Forecasting and staffing decided by AI, reporting accurate enough to be called fair, and coaching that learns the agent, not just their numbers.
SupportPulse learns the trend in your own weekly volume and projects it up to eight weeks ahead. It then works out how many agents each shift needs to handle that traffic at a healthy workload, shift by shift, not as a monthly average.
Each agent is measured against the traffic that actually came in while they were online, hour by hour. A quiet early shift is never compared with a busy evening, so the volume each person handled is judged fairly.
Service level, first response time, resolution time, handle time, QA, CSAT and pickup rate are worked out the same way for every channel, whether the figures are synced, typed in or uploaded. Each one shows green when it meets target, amber when it is close, and red when it misses, using the limits you set.
For every hour of a shift, SupportPulse sets the traffic that came in against the agents who were online to handle it. Each hour is then compared with the rest of the period you are looking at, so you can see which hours ran heavy and which were light, without a made up benchmark.
Payroll is shared across channels by the volume each one handled, and costs such as telephony are added on their own line. You choose whether outbound contacts count. Cost and volume always come from the same dates on screen, so the figure is one you can trust.
Procedures and product notes in folders you arrange, written in the app or uploaded as PDF, Word or Excel files. Search looks inside every one of them, so typing the question finds the sentence that answers it, not a file to read.
The same core that answers questions on the AI Insights page reads your forecasts, your coverage and every agent’s history. Ask it in plain English; it answers from your own records, and shows the figures it used.
A plan is a living document: targets, movement week by week and the review dates, updating from the same KPI record the dashboard reads. No reconstructing the story at review time.
Each agent has an AI coach that sees only their own numbers. It explains their figures in plain words, points out what is going well, and gives practical tips and a plan for the week ahead.
Coaching notes, QA audits, acknowledgements and disputes all land on one timeline against the agent, so a review is evidence rather than memory.
Each agent sees their own scorecard, expectation and trend, and can ask the AI what to work on this week. They see the same numbers their lead sees, so there are no surprises at review.
Appraisal forms your operation designs for itself, completed next to the agent’s own figures for the period, so every rating sits beside the evidence it is about.
A leaderboard scored on the weights your operation chooses, so the people at the top are there for what you actually value, and everyone can see how each score was reached.
Per agent, per month, billed annually. Every tier includes the full KPI model. The tiers differ in how much of the AI and the people layer you switch on.
The full KPI model and one place for all your reporting. For teams getting their numbers straight for the first time.
AI API tokens are added by you, from your own AI provider account.
Start with PulseAdds the planning: schedules, leave and swaps, forecasts, and the fair share engine that makes performance comparable.
AI API tokens are added by you, from your own AI provider account.
Choose OpsThe people layer in full: QA and its audits, weekly feedback, live improvement plans, appraisals, and a personal AI coach for every agent.
AI API tokens are added by you, from your own AI provider account.
Choose CommandIllustrative pricing for this landing page. Contact us for a quote for your team.
“We used to argue about whose SLA number was right for the first twenty minutes of every weekly review. Now the argument is about what to do next, which is the argument I actually want.”
“The PIP stopped being a document we wrote at the end. The agent watched their own line move every morning, and two of the three came off plan early.”
“It told me one of my best agents fades in her last ninety minutes, not that she was underperforming. We moved her shift. That is the difference.”
Illustrative quotes. Sample content for demo purposes.
Sign in with your work email, or get in touch for a walkthrough with your own last four weeks loaded in.
