Queue AI shows what's happening on the floor right now — so supervisors can protect service levels, coach with confidence, and run a stronger operation.
I spent years inside answering services watching supervisors swivel-chair between five tools to answer one question: "is the floor okay right now?"
Queue AI is the dashboard I wish they'd had. It's specifically for AmTelco IS shops — not a generic contact-center tool with the serial numbers filed off — and the only metrics on it are the ones a supervisor would actually act on in the next ten minutes.
— Bracken
Bracken Fields, founder · previously co-founded Sharpen, sold Edify to AvayaP.S. if you run an AmTelco IS shop and want to argue with me about what should be on the dashboard, my email is at the bottom of this page. I'll read it.
Live data, AI insights, and the action that actually closes the loop — built in.
Wait times, ASA exposure, and staffing risk — refreshed in under five seconds. The screen a supervisor would actually leave open during a Monday morning.
Greeting, dispatch accuracy, notes, script adherence — every call, every shift.
Notes, owners, follow-up dates. Closed-loop, with a paper trail.
Who is getting buried, which calls need review, and what changed since yesterday. The dashboard should support the people already making the hard calls.
"Don't make me hunt through recordings. Show me which call needs a conversation, why it was flagged, and whether we closed the loop." Maria — supervisor, mid-size answering service(name changed; quote on file)
Tuned for answering-service operations: agent adherence, dispatch quality, queue pressure, supervisor follow-up — and the patterns that show up every Monday, lunch hour, and overnight shift.
Calls and queues stream in from AmTelco IS.
Queue AI highlights pressure, risk, and QA misses.
Supervisors review flagged calls and assign coaching.
Owners see staffing, scorecards, and trend movement.
We'll walk through call volume, QA scoring, leaderboards, and coaching using the language your supervisors already use.