iQueue.ai
Contact center floor with agents on headsets at monitors

Contact center and BPO

The Ambient Digital Workforce

Quality, coaching, forecasting and cost-to-serve live in four systems and four departments.

See a team workRead the price list

The problem

Nobody owns this problem, because it does not fit one department.

Quality, coaching, forecasting and economics live in four systems owned by four departments. The supervisor is the only integration point, and a supervisor cannot listen to everything.

So misses are found late, coaching is generic, forecasts are argued rather than reconciled, and nobody can say what a queue costs to serve this week.

  • Cross-functional: QA, workforce management, operations and finance.
  • Requires interoperability: CCaaS, QM, WFM and the client's own ticketing.
  • No single source of truth and no single command structure.

Meet the team

Roles first. Named so you know who to ask, not to seem human.

Every member is a role with a defined scope of expertise, the data it reads, the decisions it owns and the point at which it must hand off. The name is only an identifier for that role instance.

Names are ours to start with. You can rename any member. Names editable

Sub-teams

A team is not flat. It has units, and units have squads.

Like a football team: an offense, a defense, a coaching staff, a scouting operation and a front office — and inside each, specialist squads. Pick a unit, then open a squad to see what it enacts and who is in it.

One team, five units, eleven squads. Conversation intelligence plays offense, the juries play defense, and the workforce plan calls the snap.

Coaching staff · 2 squads

The plan every squad answers to, and the orchestrator that sequences them.

A resume, not a feature list

What one member is actually accountable for.

Root-Cause Diagnostician

Iris Fontaine

Responsibilities

  • Traces quality and CX failures from symptom to cause across conversations, scripts, routing and staffing.
  • Separates agent behavior from process defect before any coaching is drafted.
  • Maintains the standing list of open defects and their owners.

Decides alone

  • Which cause explains a defect, and with what confidence.
  • Whether a defect is process or behavior.
  • When to reopen a closed defect on new evidence.

Escalates to a human

  • Any cause that implicates a client-owned script, policy or system.
  • Defects with regulatory phrasing exposure.
  • Conflicts with a client's stated quality standard.

Measured on

  • Cause accuracy, graded against what actually fixed the defect.
  • Time from signal to identified cause.
  • Recurrence rate of closed defects.

Works with

Conversation Intelligence Analyst · Agent Performance Coach · Intervention Designer · Escalation Adjudicator

Watch the team work

Signal to recorded decision.

  1. 01

    Signal

    Compliance-phrasing misses spike in one queue. Conversation Intelligence Analyst flags the pattern on the mesh within the hour.

  2. 02

    Team forms

    Root-Cause Diagnostician, Coach, Economist and Navigator join. Forecaster is not needed and does not join.

  3. 03

    Work

    Root-Cause Diagnostician traces the spike to a new script released Monday. Agent Performance Coach drafts remediation for the eleven affected agents.

  4. 04

    Pre-clearance

    Cost-to-Serve Economist prices the exposure. The membrane keeps client-identifying detail inside the client's boundary.

  5. 05

    Decision recorded

    Escalation Adjudicator escalates to the QA lead with an attack plan. The decision, its reasoning and the result land in the ledger.

Capabilities

What the team does, week after week.

  • Every conversation reviewed, not a sample.
  • Named-agent coaching drafts tied to specific moments.
  • Interval-level volume, staffing and handle-time forecasts.
  • Cost-to-serve and margin by queue, client and program.
  • Escalation judgment with an explicit authority matrix.
  • Client onboarding acceleration: new-client ramp curves compressed by transferring what the team learned on prior clients, inside membrane rules.

Price list

Fixed price per job. Guaranteed result.

Prices are shown as units. Figures are set on your signed price list. Price placeholder

  • Conversation review and signal detection

    Conversation Intelligence Analyst

    Every conversation reviewed; graded signal set delivered daily.

    TBD per queue / month

  • Defect root-cause

    Root-Cause Diagnostician

    Named cause with confidence, or an escalation.

    TBD per incident

  • Coaching package

    Agent Performance Coach

    Agent-specific remediation, approved by the QA lead.

    TBD per agent / month

  • Volume and staffing forecast

    Volume & Staffing Forecaster

    Forecast inside stated tolerance, or we pay.

    TBD per site / cycle

  • Cost-to-serve model

    Cost-to-Serve Economist

    Margin per queue reconciled to finance.

    TBD per program / month

The guarantee

Everyone logs agent actions. We keep the books. Logs can't set a guaranteed price — books can.

Every competitor asks you to trust a demo. We ask you to read a contract.

Every digital worker is bonded

Each member of each team carries a bond. The team is accountable for the work, not just for the effort.

Fixed price, guaranteed result

Every job sits on a price list with a stated result. No seats. No token meters. If a job fails, we pay.

We keep the books

For every job we have ever run we hold what it cost, which model ran it, and whether it worked — pooled across thousands of organizations.

Read the price list

Hire the team. Keep the plan alive.

Read the price listSee how it works