Introduction

The Real-Time Voice of the Customer tab in the wolkvox Manager Dashboard allows supervisors and coordinators to see what is happening during active calls across the operation.

From a single view, it is possible to identify calls that require greater attention, consult detected customer sentiment, view the risk level of each interaction, review comments generated from the conversation, and access call details to consult its real-time transcript and summary.

In addition to viewing information, supervisors can intervene as needed through Monitor, Coaching, and Conference options, allowing them to listen to the call, communicate with the agent, or participate directly in the conversation.

This information enables more preventive supervision: instead of reviewing a call only after it ends, critical situations can be detected while the interaction is still ongoing, allowing for timely action.

Access Real-Time Voice of the Customer

In wolkvox Manager:

1. Go to the “Dashboard” from the left side menu.
2. Select the “Agents” tab.
3. Click on “Real-Time Voice of the Customer”.
4. The panel displaying active calls and information updated in real time will be shown.

Check general metrics for active calls

At the top, you will find three metrics that provide a quick read on the current status of operations:

• Active calls: shows the number of calls currently being handled by agents.
• Calls at risk: indicates how many active calls have a High or Critical risk level. This metric allows you to quickly identify conversations that may require supervisor intervention.
• Average sentiment: shows the average sentiment value identified in active calls.

These metrics allow you to quickly identify whether operations are running normally or if there are interactions that should be prioritized for review.

Search and prioritize the calls you want to supervise

Below the metrics, you will find the “Search agent or customer” field, which allows you to locate a specific call using agent or customer information.

You will also find a dropdown menu where you can use different criteria to organize your query:

• Risk.
• Sentiment.
• Duration.

This allows you to review calls from different perspectives. For example, you can prioritize those with higher risk levels, identify conversations with specific sentiment patterns, or review calls based on how long they have been active.

The information in this view updates automatically every 5 seconds.

Understand the active calls table

Each call is displayed as a record within the main table. There you will find the following columns:

• AGENT: name and ID of the agent handling the call.
• CUSTOMER: available information for the customer associated with the interaction.
• DUR.: current duration of the call.
• SENTIMENT: sentiment identified during the conversation, e.g., Neutral.
• RISK: calculated risk level for the call.
• COMMENT: explanation or context regarding what is occurring in the conversation.

Risk levels are visually represented using the following categories:

• Critical.
• High.
• Medium.
• Low.

Comments complement this classification. For example, a call may shift to Medium risk because the customer continues to report an unresolved issue.

This way, supervisors don't have to rely solely on metrics; they can also understand the context driving that classification and decide whether to intervene.

Open call details

Click on the record of the call you wish to review.

A panel with expanded information about the interaction will open, allowing you to view:

• agent name and ID;
• conversation ID;
• customer;
• call duration;
• current sentiment;
• risk level;
• explanation associated with the risk.

This view allows you to focus on a specific interaction without losing sight of the broader monitoring context.

View real-time transcript

Inside the call details panel, you will find the Live Transcript tab.

As the conversation unfolds, identified contributions are shown here from:

• Agent
• Customer

Each entry is differentiated by speaker and includes its corresponding timestamp within the conversation.

This allows supervisors to understand call progress without relying solely on listening to audio.

The live transcript is especially useful for quickly identifying:

• complaints or dissatisfaction;
• recurring issues;
• unresolved requests;
• shifts in conversation tone;
• moments where supervisor intervention may be needed.

View live summary

At the bottom of the details panel, you will find the LIVE SUMMARY section.

This summary consolidates key context as the call progresses. It may include, for instance, contact reason, customer-reported issue, actions taken by the agent, and interaction progress.

The summary simplifies monitoring when you need to quickly grasp an interaction without reading the entire transcript from the beginning.

Monitor or intervene in a call

At the bottom of the call details panel, you will find three options:

• Monitor: Use this option when you need to monitor the call without directly intervening. It allows supervisors to listen to the call between agent and customer and review agent activity during service. Useful for:
  • validating interaction management;
  • reviewing process adherence;
  • analyzing risk situations;
  • performing real-time quality assurance.
• Coaching: Use “Coaching” when you need to assist the agent during the call. This mode allows you to guide the agent while they continue assisting the customer, providing support during situations where they may require instructions, additional information, or supervisor guidance. It is especially useful when the system flags a higher-risk call or when the supervisor notices an agent needs assistance.
• Conference: Select “Conference” when the supervisor needs to join the call directly alongside the agent and customer. This option can be used in scenarios requiring:
  • immediate escalation;
  • resolving complex situations;
  • involvement of a decision-maker;
  • direct support to resolve customer requests.

View the Timeline

Next to Live Transcript, you'll find the “Timeline” tab. This view allows you to chronologically track sentiment and risk level changes detected during the call.

As the conversation unfolds, the Timeline records identified variations, enabling supervisors to recognize when the interaction state changes and how customer behavior evolves throughout the call.

This information is useful for pinpointing moments when, for example, customer sentiment worsens or call risk increases, making it easier to decide whether to monitor, coach the agent, or intervene via conference.

If no variations have been identified during the call yet, the interface will display the message “No sentiment or risk changes yet”.