An in-call guidance window is a dedicated area in the agent desktop that surfaces real-time coaching and workflow support while a call is in progress. It can display prompts, required disclosures, troubleshooting steps, knowledge snippets, and reminders tied to the current call context.
The window matters operationally because it reduces reliance on memory and searching across multiple systems, helping agents stay on script, follow process, and move the call forward without long holds. When guidance is consistent and timely, it can improve compliance, reduce handle time variance, and support newer agents without requiring a supervisor to join the call.
For leaders, it provides a controllable way to standardize how critical moments are handled (verification, policy explanations, retention offers, escalation criteria) and to reduce errors that create rework or complaints. It also makes it easier to align coaching with what agents actually see and do during live interactions.
