Overview, root-cause investigation, interactions, human agents, AI agents, queues, actions, reports, integrations, and data health — all against your real data, all explainable.
A composite health view across resolution, sentiment, escalation, and AI reliability — with live activity and the anomalies driving today's picture.
Prioritized, evidence-linked incidents the moment a metric moves outside its normal range — not a wall of undifferentiated alerts.
Drill into any incident: the evidence timeline, the correlated metrics, a linked operational event if one was logged, and the specific conversations.
Every call, chat, and email — filterable by queue, agent, channel, resolution, and intent — with the full transcript and AI analysis behind each one.
A leaderboard built for investigation, not ranking — handle time, transfer rate, escalation, and quality, with drill-down into the interactions behind any pattern.
Full observability over the AI analysis layer itself — confidence trend, latency, provider mix, and the call log behind every automated assessment.
We'd rather tell you exactly what's live than let a demo imply more than the product does. This table is kept current as we ship.
| Capability | Status | Detail |
|---|---|---|
| Metrics & anomaly detection | Available | CSAT, AHT, FCR, service level, transfer/escalation rate, statistical (explainable) anomaly detection. |
| Root-cause / correlation engine | Available | Deterministic — every finding traces to a stored anomaly, event, and interaction. Never a black-box model. |
| AI conversation analysis | Available | Sentiment, intent, resolution assessment, compliance flags, and conversation-quality scoring per interaction. |
| AI subsystem observability | Available | Latency, cost, confidence, retry/fallback rates for the AI layer itself. |
| Org-based login & subdomains | Available | Self-serve organization signup, email + password login, tenant-scoped access. |
| Mock / synthetic data provider | Available | Full end-to-end demo data generator — useful for evaluation before a live connection. |
| Genesys Cloud CX / Amazon Connect mapping | Mapping built | Payload-mapping logic is written and tested; live account connection is the next milestone. |
| AI-agent / bot conversational telemetry | Roadmap | Containment, fallback, and transfer-rate tracking for bot-handled conversations (distinct from today's AI analysis layer). |
| Enterprise SSO (SAML/OIDC) | Roadmap | Org-based login exists today; federated SSO is planned for larger deployments. |
| Encryption at rest & retention enforcement | Roadmap | Retention windows are configurable today but not yet enforced by an automated purge job. |
| SOC 2 | Roadmap | See Security & compliance for current posture. |
Start free with synthetic data, or talk to us about connecting your contact-center platform.