For contact-centre managers
See and steer the whole contact centre from one console
You answer for service levels, quality and cost. WoneAssistant gives you live control of the queues, a view of how AI and agents each perform, and tools to review conversations fairly.
You manage numbers that arrive after the fact
Reports that land the next day cannot save a queue that is overflowing now. And with AI in the mix, you need to know what it resolved, where it escalated, and whether callers were satisfied.
Quality review is time-consuming, and automated scores can look more certain than they are.
How it works
What the console gives you
- Step 1
Run queues and availability
Create queues for sales, billing, support and complaints, and manage agents and availability.
- Step 2
Watch live activity
Follow waiting customers, live calls and abandonment as they happen.
- Step 3
Measure AI and humans together
See resolution and escalation rates, workload and service levels side by side.
- Step 4
Review quality
Evaluate conversations against your service standards with summaries and review workflows.
In practice
A Monday surge
After a service incident, billing calls triple. The console shows the queue growing and abandonment rising.
You move two agents into the billing queue and widen what the assistant may resolve on its own.
By afternoon the queue is steady, and the review list shows which escalations the assistant handled well.
What you get
Capabilities behind this setup
Queues, inbound and outbound
Separate queues by function, with priority and overflow.
Supervisor console
Live queue activity and intervention under permissions.
Quality management
Review workflows for conversations and policy compliance.
Service analytics
Service levels, abandonment, AI resolution and escalation rates.
Compliance-constrained campaigns
Outbound campaigns limited by consent, attempt limits and calling hours.
Operational incidents and health
Service health and incidents in a single view.
Questions
Frequently asked
- Can I run outbound campaigns as well?
- Yes, within consent, suppression, attempt and timezone constraints. Regulatory review per jurisdiction is required before live dialling.
- Do agents need a separate tool?
- No. Human agents get an integrated workspace with caller information, history, case details and knowledge.
- Are automated quality scores final?
- No. They assist reviewers. Disputes and review stay with people.
Security and AI disclosure details are on the trust page.
See this setup with your own calls.
Tell us your numbers, your hours and who should answer. We will walk through a configuration built for this scenario.