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One Console for Humans + AI

Most ecommerce teams run AI agents and human agents in completely separate tools. A chatbot dashboard for the bot, a queue dashboard for the team, and a spreadsheet to glue them together. Team Operations replaces all three.

Every agent, regardless of type, shows up in the same fleet view, the same daily summary, and the same set of controls. Supervisors stop tab-hopping. Leadership gets honest hybrid-team reporting. AI is held to the same standard as your humans, and your humans get the same live oversight as the AI.

  • Built for hybrid teams. Humans and AI as first-class peers, not parallel products.
  • Live, not scheduled. The dashboard reflects right now, not last hour's report.
  • Shared settings. Statuses, timezones, AI budgets, and AI capabilities all configured in one place.
  • Native to the CRM. No integration to maintain, no data sync to break.

Live Fleet Dashboard

The Dashboard is the supervisor's home screen. Every active agent in your workforce, sorted by status, with the channels they're working and the queues they're covering, updated live.

  • One row per identity. Humans with multiple channel logins fold into a single row, so you see one person, not three accounts.
  • Agent-type filter. Flip between All, Human, and AI to see what each side of your workforce is doing without changing tools.
  • Channel activity at a glance. Phone, chat, SMS, and ticket activity visible per agent without clicking in.
  • Queue coverage view. Spot a queue with no available agents before customers feel the wait.
  • Low-availability indicator. Agents below 60% availability are flagged automatically, so coaching conversations are easy to start.
UltraCart Team Operations live fleet dashboard showing active human and AI agents grouped by status with channel activity and queue coverage

Timeline & Daily Summary

Two views, two questions. Timeline answers "what did this one agent do today?" Daily Summary answers "how did the whole team perform over this date range, and how did humans compare to AI?"

  • Single-agent timeline. Reconstruct one agent's day with status changes, calls, and chats interleaved on one time axis. Useful for spot-checks, payroll questions, and post-incident review.
  • Daily Summary rollups. Date-range counts of activity and time-in-status across the team.
  • Human vs AI split. Every report separates the two, so leadership sees an honest contribution model instead of a blended number that hides which side is doing the work.
  • Custom statuses respected. If you defined a Lunch or Training status, the report tells you how much time the team spent in it.
UltraCart Team Operations agent timeline view with status changes, calls, and chats interleaved on a single time axis for one agent's workday

Live AI Oversight

Automation without oversight is a liability. Every AI conversation can be supervised in real time, without dropping the customer or restarting the conversation.

  • Listen. Silently follow the live transcript of any AI conversation in progress.
  • Whisper. Send private guidance to the AI mid-call to steer the response, without the customer ever hearing it.
  • Take Over. Pre-empt the AI and continue the conversation as a human, with full context preserved.
  • Hand Off. When the AI escalates on its own, the conversation lands in a named human queue with a full summary already attached.
See the full AI Agents capability set
UltraCart Team Operations AI oversight panel with listen, whisper, and take-over controls on a live AI customer conversation

Shared Settings

Statuses, timezones, AI budgets, and AI capabilities all live under Team Operations. Configure them once and they apply consistently across every channel and every agent.

  • Custom statuses with routing rules. Define statuses like Lunch, Training, or Wrap-up with their own routing behavior and parent-status fallbacks.
  • Default timezone. Set the timezone that reports and time-in-status math anchor to, regardless of where individual agents log in from.
  • AI Budgets. Daily and monthly spending caps per AI agent, with the same controls visible to the supervisors who see live activity.
  • AI Capabilities. Toggle what each AI agent can do (order lookups, payments, subscription management, ticket creation) from the same console you supervise them in.
UltraCart Team Operations shared settings screen for custom agent statuses, default timezone, AI budgets, and AI capability toggles

Part of the UltraCart CRM Platform

AI Agents

Chat, phone, coaching, and ticket drafting. AI across every channel.

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Phone System

Cloud phone with customer context on every call and PCI-compliant payments.

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Conversations

WebChat and SMS in one inbox with full customer context on every message.

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Customer Intelligence

Deep profiles with order history, LTV, loyalty, and activity tracking.

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Supervise Every Conversation in Your Hybrid Workforce

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