Behind the scenes · Supervisor

Supervisor Console

Governance at the operational layer — live floor view, KPIs trending against yesterday, and coaching opportunities flagged by the Co-Pilot.

Calls today

1,847

+12% vs yesterday

AI resolution rate

62.4%

+8.1pp vs yesterday

Avg handle time

4m 12s

−38% vs yesterday

Escalation rate

37.6%

−6.4pp vs yesterday

CSAT proxy

4.6 / 5

+0.3 vs yesterday

Live floor view

6 agents on shift

Neha Reddy

On call · UPI

neutral

2:14

Arjun Pillai

On call · Card dispute

tense

6:08

Meera Krishnan

Wrap-up

positive

0:42

Vikram Shah

On call · NRI account

neutral

3:55

Divya Menon

Available

positive

—

Karan Bhatia

On call · Loan EMI

positive

1:21

Coaching opportunities

Arjun Pillai

06:08 ago

Used '90 days' for chargeback window — current MasterCard rule is 120 days. Refresher recommended.

Vikram Shah

12:32 ago

Skipped voice-biometric re-verification on high-value NRI request. Policy reminder.

Neha Reddy

01:47 ago

Excellent handling of agitated SME customer — eligible for monthly recognition.