Agent Management

The Only Place All of It Lives.

Hiring, watching, grading and improving a room full of agents is one job. It should not be four tools and a spreadsheet.

Every agent is a person at a desk: on a call, wrapping up, on break, gone quiet. You read it the way you read a room.
Listen silently, whisper to the agent, or barge into the call.
See their screen, for the coaching a recording cannot answer.
Utilization per agent — talk time against time available, so a quiet afternoon is a number rather than a feeling.

My Dashboard. Each agent opens their own board every morning: calls, talk time, retainers sent, what signed, and how long since they last missed the recorded-line disclosure.
Every call transcribed and graded the morning after — disclosure, script, objections, and whether the qualify decision was right.
Line-by-line comments pinned to the moment in the transcript, so feedback lands on the sentence rather than on the person.
AI roleplay. New agents rehearse against a caller that objects, goes quiet and changes its mind — scored on the same rubric as a real call. Nobody learns intake on a real client.

Available, on a call, wrapping up, lunch, break, training, in a meeting, off — set by the agent, visible to you, and logged.
A status either of you changes shows on the other’s screen, so a break you granted is not a mystery ten minutes later.
Presence is a heartbeat, not a checkbox: an agent whose browser has gone quiet stops being rung.
Schedules and days off feed the same picture, so utilization is measured against the time they were meant to be on.

The lead’s whole history, the script for that firm, and the qualifying criteria, on one screen.
The disposition list for that campaign, not a generic one.
The retainer goes out from the same screen, while the client is still on the line — which is the only call most leads ever sign on.
Objection prompts for the answers agents get wrong most often.

Any call can be shared to a library the whole floor can hear: the one that signed, and the one that went wrong.
Comments pinned to the moment, so a new agent hears the objection and the answer together.
The same rubric scores a roleplay and a real call, so a score means one thing.

Talk time against time available, per agent, per day.
Ring, wrap and idle are separate numbers, so a slow afternoon has a cause rather than a mood.
Measured against the schedule, so somebody on lunch is not counted as idle.
The gap between your best agent and your worst, as a figure you can act on.

The rest of it

One product, one seat — not four invoices.

Progressive dialing, every call dispositioned, follow-up that books itself, and the telephony underneath it.

Litigator lists and registries checked before the dial, and the consent recording kept where you can replay it.

Decision rate, DQ rate, qualified rate, signed rate — by source, by agent, against what the leads cost.

Campaigns, number pools, transfer targets and scripts per client — and a login for each of them.

See it on your own numbers

Thirty minutes on your own numbers. We will show you the Floor, run a scrub against a list you bring, and replay a consent certificate end to end.