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Dashboard Overview 1. Digitize – Unified Call Center Visibility
Problema: Falta de visibilidad del centro de llamadas

Solution Solution: Digitize all call activity, agent statuses, queue positions, and real-time metrics into a unified Supervisor Dashboard.

• Live agent statuses (Available, Busy, On-Call, Offline) • Automatic call logging (start, end, outcome, duration) • Real-time queue visualization • Call routing heatmaps and load distribution • Presence monitoring powered by Firebase

Solución: Digitalizar actividad del centro de llamadas para mostrar estados de agentes, colas y métricas en un panel unificado.

The dashboard replaces manual spreadsheets, Slack updates, and guesswork with live operational intelligence directly from Twilio + Firebase.

Results

1. Real-Time Visibility
Supervisors see exactly what's happening—every call, every agent, every second. Supervisores ven toda la actividad en tiempo real.
2. Centralized Activity Log
Automatic logs eliminate manual reporting and reduce agent overhead. Registros automáticos eliminan informes manuales.
3. Queue Intelligence
Live queue metrics reduce abandonment and improve routing decisions. Métricas de cola optimizan decisiones de enrutamiento.

With full digital visibility, supervisors gain control and insight into every aspect of the contact center.

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Analytics 2. Analyze – Performance, Bottlenecks & Insights
Problema: Difícil analizar rendimiento del equipo

Analysis Solution: Use AI-driven analytics to evaluate performance, routing fairness, load distribution, and agent efficiency.

• Longest-Idle routing breakdown • Shotgun routing analysis (multi-agent dial attempts) • Answer rates, transfer rates, abandonment rates • Average Speed to Answer (ASA), call handling time • Agent-level KPIs updated per call event

Solución: Analítica impulsada por IA para evaluar rendimiento, carga, enrutamiento y eficiencia.

Supervisors can compare how agents are performing in real time and make data-driven decisions to optimize the call center.

Results

1. Bottleneck Detection
Identify slow response patterns, routing issues, or overloaded agents. Detecta cuellos de botella y agentes sobrecargados.
2. KPI Tracking
Metrics update live with every call event—no manual updates required. KPI actualizados automáticamente con cada llamada.
3. Workforce Optimization
Identify coaching opportunities and performance gaps instantly. Identifica oportunidades de capacitación al instante.

Analysis transforms raw call data into actionable insights, empowering supervisors to optimize performance in real time.

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Automation 3. Act – Intelligent Automation & Supervisor Tools
Problema: Procesos manuales y decisiones inconsistentes

Automation Actions Solution: Automate routing, status updates, workflows, ticketing, and supervisor interventions using AI and real-time data.

• Auto-update agent statuses (Available, On-Call, Busy) • Auto-assign leads based on availability + specialty • Auto-route calls using Weighted Idle, Multi-Dial, or Fair-Routing models • Auto-create tasks/tickets in GHL • Supervisor-level “force transfer,” “take over call,” “mute,” and “hold” controls

Solución: Automatizar enrutamiento, estados de agentes y flujos de trabajo usando IA y datos en tiempo real.

With automation driving the workflow, supervisors gain speed, consistency, and control—ensuring smooth operations even at high call volume.

Results

1. Reduced Manual Workload
Status updates, call logs, and task creation happen automatically. Actualizaciones y registros automatizados.
2. Faster Resolutions
Supervisors intervene with a single click—no tool switching. Intervención rápida sin cambiar de herramientas.
3. Enterprise-Grade Routing
Smart routing reduces abandonment and increases first-call resolution. Enrutamiento inteligente mejora la resolución de llamadas.

By acting on insights with automation, organizations achieve greater efficiency, customer satisfaction, and operational resilience.

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