Most contact centre platforms give supervisors two options: listen live to a single call, or wait for post-call reports. Neither scales. SONIQ CC takes a fundamentally different approach — every active call runs through the AI pipeline in real time, giving supervisors contextual awareness across every agent simultaneously.
The real supervisor screen
This is the actual SONIQ CC supervisor wallboard. Light theme. Agent cards grouped by status (On Call, Available, Offline). Each on-call agent shows the remote party number, call duration, live sentiment bar (CC+ feature), keyword alert badges, and Listen/Whisper/Barge buttons. The sentiment bar updates per-sentence via Supabase Realtime broadcast channels.
Supervisor
CC+4 agents · 3 on call · 1 available
Live transcription with per-sentence sentiment
Click “Transcript” on any agent card and the live transcript panel opens. Speaker-tagged (Agent vs Customer), per-sentence sentiment scoring with coloured badges (positive/neutral/negative), and a real-time audio waveform. Supervisors can read the conversation as it happens — faster and more scalable than listening in.
Auto PCI DSS compliance
When a caller provides card details, SONIQ automatically pauses the recording, suppresses the transcription, and resumes after payment authorisation. No card data ever touches the CDR, the transcript, or the AI models. No agent training. No third-party add-on. No extra cost.
No card data in transcript, CDR, or AI models. Full audit trail maintained.
What's included
Real-time presence, call status, duration, sentiment per agent
Per-sentence, per-call, trained on 39 industry verticals
Cancel, refund, complaint — configurable per queue
Recording paused, transcription suppressed during card data
Speaker-tagged, sentiment-scored, real-time readable
AI identifies call purpose: support, sales, cancellation, complaint
Wait times, SLA, abandonment rate, handled vs AI-deflected
Coach agents live or take over — with full context pre-loaded
“We built SONIQ CC because supervisors shouldn't need to listen to calls to know what's happening. The AI does the listening — the supervisor does the managing. That's how you scale a contact centre in 2026.”
About SONIQ
SONIQ is an AI-native, context-aware communications operating system built on modern SFU infrastructure for the UK channel.
Media contact: [email protected] · soniqlabs.co.uk