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Platform · Agent Management

Boost team performance with the next-gen agent management tool.

Experience the future of agent excellence. Our platform provides real-time performance insights, personalized training, and instant feedback for agents. Managers monitor team performance seamlessly, making informed decisions for continuous skill improvement.

Book A Demo See capabilities →
40%
Faster agent
onboarding ramp
3×
Coaching sessions
per QA specialist
+19%
Average lift in
team CSAT
real-time
Mistake detection
& coaching
↑
+18 pts this week
Empathy criterion
!
3 training tasks
Assigned by Ender
Agent profile · Sarah A.
SA
Sarah A.
Retail desk · 14 calls/day
★ Top performer Certified
94
Avg score
Skill profile · last 30 days
Empathy phrasing
96
Compliance adherence
94
Cross-sell offered
78
First-call resolution
90
Coaching task — Tuesday 10am
🎯
Assigned by Ender
Watch playlist "Top cross-sell openings" (3 calls, 12 min) — your skill gap on cross-sell is the only thing between you and a 95+ avg.
40%
Faster agent ramp
(vs. manual onboarding)
+19%
Lift in team CSAT
after 90 days
3×
Coaching sessions per
QA specialist per month
100%
Agents covered by
self-review portal
Coach your team based on structured data

Four capabilities that make coaching scalable

Real-time mistake detection. Skill-gap analysis tied to actual call data. Curated learning playlists. Improvement tracking that compounds over months — not just at the next quarterly review.

Capability 01
🎯

Agent skill gap identification

Employ individual metrics to identify distinct competency gaps, enabling targeted interventions and customized development plans to enhance both individual and team performance.

  • Per-agent skill profile across every QA criterion
  • Gap analysis vs. team and top-performer benchmarks
  • Auto-generated development plans tied to specific skill gaps
  • Cohort views by team, queue, product, language
How skill profiles are built →
Marcus K. · Skill profile
Empathy Compliance Cross-sell Resolution Listening
Marcus (current)
Top performer
Biggest skill gapCross-sell · −22 pts
Capability 02
⚡

Immediate mistakes detection

The system ensures immediate notification of critical mistakes and non-compliance with standards, allowing swift response and resolution. No more waiting until Friday's coaching session — feedback reaches the agent the same day.

  • Real-time alerts for compliance & QA breaches
  • Severity-graded notifications (urgent / warning / info)
  • Direct routing to agent's team lead and coach
  • Resolution workflow with confirmation tracking
See alert configuration →
Marcus K. · Today's flags
!
Compliance — APR disclosure missed
Call #CX-4418 · Severity: critical
2m ago
~
Cross-sell opportunity not offered
Customer asked about pricing tier
14m ago
~
Identity verification skipped
Standard procedure step omitted
28m ago
~
Talk-listen ratio out of range
Agent talked 72%, target 60%
42m ago
Capability 03
🎵

Playlists of best practices

Curate learning playlists showcasing exemplary practices, allowing agents to glean insights and adopt industry-best techniques. Top-performer call snippets, sorted by topic — agents learn from the actual conversations that worked.

  • Auto-curated playlists from top-performer calls
  • Topic-based libraries (cross-sell, retention, escalation)
  • Self-paced agent learning portal
  • Ender Drive — central training-materials repository
How playlists are curated →
Playlist · Top cross-sell openings
▶
Top cross-sell openings
5 calls · 18 min · Top performer Sarah A.
✓
Reframe by industry — Sarah A.
Call #CX-4109 · ROI angle
3:42
✓
Soft transition to pricing — Sarah A.
Call #CX-3987 · Plan-fit question
2:54
3
Bundle pitch — Sarah A.
Call #CX-4221 · Multi-product scenario
4:18
4
Handling "let me think" — Daniela G.
Call #CX-4302 · Hesitation reframe
3:08
5
Closing with confidence — Sarah A.
Call #CX-4188 · Same-call commit
4:01
Capability 04
📈

Tracking of improvement

Gain valuable insights over time into the effectiveness of training initiatives and recognize achievements with intuitive analytics tools. Track per-agent, per-team, and per-cohort improvement against your KPIs.

  • Per-agent improvement curves over weeks & months
  • Pre / post coaching impact analysis
  • Cohort performance tracking by hire date, team
  • Achievement & certification tracking with quizzes
See the improvement dashboard →
Marcus K. · 90-day score curve
W1 W3 W5 W7 W9 W11 Now
68
Start score
88
Today
+20
Lift in 90d
What changes

What you should expect within 90 days

Four shifts customers consistently report after rolling out structured agent management on Ender Turing.

📊

Coaching becomes targeted, not generic

Team leads stop running 1:1s on "general feedback". Each session is built on a specific skill gap from real call data — agents say it's the first time coaching feels useful.

🚀

New agents ramp 40% faster

Self-paced playlists, self-review portal, and structured certification tracks turn the first 60 days from informal shadowing into a measurable progression.

🎯

Top-performer behavior spreads

The phrases, openings, and tactics that move CSAT for one agent become a curated playlist the rest of the team consumes — without anyone hand-curating it.

😊

Agent attrition stabilizes

Clearer feedback loops + visible progression = less burnout. Customers report attrition dropping by 5–8 percentage points after the first quarter, especially for new hires.

What customers say

Words from teams running structured coaching

Three perspectives from operators using Agent Management every day.

★★★★★

"I'm responsible for SME support — this decision helps me work with the team. First things first, this is the best instrument for coaching operators. With ET I can estimate calls almost immediately. Furthermore, the AI of Ender Turing can handle it without my involvement. Another good aspect of ET is its excellent tool for collecting and analyzing information about calls, operators, and client requests."

K
Killian
SME Support Lead
★★★★★

"Ender Turing's solution is very user-friendly and easy to use on a daily basis. They have implemented a few new solutions allowing us to automate analyses, create a knowledge base, and training slots. Despite a long time of cooperation, ET is focused on their customers — a platform that exceeds expectations."

TP
Tomasz P.
Quality Operations
★★★★★

"The best thing in ET is the incredible level of automation. During several months we have been transforming routine tasks from manual to automatic schedule. Especially I like the possibilities to work with data — now I can analyze any information almost immediately. Before ET we needed a lot of time for the same analysis."

V
Victoria
CX Analytics
Integrates into your ecosystem

Plugs into the tools you already run

Pre-built connectors for telephony, CRM, helpdesk and BI — Agent Management starts coaching on day one.

Five9
Telephony
VICIdial
Telephony
Genesys
Telephony
aircall
Telephony
Cisco
Telephony
Audiocodes
Telephony
HubSpot
CRM
Pipedrive
CRM
Zendesk
Helpdesk
daktela
Omnichannel
jtel
Omnichannel
Vozdigital
Omnichannel
Frequently asked questions

Common questions before kickoff

Picked from real onboarding conversations. If your question isn't here, send it our way — we answer within one business day.

💬

Have a different question?

Talk to our team →

Each agent's average score across every QA criterion is compared against (a) the team average, and (b) the top-performer benchmark on that same criterion. Gaps larger than ~10 points become coaching candidates. The system surfaces the top 1–3 gaps per agent so coaching is focused, not overwhelming.
Better than people expect. Two reasons: 1) every recommendation is tied to specific call moments they can actually replay, and 2) they see the playlist of top-performer calls that demonstrate the alternative. It feels like learning from peers, not being graded by a black box.
Yes — every agent has access to a self-review portal showing their scores, skill profile, assigned playlists, and improvement curve. We've found self-coaching becomes a real driver of progress within the first month, especially for top performers.
Automatically. The system identifies calls with the highest scores on each criterion, extracts the relevant call snippets (typically 2–4 minutes each), and groups them into topic-based playlists. Team leads can curate manually too — adding their own annotations and notes.
Built in. Quiz builder lets you create assessments tied to specific playlists or training modules. Certifications track completion + passing scores, and the agent dashboard shows progress. Common pattern: new hires complete a "first 30 days" certification track during onboarding.
Most teams see measurable per-agent improvement curves within 4–6 weeks. Team-level CSAT and FCR lift typically materializes by month three. Agent ramp time for new hires drops from week one — they're learning from real calls instead of waiting for shadowing slots.
Ender Turing specialist

See structured coaching running on your team.

30-minute call where we'll show the agent dashboard, skill-gap analysis, the playlists library, and how the improvement curves look — running on a sample of your team's data.

Book A Demo Read customer stories