Introducing: Real-time Agent Stats for Live Performance Monitoring

Written by:

August 21, 2025

•

5 min read

Whether you’re spot-checking performance after a prompt tweak, a Knowledge Base update, or a switch to a new LLM, you need confidence your AI Agents aren’t slipping.

Whatever the case, for high-volume contact centers, there isn’t a clean way to track intraday AI Agent performance without heavy manual lift.

It’s too time-consuming to manually spot-check call outcomes on a daily basis.

So, you’re either left in the dark waiting for in-aggregate reporting to update, or you’re acting on small batch sample sizes—reviewing conversation quality and customer comfort with the AI, hoping the small batch trends carry throughout the rest of your conversations.

Real-time Agent Stats bring live visibility to the performance of your human and AI Agents, showing live metrics for the current day (updated every 10 seconds).

So, whether you’re spot-checking daily performance, validating the impact of a workflow change, or benchmarking against human agents, you can use these metrics to confidently deploy, measure, and optimize AI Agents—while maintaining call quality and addressing small issues before they impact customer satisfaction or KPIs.

What New Metrics are Available?

The following metrics are updated every 10 seconds in the “Agents” page of the Regal platform:

Call Conversations: Calls where a conversation occurred (per agent disposition).
Conversations > 15s: Call conversations that lasted over 15 seconds.
Transfers: Total conversations where a transfer (internal or external) occurred.
Transfer Rate: Percentage of total conversations that resulted in a transfer.
Receptiveness to AI: Percentage of AI conversations without a "No_AI" invocation, indicating that the contact was receptive to engaging with the AI.
‍

Pulse-Check AI Agent Performance in Real-time

Admins often rely on manually vetting transcripts to confirm things are running smoothly. But when your AI Agents are handling thousands of calls a day, manual review alone won’t scale. It also doesn’t give you a complete picture of the data (since you can’t review every single call).

With live metrics, you get a complete picture of intraday performance, broken down by agent.

So, you can quickly identify if you need to manually review calls, debug, or test new iterations of AI Agents.

The faster you can identify and act on performance trends (like a drop in engaged conversations), the faster you’ll be able to take action to protect conversion rates and overall customer sentiment.

In an instant you can now:

Confirm AI Agents are maintaining meaningful interactions by tracking Conversations > 15s alongside Transfer Rate and AI Receptiveness.
Understand where AI is advancing or struggling to contain conversations by monitoring Transfer Rate in context (e.g., a rising transfer rate may be positive in outbound qualification but a warning sign in inbound support).
Gauge customer willingness to engage with AI by watching AI Receptiveness in real time—especially useful when launching or scaling AI call volume.
Prioritize QA on the highest-impact agents by pairing Active Tasks and/or Completed Tasks with performance metrics to focus reviews where they’ll drive the most improvement.
‍

For example:

An admin for a health insurance company checks into the Agents page to check on their inbound lead qualification agents.

They review their AI Agent and notice the Transfer Rate is 42%, when it usually sits around 25-30%. Normally, for qualification, this would be a good sign, since a transfer means the contact is qualified, and going to speak to a licensed agent (i.e. their closer).

Quickly, however, they also notice that Conversations > 15s and AI Receptiveness are dropping dramatically (which is obviously not a good thing).

In real-time, they’re able to identify this abnormal performance trend.

They dive into a few recordings and hear that the AI is giving vague, unhelpful answers to questions regarding a recently launched promotional campaign that offers new policyholders a discounted 6-month premium when switching over from a competitor.

This immediately signals that the AI needs more information and more specific direction on how to handle questions about the promotion while still properly qualifying contacts.

That could be as simple as a quick prompt update for questions and objection handling, or it might require new knowledge base information to be added around current promotions.

Validate Agent Changes as They Happen

When you make an update to an AI Agent—whether it’s a prompt revision, a knowledge base update, a voice change, a routing adjustment, or switching to a different LLM—you’re almost always going to see an immediate impact to performance.

For example, an LLM switch is always done with the goal of improving performance. However, when a switch is made, the way that performance is impacted can be slightly unpredictable.

Why? Because different models can react much differently to the same prompt, and some models are worse than others at execution on complex logic or invoking actions.

With Realtime Agent Stats, you’re able to monitor whether your updates are improving or regressing performance, and quickly roll back your updates or drill into calls to identify what future changes need to be made.

After deploying changes, you can watch:

Transfer Rate to measure the percentage of conversations being handed off—to make sure the agent is transferring when it’s supposed to (e.g., qualification to a closer) or properly containing conversations when required (e.g., inbound support or troubleshooting).
Completed Tasks and Conversation Counts to check if changes are affecting talktime, and therefore throughput.
AI Receptiveness to measure whether customers remain willing to engage with the AI (which can also serve as a real-time proxy for containment).
‍

For example:

A financial services company updates their competitor pricing Knowledge Base for an AI renewals agent. They also update the prompt for distinct objection handling around competitor pricing.

Within a few hours, they see AI Receptiveness holding steady alongside the number of conversations and conversation length, but also see that Transfer Rates are 12% higher than usual.

In this case, a transfer means the contact is being passed to a licensed agent to finalize the terms of their new contract. This is a clear signal that the updates are driving positive change.

In many cases, seeing that the new (or updated) AI Agent is performing to a similar level as humans also signals success.

Now, if AI Receptiveness and Transfer Rates were to both drop after deploying these updates, you’d be able to immediately revert the changes, and dive into live recordings to see where the AI Agent is mishandling competitor pricing questions or objections.

Compare AI and Human Performance

If you have a history of human-driven calls, you’re able to validate the performance of your AI Agent against human benchmarks to gain confidence before scaling. With Realtime Agent Stats, you can filter by Agent Team and Agent Type to directly compare AI and human agents side by side.

By combining this with historical human agent benchmarks, you can:

Confidently route more volume to AI when it meets or exceeds existing benchmarks across number of conversations, conversation length, transfer rate, etc.
Set new benchmarks based on live/ongoing AI performance.
Identify areas for AI improvement by spotting where conversation length, receptiveness, or transfer rate underperform human benchmarks.
Validate AI readiness for complex workflows by confirming it matches human performance on nuanced tasks where accuracy and decision-making are critical.
Deploy AI backup intelligently by using Activity Status, Active Tasks, Reservations, and Device Issues alongside throughput metrics to relieve human agents experiencing backlogs or device issues.
‍

For example:

Let’s say you’re an insurance company with an inbound call flow that requires agents to field highly complex, person-specific questions (e.g. eligibility across multiple plan types, state-specific policy rules, or combining benefit riders).

For your AI Agent to succeed, its prompt and connected knowledge bases must be comprehensive enough to make decisions or transfer intelligently, as a human would. Since AI Agents can retrieve contextual information from a Knowledge Base faster than humans, you might even expect it to answer questions faster and more accurately.

Upon deployment, you can compare Completed Tasks, Transfer Rate, and Conversations > 15s to human benchmarks. In real-time, you’ll know whether the AI is fielding questions and handling them as well as human agents (i.e. Transfer Rate), and doing so in an efficient manner (i.e. Completed Tasks and Conversation > 15s).

Below, you can see an AI Agent performing very similarly to a human agent of the same type (inbound support). That would signify the AI is doing its job:

Real-Time Intel for Confident Deployment and Improvement

With live visibility into the metrics that determine business success for your AI Agents, you can deploy and improve AI Agents more quickly and confidently, whether it’s validating a workflow change, reallocating volume, or addressing emerging performance issues.

From high-value AI metrics like AI Receptiveness and Transfer Rate to operational indicators like Completed Tasks and Activity Status, you get a complete, up-to-the-second view of performance.

That means reduced risk of letting issues go unaddressed, and more time making informed decisions that protect KPIs, improve customer experience, and scale AI with certainty.

Looking for live visibility into the performance of your agents? Get a live demo to see these metrics in action.

Latest Blog Posts

SEPTEMBER 2023 RELEASES

September 2023 Releases

SEPTEMBER 2023 RELEASES

September 2023 Releases

SEPTEMBER 2023 RELEASES

September 2023 Releases

Regal IQ: How We Turned Transcripts Into Strategic Insights

Learn how Regal IQ turns unstructured AI Agent transcripts into actionable business intelligence. Discover patterns, pinpoint performance gaps, and update prompts or knowledge bases to improve customer experience at scale.

Introducing Regal IQ: Conversation Insights for Smarter AI Agents

Regal IQ gives enterprises a scalable way to analyze thousands of AI agent calls, uncover conversation patterns, pinpoint knowledge gaps, and improve AI performance and customer outcomes over time.

Introducing Custom AI Analysis: Extract Data from Every Conversation

Regal’s Custom AI Analysis transforms post-call transcripts into actionable, structured data points, so you can personalize follow-ups, analyze trends in-aggregate, and scale improvements across every interaction.

July 2025 Releases

New features include AI-powered conversation simulations, custom post-call analysis, voicemail configuration options, real-time metrics, and full transcript exports, all designed to improve AI Agent performance and compliance.

Context Engineering for AI Agents: When to Use RAG vs. Prompt

Master context engineering by choosing the right method for AI agent knowledge—prompts for behavioral control, RAG for long-form, unstructured data, and custom actions for precise lookups.

Building AI Voice Agent-Ready APIs: Lessons from the Front Lines

Lessons from the frontlines on how to build AI Voice Agent-ready APIs.

Inside Regal’s H2 Roadmap Reveal: The Future of AI Agents

If you missed our H2 Roadmap Reveal, here are the biggest takeaways, including real customer wins and a preview of what’s coming in the second half of the year.

Announcing Regal + Cartesia: Expanding Voice Options for Enterprise AI

Regal is partnering with Cartesia to deliver ultra-low latency, high-fidelity AI voices for enterprise contact centers. Explore new voice options, hear them in action, and learn about Cartesia's industry-leading voice AI offerings.

How to Perfect Your Voice AI in Regal

Learn how to tune AI voice agents for sales, compliance, and customer experience. Explore Regal’s voice parameters, like speed, tone, temperature, responsiveness, to optimize conversion, clarity, and trust at scale.

The LLM Matchmaking Guide for Enterprise-Grade AI Agents

This guide outlines the capabilities, trade-offs, and real-world applications of every model currently supported in Regal.

Anatomy of an AI Voice: What Makes It Sound Human

This article outlines the core characteristics that influence how voice AI is perceived on live calls. From mechanical traits like speed and volume, to more emotional and conversational behaviors, we’re going to look at what those characteristics mean, why they matter, and how they impact your bottom line.

AI Voice Customization 101: Settings That Work Best

Learn how to configure your AI Voice Agent for real performance. This guide covers the most important voice settings in Regal, what ranges top brands use in production, and how adjusting speed, tone, and responsiveness impact cost, containment, and overall customer experience.

Beyond CCaaS: From Customer Data Dips to Customer Data-Driven

Modernizing your Contact Center to drive personalization and more revenue requires a new tech stack you won't get with legacy CCaaS.

Introducing Knowledge Bases for AI Agents

Regal’s Knowledge Base feature brings Retrieval-Augmented Generation (RAG) to Voice AI Agents, enabling real-time access to proprietary data for smarter, compliant, and brand-aligned conversations at scale

June 2025 Releases

June’s releases give you more control to test, improve, and scale AI agents—while also making life easier for human agent teams. From real-time debugging tools to capacity control and a floating Chrome extension, we’re unlocking faster workflows, better control, and stronger performance across the board.

Introducing Progressive Dial for AI Voice Agents

Discover how you can now staff Regal’s progressive dialer with AI Voice Agents—to run high-volume outbound campaigns with smarter pacing, instant call connection, and voicemail detection—boosting efficiency and eliminating abandoned calls.

RAG: The Reason Regal’s AI Agents Are So Smart

Learn how RAG transforms AI Agent performance by retrieving real-time customer and contact data—ensuring every Voice AI Agent response is unique to your business, contextual, and compliant.

Caller ID vs. CNAM vs. Branded Caller ID: What’s the Difference?

Caller ID, CNAM, and Branded Caller ID all help identify an incoming call and, therefore, increase call answer rates. Find out how they differ and how outbound phone sales teams can utilize each to reach prospects and customers effectively.

How AI Appointment Setter Technology is Redefining CX at Scale

Discover how AI appointment setter technology is being adopted by enterprises in industries like healthcare, insurance, and education as a strategic advantage for scaling operations and improving customer satisfaction.

How to Use SIP Headers in Regal to Route and Personalize AI Voice Calls

Learn how to use SIP headers with Regal AI Voice Agents to personalize routing, enrich transfers, and integrate with your existing telephony stack—no backend changes required.

Build AI Agents Without Code, Directly From Regal’s Platform

Discover how Regal's AI Agent Builder lets enterprises create and deploy custom Voice AI Agents without code, integrate with existing systems, and scale workflows to deliver human-like customer interactions at scale.

How to Use SIP to Integrate Regal Voice AI Agents with your Contact Center Software

Learn how SIP integration enables enterprises to connect Regal Voice AI Agents to existing CCaaS platforms, pass call context in real time, and deploy voice AI without infrastructure changes.

May 2025 Releases

May’s releases unlock more conversations with AI Agents through smarter dialing, automatic callback scheduling, and native calendar booking to boost connect rates and accelerate follow-ups.

What is the true cost of AI Voice Agents?

Wondering about the true cost of AI Agents? Discover how Regal’s AI Agents compare to human labor and why the cost of implementing AI Agents delivers scalable, predictable ROI.

What Makes Regal AI Agents So Good?

See why leading companies trust Regal’s AI Agents for better conversations, real outcomes, and HIPAA-compliant customer experiences.

Debunking AI Agent Fears: "What if my agent says the wrong thing?"

Worried your AI Agent will say the wrong thing? Well, they might. But find out why that's just a natural part of the process, and how to mitigate the risk of it happening.

Measuring Customer Experience: Proven Strategies to Assess and Enhance CX

Learn how you can start measuring customer experience effectively with key metrics, tools, and AI-driven strategies. Discover how to track CX impact, prove ROI, and enhance personalization to drive business growth.

Regal Raises $40M to Bring AI Phone Agents to Enterprise Brands

Regal just raised $40M to accelerate our mission of building the new standard in high-touch customer communication with the rollout of our exceptional AI Phone Agents for contact centers.

The Automated Phone System Revolution: Why 73% of Enterprises Are Getting It Wrong (And How to Get It Right)

Explore how automated phone systems are transforming enterprise communication strategies. Learn how to avoid common pitfalls, optimize customer journeys, and achieve ROI through strategic deployment across industries like healthcare, insurance, and education.

How to Best Combine Voice and SMS AI for Omnichannel Support

The best customer experiences are seamlessly omnichannel. In this guide, see how Regal enables seamless, AI powered omnichannel support across voice and SMS.

Staying Compliant with the New TCPA Rules: A Guide for Enterprise Contact Centers

New TCPA updates require interpreting opt-out intent and suppressing outreach across all channels. See how you can use Regal's AI Decision Node to stay compliant.

Debunking AI Agent Fears: "Will humans get frustrated talking to AI?”

Learn how to design AI phone agents that prevent frustration, earn trust, and actually help customers—by getting the voice, logic, and data right from the start.

Debunking AI Agent Fears: "Will the AI lack empathy?"

With the right design and controls, AI agents can be built to deliver empathetic, human-like interactions for all of your routine contact center interactions.

Debunking AI Agent Fears: “What if the AI crashes mid-conversation?”

You're not crazy for worrying about AI crashing out of the blue. Here, see why you shouldn't concern yourself over that happening.

Debunking AI Agent Fears: "What if my AI Agent takes too long to respond?"

Worrying that an AI agent will take too long to respond is not a valid reason not to adopt AI. Here, we'll show you why.

AI Agents vs. Answering Services: 13 Essential Questions Answered by Contact Center Experts

Discover how AI Agents vs. Answering Services stack up and why modern businesses are replacing outdated systems with emotionally intelligent, revenue-driving AI voice agents.

April 2025 Releases

Here's our April 2025 product releases, including the early access period for our AI SMS Agents!

How to Build AI Agents for Beginners: A Step-by-Step Guide

Learn how to build AI agents for beginners with this step-by-step guide. Discover key skills, tools, and no-code AI agent builders to get started today!

How are Generative AI Voice Agents Different from AI Voice Assistants?

When it comes to comparing AI Agents vs. AI Assistants, Siri & Alexa handle simple tasks, but Gen AI Voice Agents—like Regal’s AI Phone Agent—drive real business impact with human-like conversations, automation, and seamless integration.

How to Choose a Text-to-Speech Provider for AI Voice Agents

Choosing a text-to-speech provider for AI voice agents can make or break your contact center’s customer experience. Discover how to evaluate TTS providers and find the best fit for industries like healthcare, insurance, and more.

Measuring AI Agent Success: Key KPIs for AI Agents in Your Contact Center

Discover key KPIs for measuring AI agent success in your contact center. Learn how to track performance, improve efficiency, and optimize AI-driven conversations for better business outcomes.

What is an AI Voice Agent for CX?

In this article, we’ll answer the question "What is an AI Voice Agent for CX?" and explore the technology behind AI voice agents, their benefits, real-world use cases, and how they are reshaping customer service across industries.

Introducing the AI Decision Node: Smarter AI Workflow Automation for Contact Routing

Introducing Regal's AI Decision Node—a new way to auto-route contacts in journeys based on the context of each customer interaction.

5 Customer Experience Journey Mapping Templates & Examples for 2025

Discover how customer experience journey mapping helps contact center leaders make small tweaks with big impact. Learn dynamic mapping tactics for personalization, optimization, and ROI.

7 Best Use Cases for AI Voice Agents in Your Contact Center

As AI technology continues to evolve, the use cases for AI Voice Agents in contact centers will only increase. By answering these six key questions, you can identify where AI agents fit best today in your contact center and plan for future integrations.

8 AI Agent Use Cases for Home Service Companies

Explore 8 powerful AI Agent use cases for home service companies that drive speed, increase capacity, and create predictable, high-converting customer workflows.

AI Collections: How Top Lenders Automate Growth in 2025

Automate follow-ups, reduce delinquencies, and boost ROI with AI Collections. Discover how Regal’s AI Agents are changing the future of loan servicing.

AI Agents Make AEP Easy for your Medicare Call Center

See how AI Agents are transforming the Medicare call center by automating AEP, screening, scheduling, and onboarding—with 24/7 support.

AI-Based Workflow Automation: How to Personalize and Scale Customer Journeys

Discover how AI-based workflow automation and customer journey automation can streamline operations, personalize customer interactions, and boost revenue.

How to Deliver a Unified Customer Experience with Regal in 2025

The more lines of communication you open with your customers, the more likely you’re starting the conversation on the right foot. Regal helps you unlock a more unified customer experience in a matter of days. See how.

Maximize Agent Throughput with Regal's Predictive Dialer

It’s critical for call center managers to understand how their power dialers work and to measure if they’re performing as intended. With Regal’s new Predictive Dialer, You can do just that, and much more.

8 Healthcare AI Agent Use Cases for Better Patient Outcomes

Discover how healthcare AI Agents are transforming patient engagement from intake to billing. See 8 powerful use cases driving higher adherence, faster scheduling, and better outcomes.

The Benefits of AI in Insurance: How AI Agents Are Reshaping the Industry

Discover the game-changing benefits of AI in insurance. Learn how AI Agents improve customer experience, reduce costs, and boost efficiency in claims processing, underwriting, and customer interactions.

6 Strategies to Optimize Phone Number Inventory Management

Discover effective strategies for phone number inventory management and learn how to maintain a stellar phone number reputation. Explore best practices, expert insights, and innovative solutions to optimize your communication operations.

Your Policyholders Hate You... File That Under "Totally Preventable Losses"

Not everyone gets excited about buying insurance. Learn how AI Agents improve the experience for policyholders, bring down your cost to serve, improve your response times, and help you get rid of the hold music for good.

AI Agents for Education: 8 Use Cases for More Meaningful Student Outcomes

AI Agents for Education are transforming student engagement—boosting enrollment, improving retention, and making support more human. Discover 8 game-changing use cases that free up your staff while delivering better student outcomes.

Click Your Heels, Ditch the Guesswork: Start Winning with A/B Testing

Many contact center leaders still wander through customer journeys as if they're in the Land of Oz. Dive in to see why and how A/B testing is your shortcut to unlocking provably, repeatably, and scalably better CX.

5 Must Run A/B Tests for your AI Voice Agent

Maximize your AI Voice Agent’s impact with strategic conversational AI testing. Discover 5 must-run A/B tests to optimize engagement, refine responses, and drive better business outcomes.

Regal Named One of Forbes America’s Best Startup Employers 2025!

Regal is officially one of Forbes America’s Best Startup Employers 2025, ranking #164 out of 500. This recognition is a testament to our incredible team, our innovative work culture, and our unwavering commitment to advancing AI technology.

February 2025 Releases

Here's our February 2025 product releases, including live progressive dialer performance measurement, support for Outlook signatures, and some new API endpoints for better data access!

AI in Education: The Future of Student Engagement & Enrollment

AI in education is helping to streamline admissions, automate student engagement, and enhance higher ed outreach. Discover key education technology trends to boost enrollment and learn why automated student engagement tools are the future.

January 2025 Releases

Here's our January 2025 (and last December's) product releases, including user profile URLs, deleting unintentional contacts, and early access to our Outlook integration!

Regal’s Q1 Product Roadmap: Webinar Highlights & Recap

Regal’s Q1 2025 product roadmap brings AI Agents, Intelligent Orchestration, and Enterprise Functionality to the contact center. Discover what’s coming next!

AI Agent Assist: Real-Time Insights for Smarter CX

Discover how AI Agent Assist transforms CX by boosting agent efficiency and customer satisfaction. Get real-time insights, automate tedious tasks, and empower your team to drive revenue.

A No-BS Guide to Rescuing Your Contact Center with AI

Discover how AI in customer experience can revolutionize your contact center. Learn to replace legacy tools, scale personalized outreach, and drive better outcomes with modern CX platforms like Regal.ai.

20 Questions to Grade Your Personalized Customer Experience

Learn how to create a personalized customer experience using AI and automation. Discover actionable steps to grade your CX, expert insights, and strategies for 2025.

AI Agent Ethics & Disclosure Timing in 2025

Explore the ethics of AI agents and the impact of AI agent disclosure timing on customer trust. Learn best practices for balancing transparency and performance in AI-powered customer interactions.

2025 Contact Center Automation Trends and Tools

Discover the 2025 contact center automation trends and tools to help you grow. Learn how AI-powered tools and best practices can enhance efficiency, customer experience, and cost savings.

Introducing Regal Custom Objects

Build your own data model and keep your agents in one tool with Regal Custom Objects.

November 2024 Releases

2024 Year In Review

The year Enterprise customers embraced Regal and AI Phone Agents came to contact centers. We look back at major milestones achieved in 2024.

10 Essential Call Center Metrics and KPIs for 2025

Discover the 10 most essential call center metrics and KPIs for 2025. Learn how to measure and optimize your call center's performance with our comprehensive guide.

8 Ways AI Sales Tools Assist in the Success of Call Centers

Discover how AI sales tools enhance call center performance, improve efficiency, and increase customer satisfaction with these 10 powerful strategies.

What Is Conversation Intelligence? Improve CX & Sales Insights

Learn how conversation intelligence can enhance customer experience and provide valuable sales and support insights. Discover key technologies, implementation strategies, and best practices.

6 Ways Agent Insights Into the Buyer’s Journey Improve CX

Discover 6 real-world examples for how high-consideration B2C companies are arming their agents with real-time customer data to drive more effective sales, support and retention interactions across industries.

October 2024 Releases

10 Proactive Outreach Strategies to Build Loyalty with Personalization

In order to build loyalty, it’s essential to create proactive outreach strategies that demonstrate your awareness of your customers' challenges and show that you’re taking action before they even need to ask for help.

5 Ways to Improve Agent Productivity & 5X Outbound Performance

In this blog, we share tips to improve agent productivity for handling high volumes of calls, whether it's inbound support teams or outbound sales teams. The guiding principle is simple — focus your agents on tasks that absolutely requires their attention, and automate everything else.

8 Strategies to Improve Call Answer Rates by 40%

Discover 8 proven strategies to improve call answer rates by 40%. Learn how personalized outreach, Branded Caller ID, and AI-driven solutions can transform your outbound contact center and boost engagement. Increase your call answer rates and drive more revenue today!

The Modern B2C Growth Stack for High Consideration Businesses

The modern B2C growth stack for high consideration brands is different from the retail and B2B growth stacks. AI agents are the next change vector for these stacks.

September 2024 Releases

Customer Data Management: 10 Strategies to Personalize Interactions

Discover 10 customer data management strategies to help you build engagement, increase conversions, and drive revenue.

5 Outbound Call Center Strategies to Connect with Customers

Learn five game-changing outbound call center strategies that’ll help you reach the right people, at the right time, with the right message.

7 Tips for Building AI Agents That Perform

Explore tips for building AI Agents that perform for your business - Spoiler: It's a lot like coaching human agents.

AI Emotional Intelligence: How AI Agents Keep Calm

Learn more about how AI emotional intelligence allows artificially intelligent voice agents to create emotion-regulated interactions using empathy, while keeping their cool even in heated situations, ensuring calls stay on track and productive.

AI Phone Agents vs. AI Copilots for Human Agents

AI Phone Agents can only do a fraction of your interactions today. But they are the future. Understand why you should not wait to invest.

Introducing Custom Events in Agent Desktop Activity Feed

Improve agent context with a synthesized view of the buyer's journey -- leading to more personalized conversations.

August 2024 Releases

AI for Contact Centers: Insights from Industry Leading CEOs

Explore how AI for contact centers is transforming businesses and how leveraging AI can enhance customer interactions and improve retention.

July 2024 Releases

Power vs. Progressive vs. Predictive Dialers

There is no one "best" auto dialer. There's just the right auto dialer for your campaign goals. We compare the capabilities of each and outline a framework for how you can make the right choice.

Demystifying AMD: How Answering Machine Detection Really Works

Regal's advanced AMD algorithm uses multiple factors to determine if a human answers your call. Learn more about the different techniques available.

Outbound Abandon Rate: Why It Matters & 5 Strategies Master It

Explore 5 actionable strategies to keep your outbound abandon rate low, optimize your dialer efficiency, and maintain customer trust.

Pros and Cons of a Progressive Dialer

Progressive dialers achieve more reach and agent efficiency, but there are compliance and customer experience implications.

Key Metrics for Optimizing Branded Caller ID Performance

The effectiveness of your Branded Caller ID strategy should be evaluated based on business impact using these 5 metrics.

What Are the Best Use Cases for Branded Caller ID

Branded Caller ID is a great tool to increase call answer rates. Find out the best use cases for Branded Caller ID, and learn when it's not the right solution.

Regal Journey Builder Now Available for 8x8 Customers

Regal and 8x8 launch a joint offering, through the 8x8 Technology Partner Ecosystem, making Regal the only Journey Builder provider for 8x8’s outbound contact center customers.

Identity Resolution: Why It Matters for Outbound Contact Centers

Identity Resolution is necessary to build a 360-degree view of your customer and power personalization. Learn how Identity Resolution works and why it matters for outbound contact centers.

June 2024 Releases

4 Essential SMS Campaigns for Home Insurance Companies

The fastest growing Home Insurance brands are using SMS in intelligent ways to drive higher customer engagement and more revenue. Get started with these 4 essential campaigns.

Treat your customers like royalty

Ready to see Regal in action?
Book a personalized demo.

Thank you! Click here if you are not redirected.

Oops! Something went wrong while submitting the form.