AnvilCX
jason@anvilcx.com

We turn scale from your failure mode into your moat.

Calls. Coaching. Help desk. Chat. Agents at every surface, issues surfaced live, dashboards your stakeholders have never had.

See the architecture ↘
Calls monitored
18,432
+ live
Issues surfaced today
1,247
last 24h
Agents online
47
across 6 ops centers
cohort 247 · zoom-class · live
QA · gap flagged
Calls monitored · every line, every minute● Coaching covered · every session, every cohort● Help desk triaged · every ticket, every queue● Chat watched · every thread, every escalation● Calls monitored · every line, every minute● Coaching covered · every session, every cohort● Help desk triaged · every ticket, every queue● Chat watched · every thread, every escalation●

Four surfaces in. One agent mesh.
Live stakeholder view out.

Same teams. Same Zoom rooms. Same ticket queues. Coverage stops being a sampling problem.

runtime anvilcx://ops/cluster-01
data stream agent action healthy
surfaces · in
Voice Calls
live
3,214 lines · ACTIVE +12/s
Coaching Sessions
live
Cohort 247 · class 12/50 04:18 in
Help Desk
live
#9912P2
#9913P1
#9914P3
#9915P2
#9916P3
#9912P2
#9913P1
#9914P3
queue · 286 open SLA 6m
Chat
live
"still waiting on the refund"
sentiment ↓ 0.42
"can I speak to a manager"
escalation flagged
"this is the third time"
"order #44128"
"still waiting on the refund"
sentiment ↓ 0.42
"can I speak to a manager"
escalation flagged
"this is the third time"
"order #44128"
4,021 active threads +47/s
agents · mesh
anvilcx mesh
14 agents, 4 surfaces
QA
v.04
live
CERT
v.04
live
RETRAIN
v.03
idle
FLOOR
v.04
live
CALL-QA
v.05
live
COACH
v.04
live
TRIAGE
v.05
live
CHAT-SE
v.04
live
SUM-X
v.02
stby
SENT
v.03
live
ESCAL
v.04
live
DASH
v.05
ok
events/sec
284
latency p50
112ms
flags/min
9
stakeholder · out
Coverage
+92pts vs baseline
100%
calls · coaching · tickets · chat
VC
CO
HD
CH
issue surfaced · 00:03 ago
Cohort 247 · trainee #882
Coaching gap on objection handling. 3 missed checkpoints in last session.
CERT AGENT · queued supervisor pinged
First-pass cert · 30d
45% → 68%
day 0day 30
Activity
live feed
14:02:18 QA flagged coaching gap · cohort 247, #882
14:02:11 CHAT escalated · #9912 sentiment ↓
14:02:04 TRIAGE sorted 47 tickets · 5m
14:01:52 FLOOR ping · agent #214 dwell+
14:01:33 CERT 1:1 launched · #874
14:01:14 CALL-QA coaching note · line 412
14:02:18 QA flagged coaching gap · cohort 247, #882
14:02:11 CHAT escalated · #9912 sentiment ↓
14:02:04 TRIAGE sorted 47 tickets · 5m
14:01:52 FLOOR ping · agent #214 dwell+
14:01:33 CERT 1:1 launched · #874
14:01:14 CALL-QA coaching note · line 412

Same surfaces. Same teams. Full coverage. Live visibility. Real data for the first time.

The view your stakeholders
have never had.

ops.anvilcx.com / cluster-01 / live
connected
Calls / today
18,432
+8.2%
Sessions covered
312 / 312
100% ↑ from 22%
Tickets triaged
2,847
5.2m avg SLA ok
Threads watched
4,021
12 escal. 5m
Issues surfaced · last hour
17 total
All P1 P2 P3
sev
surface
type
recommended action
when
P1
chat
Sentiment collapse · refund thread
Escalate to senior · order #44128
00:23
P2
coaching
Coaching gap · objection handling
Cert agent 1:1 · cohort 247, #882
02:11
P2
voice
Hold time spike · billing line
Reroute · open 3 spare seats
04:48
P3
helpdesk
Topic cluster · "shipping"
Macro suggested · review
06:02
P1
floor
Dwell + on agent #214
Coach now · script ramp
11:37
P2
coaching
Trainer drift · pacing
Quiet nudge to trainer dock
18:09
First-pass cert
68%
+23 vs base
30-day retention
88%
curve flattens
Ticket TTR
5m 12s
−38% vs base
CSAT
4.62
+0.41
Activity feed
live
14:02:18
QA Agent flagged coaching gap: Cohort 247, Trainee #882
14:02:11
Chat Agent escalated: ticket #9912 sentiment dropping
14:02:04
Help Desk Agent triaged 47 tickets in last 5 min
14:01:52
Floor Agent early ping: agent #214 dwell rising
14:01:33
Cert Agent launched 1:1 with trainee #874
14:01:14
Call-QA Agent coaching note: line 412
14:02:18
QA Agent flagged coaching gap: Cohort 247, Trainee #882
14:02:11
Chat Agent escalated: ticket #9912 sentiment dropping
14:02:04
Help Desk Agent triaged 47 tickets in last 5 min
14:01:52
Floor Agent early ping: agent #214 dwell rising
14:01:33
Cert Agent launched 1:1 with trainee #874
14:01:14
Call-QA Agent coaching note: line 412
Cohort 247 · today
session attendance44/45
checkpoints cleared312/360
predicted first-pass71%
at-risk trainees7
scared moment
"This is the first quarter we've had real data on every coaching gap, every failed checkpoint, every trainee who was going to walk."
ops lead, 5,000-seat program

Four surfaces. Same operator playbook.

Training is one of them. Not the whole story.

01
Live call monitoring & coaching

Every line, not a sample. Coaching cues land while the agent is still on the call.

02
Training cohort QA

Every Zoom session covered. First-pass cert from 45% toward 70%. Retraining personalized.

03
Help desk auto-triage

Tickets sorted by intent and severity. Escalations surfaced before SLAs slip.

#9912P2
#9913P1
#9914P3
#9915P2
04
Chat sentiment + escalation

Every thread watched. Sentiment drops and escalations flagged the moment they happen.

"can I speak to a manager"
sentiment ↓ 0.42
escalation flagged

See the agents run on a sample BPO Operation.

jason@anvilcx.com