Gridspace Live Analytics - 2022
When you can't see problems until it's too late, you're not managing a call center, you're watching it collapse in slow motion. Agents handle hundreds of calls daily under strict compliance and performance requirements. The operators managing these centers needed tools that could surface actionable insights from AI without adding cognitive load to an already demanding workflow.
Sift flags negative calls and trends in real time, allowing leadership to stay ahead of emerging issues. Listen to negative calls and resolve them while monitoring an overall site score and key metrics.
Click to reveal transcript and audio, then access full call details.
Listen in, message agents directly, and coach in real-time—turning critical moments into positive outcomes.
Ships with smart defaults for immediate use—fully customizable whenever you need it. Add or remove metrics to customize the score weights based on selected KPIs.
Click into any metric to see the data and scrub through for more detail.
Investigate trends and their related topics, letting managers investigate root causes and triage issues with more clarity.
Drill into any card to hear the conversations to understand what happened.
Sift Live finds negative calls intelligently. Dive into calls to reveal summaries and emotion graphs to illustrate where and when the conversation turned negative.
