SAWT - Platform - Agent Operating Suite

Platform Agent Operating Suite

Leadership visibility into what’s really happening.

Every interaction becomes a source of intelligence, giving leadership visibility into customer needs, operational performance, and emerging business trends.

Conversation Clustering

What are your customers
really calling about?

Thousands of conversations grouped into themes automatically. Leadership sees recurring complaints, emerging issues, and unmet needs before they become problems.

Automatic topic clustering across all interactions
Surfaces themes and trends without manual tagging
Identifies high-volume issues before they become crises
Feeds directly into Executive Decision Support

Top Conversation Clusters · This Week

Late delivery complaints ↑ 23%

Payment plan requests 1,247 calls

Account verification friction New theme

Trend Analysis

Performance over time,
not just today.

Weekly and monthly views of what’s improving, what’s not, and where leadership needs to act.

Escalation trends flagged before they become operational issues
Comparative views — week over week, month over month
Tied directly to business outcomes, not just call metrics
Feeds directly into Executive Decision Support

30-Day Trend View

Resolution rate 91.5% ↑

Avg handle time 2m 14s ↓

Escalation rate 4.1% ↓

Live Monitoring

See everything,
as it happens.

Real-time visibility into every active interaction — sentiment, volume, escalation triggers, and agent performance. Nothing happens without leadership knowing.

Live view of all active calls and interactions
Sentiment trend detection with configurable escalation triggers
Queue and volume monitoring across all channels
Instant visibility for supervisors and operations leads

Live · 3 Active Interactions

Call #4821 Sentiment: Positive ↑

Call #4822 Watch

Executive Decision Support

The data leadership
needs to act.

Intelligence from every interaction, distilled into signals leadership can act on. Cost efficiency, capacity, emerging issues, and expansion opportunities in one view.

Cost-per-interaction and headcount efficiency at a glance
Emerging issues surfaced from Conversation Clustering
Recommended next use cases based on operational data
Board-ready metrics. no analyst required

Executive Summary

Cost per interaction ↓ 68%

Operational capacity freed 3.2×

Top emerging issue Verification friction

Recommended next action Expand to Lead Qual

Try Demo

See the Analytics
Layer in action.

Get in touch

Leadership visibility into what’s really happening.

What are your customers really calling about?

Performance over time, not just today.

See everything, as it happens.

The data leadership needs to act.

See the Analytics Layer in action.

What are your customers
really calling about?

Performance over time,
not just today.

See everything,
as it happens.

The data leadership
needs to act.

See the Analytics
Layer in action.