Capacity, queues, SLA breach risk, and rising frustration — all live on one screen, each with a button to step in right away.
You find out a queue backed up when a customer complains — not while it's backing up.
One agent is drowning and another is idle, and no one has the number that shows it.
And when you want to help an agent on a hard conversation, your only option is to take it from them.
Capacity, queue depth, SLA breach risk, and sentiment. Each one comes with an action, not just a number.
Every agent's status, current load, and how much headroom is left.
Coach an agent inside the conversation without the customer seeing anything.
A single queue or all of them, with a preview of how many conversations will move.
Turn it off and assignment goes manual; the switch itself is logged.
Every automated decision and human intervention, with its time, reason, and owner.
A whisper delivers your guidance to the agent inside the screen they're working in. The agent sees it; the customer doesn't — so the fix lands before it becomes a complaint, and the agent learns instead of being undermined.
The supervisor writes to the agent in the very conversation they are working, not on a side channel or in a meeting later.
No extra message, no "you're being transferred to a supervisor". The conversation stays with the same person at the same pace.
Whispers appear in the audit log with the supervisor's name and timestamp, so governance holds and coaching is grounded in what actually happened.
Each supervisor sees only their own scope.
Breach risk, overload, and rising frustration.
Whisper, rebalance, or pause automatic routing. Every action is logged.
The supervisor plane sits on top of the routing engine, feeds analytics, and delivers your guidance inside the inbox your agent is working in.
You see pressure as it builds and step in from the same screen — and every intervention is logged.
Real words from customers in real estate, healthcare, and fitness.
“I spoke to many companies of different nationalities… the only one I felt truly understood me was Eng. Tarek. Personally, I'm proud that work at this level exists in Egypt — it meant I didn't have to contract an English or Indian company in the same field.”
“The platform is easy to use, helped us improve our conversion rate, and delivers strong performance — especially for the medical field. The team is very professional, and their customer support is outstanding and always responsive. Highly recommended.”
“Dovera allowed us to save 10+ hours a week through their AI agent and booking system.”
No. Guidance appears only in the agent's own screen and is never sent to the channel. The customer sees no extra message and no "transferred to a supervisor" notice — the conversation stays with the same person. The intervention itself is recorded in the audit log under the supervisor's name.
Only their scope — the teams and queues they are responsible for. Permissions work at four levels (own / team / workspace / account), and you can build custom roles for a different split. Every data access is logged.
Yes, with one switch per workspace. When it is off, queues still show their depth and SLA health, and assignment becomes manual. The switch itself — who turned it off and when — is logged.
It recalculates the distribution of all open conversations in the selected queues at once, based on available capacity, skills, and proximity to SLA breach. Useful after a team meeting or at shift change. It previews how many conversations will move before executing.
Automatic PII redaction can be enabled per channel and runs on the conversation before it is stored or displayed. Every redaction appears in the audit log, so you can demonstrate it worked at review time.
Book a demo and we'll show you exactly how Dovera replies, books, and opens customer profiles 24/7.
