Human operators

When a campaign involves human operators (in escalation mode or operator with AI assistant), the module manages presence, call distribution, and monitoring.

Operator presence

Each operator declares whether they are available, on break, in call, or offline. The system distributes calls only to those available, and shows the load per person in real time, avoiding saturation.

Queues and distribution

• Fair distribution. Round-robin: the next call goes to the operator who has handled the fewest. Guarantees a balanced load.
• Skill-based distribution. If operators have specializations (languages, customer types), the system routes to the right person.
• Priority-based distribution. Hot leads to seniors, standard confirmations to juniors. Rules are configurable per campaign.

Conference with the AI

A distinctive feature: when the AI hands the call to the operator, there's no cold transfer. The operator joins the conference while the AI is still on the line. They see the transcript of the words just said, receive a summary of the context, and can greet the customer without interruption. The AI then silently exits or remains as whispered support to the operator.