What is ALEX?
ALEX, short for Agent Learning EXperience, is Voyc’s suite of tools that helps agents perform better on every call through:
Real time guidance while the call is happening
Post call feedback that drives coaching
Data driven insights that show whether performance is improving
Instead of giving agents a pile of tools and hoping for the best, ALEX creates one connected experience inside Voyc, powered by shared agent user management and access control.
That means when an agent logs into Voyc, they see what is relevant to them, nothing else.
The ALEX Suite at a Glance
ALEX is made up of three components that work together:
ALEX Live
Real time coaching and compliance assistance for agents while they are on live calls.
Guides behaviour in the moment with configurable cues and a clear summary at the end of the call.
⌛ Coming soon! Priority list now open, talk to your Account Executive to reserve a slot.
Agent Highlights
Post call feedback and collaboration between managers and agents.
Turns specific calls into focused review items so agents can learn from real conversations.
⭐ Live in Beta! First iteration is now in Beta, ask your Account Executive about activation.
Beta means the feature is still being refined based on customer feedback, so changes may occur as we improve it.
ALEX Dashboards
Personalised performance insights for both agents and managers.
Closes the loop with trends, patterns and coaching impact over time.
📅 Planned Release in Early 2026.
Agent Highlights
⭐ Live in Beta! First iteration is now in Beta, ask your Account Executive about activation.
Beta means the feature is still being refined based on customer feedback, so changes may occur as we improve it.
Purpose
Agent Highlights delivers the post call feedback loop between managers and agents. Each Highlight represents a call that needs attention plus the feedback that goes with it.
The goal is simple. Take quality insights, wrap them in context, and make it easy for agents to review, respond and improve.
What Agent Highlights Does
1. Admin and manager configuration
Managers and admins can configure how Agent Highlights work for their teams, including:
Agent onboarding
Invite agents individually
Or upload via CSV for bulk onboarding
Conversation release rules
Decide when agents see their calls, for example:
Only once a conversation has been graded
When a conversation has been assigned to them
Decide what agents see
Transcript and audio by default
Alert visibility configurable as None, Resolved, Reviewed or Actioned, or All
Decide how long agents see it for
Conversation access set to Always or for a set period of time
This keeps control with managers, while making sure agents only see what is appropriate for their role and workflow.
2. Feedback that lives with the call
Highlights create a structured feedback loop inside Voyc rather than in separate tools.
Managers leave comments on specific calls
Agents respond using comment threads and clear badges such as Agree, Disagree, Comment or Question
Email notifications keep everyone updated when new comments are added
Managers can close a conversation once the feedback loop is complete
Everything stays linked to the original call, so context is never lost.
3. Agent experience, today and tomorrow
Right now, Agent Highlights focuses on giving agents access to relevant calls and feedback, and enabling two way conversations around that feedback.
A dedicated task tracking view allows agents to see a clear, prioritised list of “things to review” when they log in, without having to hunt through calls.
In short, Agent Highlights gives you:
A consistent place for agents to review calls selected by managers by Channel
A single source of truth for coaching conversations
A structured way to close the loop on specific calls
💡 Learn how to configure and use Agent Highlights with these articles
ALEX Live
⌛ Coming soon! Priority list now open, talk to your Account Executive to reserve a slot.
Purpose
ALEX Live provides in the moment coaching for agents during live calls. It focuses on:
Supporting compliance
Improving consistency
Boosting agent confidence while they talk to customers
Think of it as a smart co-pilot that nudges agents while they are on the call, then shows them how they did once the call ends.
Planned Experience
ALEX Live is being built as a seamless experience inside the Voyc platform. The planned flow includes:
A Launch button from the Voyc home screen
A full screen login and home view, then a picture in picture (PiP) guidance modal that sits alongside the agent’s usual tools
An end of call summary showing
Adherence score
Live Cue count where configured
Repetitive words count where configured
Behind that experience is a Live Cues configuration area in Voyc, where you will be able to:
Create cues from scratch or from templates, alerts or channels
Configure cue text, keywords, speaker and expected behaviour
Use templates for pace and repetitive words with ready made thresholds
Plug into Gen4 scorecards so live detection aligns with your existing QA design
ALEX Dashboards
📅 Planned Release in Early 2026.
Purpose
ALEX Dashboards are designed to answer two questions:
Are our agents improving over time
Where should we focus our coaching effort next
They will bring together data from ALEX Live, Agent Highlights and your existing quality metrics into focused, role based views.
Current Status and Direction
ALEX Dashboards are in design and validation. Work in Q4 2025 focuses on:
Defining concepts and user journeys
Building prototypes
Running customer validation sessions with agents, managers and admins
Preparing final designs and product specs for build and release in early 2026
Planned Capabilities
The intent is to provide clear, personalised insights for both sides of the coaching relationship.
Agent Dashboards
Personal performance trends
Follow up on coaching and Highlights
Progress across Live Cues and call quality
Sales Leaderboard
Manager Dashboards
Team level visibility into engagement and outcomes
Understanding which coaching activities are working
Early signals for risk and underperformance
Feedback Analytics
Aggregated trends across live guidance, post call feedback and scoring
Patterns that inform training and process changes
How ALEX Fits Into your Voyc Setup
ALEX is not a separate product universe. It is the agent facing layer on top of your existing Voyc quality and compliance programme.
Same platform
Agents access ALEX from Voyc, so you do not add another tool to your stack.
Shared access control
A unified agent user management model controls what each agent sees across Highlights, ALEX Live and future Dashboards.
Aligned scorecards
ALEX uses your Gen4 scorecards to ensure live and post call views match your QA design.
One feedback system
From detection, to feedback, to agent action, ALEX keeps everything connected to real calls inside Voyc.
You can start with Agent Highlights, then extend into ALEX Live and ALEX Dashboards as they become available for your organisation.
What to Do Next
To explore ALEX for your teams:
Speak to your Voyc Account Executive now to:
Arrange access to the first ALEX release which focuses on Agent Highlights
Align configuration with your existing QA and coaching flows
ALEX is built to grow with you. As components move from design to Beta to full release, you can use this article as the central reference, with your availability callouts under each section to keep customers aligned on what they can use today and what is coming next.
The Gist
Voyc has launched ALEX, the Agent Learning EXperience, a connected suite designed to help agents perform better through real-time guidance, post-call feedback, and data-driven insights. Built directly into Voyc, ALEX gives agents exactly what they need when they log in, nothing more, nothing less.
The first component, Agent Highlights, is live in Beta. It powers structured post-call feedback loops between managers and agents, helping turn insights into meaningful action. Managers can control when and what agents see, create two-way feedback threads, and close the loop on specific calls.
Next up is ALEX Live, delivering real-time coaching and compliance assistance inside Voyc. It will guide agents in the moment with configurable cues and end-of-call summaries, keeping calls consistent and compliant.
Finally, ALEX Dashboards will close the feedback loop by visualising performance trends and coaching impact across teams.
ALEX grows with your organisation, start with Agent Highlights now and expand into the full suite as each component becomes available. Speak to your Voyc Account Executive to activate your Beta access or reserve your spot on the early release list.