Live oversight
You hold the wheel.
Watch the transcript and call state as they unfold. Steer the next reply, take over from the browser, or transfer the caller with the case facts already attached.
The Governed Outbound Standard §8: you hold the wheel.
How it works
Present on every call, without crowding it.
Any live call can be opened in the command center. The transcript streams beside the current call state, so a supervisor sees what the caller said and what the system is doing in real time.
caller: The treatment started last month.
agent: Which facility handled the first visit?
whisper → clarify whether the visit was urgent care
agent: Was that an urgent-care visit?
TAKEOVER · supervisor on the line
The platform reads the conversation as it happens and surfaces next-move signals: probe, clarify, or de-escalate. A supervisor can send a whisper note that the agent folds into its next reply without exposing the note to the caller.
call state → treatment timeline incomplete
signal → probe for first facility
signal → clarify current representation
signal → de-escalate before next question
A supervisor can take over the live call from the browser mid-sentence, speak directly, then hand the conversation back to the agent. Every takeover and hand-back is written to the audit record.
supervisor selected → take over
agent yielded mid-conversation
supervisor spoke with caller
call handed back to agent
takeover events appended to audit record
Use a warm or cold transfer to an attorney or another agent. The captured case facts travel with the handoff, so the caller does not repeat the intake that just happened.
destination → attorney intake desk
mode → warm transfer
case facts → attached to handoff
caller continues without repeating intake
caller: The treatment started last month.
agent: Which facility handled the first visit?
whisper → clarify whether the visit was urgent care
agent: Was that an urgent-care visit?
TAKEOVER · supervisor on the line
call state → treatment timeline incomplete
signal → probe for first facility
signal → clarify current representation
signal → de-escalate before next question
supervisor selected → take over
agent yielded mid-conversation
supervisor spoke with caller
call handed back to agent
takeover events appended to audit record
destination → attorney intake desk
mode → warm transfer
case facts → attached to handoff
caller continues without repeating intake
Thirty minutes. Take the wheel.
We'll run a live call, work a sample docket, and show you the system refusing a call it shouldn't make.