team's recent calls and answers with citations you can open.
Four calls raised cancellation this month. Two cited price, one a missed callback, one a billing error since resolved.
Service levels
The operational numbers, live.
Beyond coaching, the portal tracks the queue metrics that tell you whether callers are getting through: answer rate, speed to answer, abandonment, and service level, with a live wallboard.
94%
Answer rate
28s
Avg speed to answer
3.1%
Abandon rate
88%
Service level · 20s
Live wallboard · 3 agents available · 0 calls waiting
Everything in one place
The whole manager portal
One login, scoped to each manager's role, with every view connected to the calls behind it.
Run your team from one screen.
Book a walkthrough of the manager portal: the dashboard, the coaching rubric, the leaderboard, and a real call from start to finish.