ENTERPRISE SAAS • B2B • DATA VISUALIZATION
NICE Supervisor
Redesigning the real-time operations hub for contact center supervisors unifying agent monitoring, live intervention, and AI guidance into a single scannable surface.
ROLE
Senior UX Designer
SCOPE
Workflow research, affinity mapping, KPI card system, interaction monitoring flows
PLATFORM
Enterprise SaaS, Supervisor Dashboard, B2B
Supervisors were managing complexity across disconnected tools.
THE PROBLEM
Contact center supervisors are responsible for real-time performance across large agent teams in monitoring live interactions, responding to workforce exceptions, intervening when agents need support, and tracking SLA across multiple queues simultaneously.
The existing toolset was fragmented. Supervisors switched between separate views to track agent states, respond to alerts, and step into live interactions. Every context switch added latency to decisions that needed to happen in seconds.
The goal was to unify these workflows into a single, scannable surface. One that gave supervisors immediate situational awareness and the ability to act without losing sight of the broader team.
"Supervisors don’t have time to hunt for context. By the time they find it, the moment has passed."
Research-led.
Real-time by design.
PROCESS
Workflow research & mapping
I started with workflow research conducted directly with contact center supervisors. Mapping how they spent their time, what triggered intervention decisions, and where friction was highest. Through affinity mapping, I identified the core exception-handling patterns: agent state anomalies, SLA breaches, escalations, and shift adherence gaps.
These patterns became the structural foundation for the dashboard's information architecture. The dashboard needed to surface what was wrong, what was next, and who needed help without making supervisors go looking for it.
Flexible KPI card system
Different contact centers prioritize different metrics like service level, average handle time, CSAT, abandonment rate, queue wait time. Rather than prescribe a fixed layout, the dashboard has a flexible KPI card system that supervisors could configure to their team's priorities. Each card supported trend data alongside current values, giving supervisors both a snapshot and directional signal in one glance. Queue-level SLA views were integrated directly into the dashboard, so supervisors could see top and bottom performers across skills without drilling into a separate report.
Overview view: configurable KPI cards, agent state donut, channel distribution, and queue SLA at a glance.
Integrating AI guidance scores
One of the most technically distinctive aspects of the redesign was surfacing Real-Time Interaction Guidance (AI copilot) scores at the supervisor level. RTIG generates coaching signals during live calls like empathy, rapport-building, effective questioning. This supervisor layer was designed for supervisors to see which agents were receiving top and bottom guidance signals in the past hour.
Resulting in providing supervisors a prioritization signal for coaching interventions: not just who was struggling by adherence metrics, but who was struggling in the actual quality of their customer interactions.
AI guidance scores integrated into the supervisor layer — top and bottom RTIG scores surfaced alongside operational KPIs.
Monitoring, coaching & intervention flows
The most sensitive design challenge was the intervention layer. The flows that let supervisors monitor, coach, join, or take over a live interaction without disrupting the agent mid-conversation. These were designed as as contextual and progressive actions available directly from the agent row: silent monitoring first, then coaching (whisper to agent only), then join (three-way), then takeover if needed. Each state was visually distinct, with persistent context bars that kept the supervisor oriented across the active interaction. The goal was a system that felt like support, not surveillance.
Join/conference state: supervisor joined a live call with contextual conference controls and full interaction history accessible.
Takeover flow: supervisor assumes control of the interaction with clear end-state actions and minimal visual disruption.
Principles that shaped every interaction.
DESIGN DECISIONS
01
SCANABLE OVER SEARCHABLE
Supervisors can't afford to hunt for information. Every critical signal like agent state, sentiment, adherence, SLA is visible in the default view without a single click.
02
PROGRESSIVE INTERVENTION
Monitor → Coach → Join → Takeover. Each action escalates only when needed, preserving agent autonomy and ensuring supervisors intervene with the minimum footprint required.
03
AI IN CONTEXT, NOT ISOLATION
RTIG guidance scores are surfaced alongside operational data. Supervisors see coaching signals in the same view as SLA and adherence, so decisions can be made holistically
Featured Work
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01 NICE
Led UX for the #1 cloud contact center platform designing omnichannel routing and AI-powered agent tool used by Verizon, Visa, Disney, and Toyota with Salesforce integration.
ENTERPRISE SAAS · B2B · AI
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02 Kingdom Studios
Built the design system from zero for an innovative platform supporting 1B+ transactions with token swaps, staking, NFT marketplace, wallet, and mobile across millions of users.
0 → 1 · UX STRATEGY · WEB3
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03 NICE Supervisor
Redesigned the real-time operations hub for contact center supervisors. Unifying agent monitoring, live intervention, and AI guidance scores into a single scannable surface.
ENTERPRISE SAAS · DATA VISUALIZATION
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04 HODL Bonds
Designed end-to-end for a new on-chain financial product letting crypto holders stack what they believe in without trading, custody risk, or unsustainable yield.
0 → 1 · MOBILE · WEB3 -
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05 meta.us
Established branding and scalable design systems for a global competitive esports platform founded by ex-Blizzard directors, optimizing responsive performance across markets.
ESPORTS · BRANDING · GLOBAL
CONTACT
Let's make
something great.
Maye is a product designer based in Maui designing intuitive experiences for complex products, with deep expertise in UX, design systems, and interaction design.