🚧 Feature is in early beta and available on request
Beta means the feature is still being refined based on customer feedback, so small changes may occur as we improve it.
To get access, contact support@voyc.ai or your Voyc Account Executive.
What is ALEX Live and Why Does it Matter?
ALEX Live brings real time guidance into every call. As the conversation unfolds, agents see timely cues that help them say the right thing at the right time in the right way. No waiting for scorecards. No post call surprises.
It helps teams handle complex scenarios more confidently, respond to risk as it appears and deliver consistent quality on every interaction. It also provides a foundation for more advanced use cases, including detecting unusual or potentially fraudulent behaviour based on what happens in the conversation.
To get the most out of ALEX Live, there are three quick setup steps for managers:
Make sure your scorecard type, group and node names are readable so they work well as an agent script
Configure the Live Cues that will guide them during calls
Set up your agents and give them access to ALEX Live
None of this requires rebuilding your world from scratch. Small tweaks to naming, a once off agent setup and a few well chosen cues are usually enough to get ALEX Live running smoothly.
This article covers each of these steps in turn.
Configuring Your Scorecard for ALEX Live
📝 Note: ALEX Live requires an LLM Gen 4 Scorecard. Your original scorecard will not work and must be rebuilt in the new format. Learn how to do this here.
ALEX Live builds the call script directly from your LLM Gen 4 Scorecard. This means the quality and clarity of your live script depends entirely on how your Scorecard Groups and Nodes are structured.
If your scorecard is clean, logical and written in natural language, ALEX Live will present a script that agents can follow easily. If not, you may need to adjust labels so the live script makes sense to someone who is not a QA specialist.
How ALEX Live Generates the Script
ALEX Live converts your LLM Scorecard into a real time script through these components.
1. Scorecard Groups
The group name becomes a main heading or section in the Picture in Picture window.
Examples include Opening, DPA, Product discussion, Sale, Wrap up.
2. Statement Name
Each Statement Name becomes a sub heading within the script.
3. Scripting
LLM Scorecards include a Scripting field. This is the text the agent reads or uses as guidance.
4. Options
Options become routing questions shown during the call. For example, a question such as “is this a good time to talk?” followed by options of Yes and No will appear as a quick choice the agent selects after hearing the customer response.
If Option names are unclear or coded, they will display that way.
Why Scorecard Readability Matters
Agents think in conversations, not QA structures.
If your scorecard uses labels like:
AffCheck1, DPA2, SaleConfirm
Long compliance wording copied from policy
All caps or coded names
ALEX Live will show that wording exactly as written. This makes the guidance harder to follow.
Clear, agent friendly scorecards result in clear, agent friendly scripts.
Important Limitations to Know
ALEX Live displays your text exactly as written. Currently:
No text formatting is supported such as bolding, italics or bullet points
Minimal special characters
No line breaks, all text is shown as plain text
Tips for the Best ALEX Live Experience for Your Agents
ALEX Live works best when the script is written for humans, not QA checklists. Here are practical recommendations to help your agents get the most out of it.
Keep it natural
Scripting should mirror the way an agent would actually speak. Avoid technical labels or internal shorthand.
Make groupings easy to navigate
Use clear group names that signal where the agent is in the call. Example: Opening, Eligibility, Product Summary, Sale Confirmation.
Keep routing options obvious
Option nodes should have simple names like Yes, No, Customer unsure or Customer declined.
Avoid long blocks of text
Short, clear statements are easier to follow during a live call.
Consider compliance phrasing
If something must be read verbatim, write it in plain language so the agent can say it naturally.
Test the script
Open ALEX Live in a test channel and walk through a sample call to see how your script flows. Adjust your scorecard where it feels clunky or unclear.
Keep agents informed
Let agents know what each section represents so they understand the flow rather than memorising every line.
Configuring Live Cues
Cues appear in real time when specific conditions are met. They help agents stay compliant, handle objections, detect risk and avoid problematic behaviour. Cues are configured per Channel.
Accessing the Cues Page
Go to the Channel you want to configure
Select Configurations
Open the Cues tab
You will see a table showing all cues with:
Cue title
Date created
Last modified date and time
Status toggle for active or inactive
View and Delete actions
For this article, we will walk through the 3 three cue types:
Repetitive word cue - A pre populated cue that alerts the agent when they repeat a word within a duration. The amount of words and duration is editable.
Pace cue - A pre populated cue that alerts the agent when they speak too fast. the conditions are set and cannot be edited
Phrase cue - You can create this cue and it is fully editable
Creating a Phrase Cue
A Phrase cue alerts the agent when a specific word or phrase is spoken. It behaves similarly to Alerts in the Voyc app.
Go to Channel Configurations and open the Cues tab
Select + New Cue
Choose Create from scratch then Continue
Enter a Cue Title and Description, then select Create Cue
The Cue Title is displayed to the agent, so keep it short and clear. After saving, your cue will be saved as inactive, select the View Icon to edit.
📝 Note: Preset, Alerts and cross Channel cue options are not currently available. You will only be able to create a cue from scratch.
Add the Display Text if Triggered
In Display text if triggered, enter the message that should appear to the agent when the cue fires. This is usually:
An instruction
A reminder
A short explanation of what the agent should do
Keep it brief so it is easy to absorb during a live call.
Set the Conditions
In the Conditions area:
Enter a keyword or phrase
Select + Add to include it
You can add up to 150 keywords or phrases to a single Phrase cue.
Save and Activate
Select Save
Toggle the cue to Active if you want it enabled immediately
The cue will now appear in the Cues table for that Channel.
Editing the Repetitive Word Cue
The Repetitive word cue flags when the same word is spoken too many times in a short time window. This can reveal distress, uncertainty or risk related behaviour. The cue is pre configured and available in the Cues tab by default.
Go to the Cues tab, find the Repetitive word cue and select the View icon.
Edit the Live Cue Title, Description and Display text if triggered so the agent understands why the cue appears and what they should do next.
Set the Conditions by choosing how many repetitions are allowed and the duration in minutes over which they are counted to control how sensitive the cue is.
Select Save, then toggle the cue to Active if you want it enabled immediately (if not already).
Editing the Pace Cue
The Pace cue detects when an agent is speaking too quickly, which can affect clarity and customer comfort. This cue is also pre configured.
Go to the Cues tab, find the Pace cue and select the View icon.
Edit the Live Cue Title, Description and Display text if triggered so the agent sees a clear, actionable instruction, for example “Slow down slightly and pause between key points”.
Review the Conditions. These are fixed. ALEX Live measures speech pace in syllables per second, uses a threshold of 5 syllables per second and triggers the cue when the agent speaks faster than that.
Select Save, then toggle the cue to Active if you want it enabled immediately.
Managing Your Cues
Once saved, each cue appears in the table on the Cues page where you can:
View and edit
Delete (phrase cues)
Toggle active or inactive
This keeps your guidance library organised and ensures only the cues you want are active during calls.
Inviting your Agents to Create their Voyc Account
📝 Note: If a call has not yet been uploaded for an agent, they will not appear in the list and cannot be invited to ALEX Live until a call is uploaded where they are identified as the agent.
Accessing Agent Configuration Page
The agent list in ALEX Live is built from the agents that appear in your uploaded calls.
Setting up your organisation for to include Agents is done through the Agent settings tab:
Navigate to Organisation Settings.
Open the Agent tab.
You will land on the default Manage Agent Users page.
This is where you’ll manage your agents' access to ALEX Live.
You’ll see a list of your agents here (these names come from your uploaded calls). For each agent, you’ll find:
Agent: The name as it appears in your call uploads.
Email: Blank until you invite the agent by email.
Date Added: Populates once you invite the agent.
Status:
inactive - no agent has been invited.
invite sent - you’ve invited them, but they haven’t accepted their invite and created their account their account yet.
active - the agent has activated and logged into their Voyc account.
invite expired - the invite was sent but the agent failed to accept their invite and create an account within 3 days and the invite has expired.
At the end of each row, you’ll find action buttons to manage their access:
Invite - send an invite to create an account.
Uninvite - cancel an invite that hasn’t been accepted.
Resend Invite - resend an invite that has expired
Remove - remove an agent who already has an account.
Inviting Your Agents
You can invite agents one by one or all at once using a bulk import.
One-by-One
Find the agent you want to invite.
Click the Invite button at the end of their row.
Enter their email address and click Invite.
You’ll see a confirmation message once the invite has been sent. Select Close.
📝 Note: Agent invites will expire after 3 days of being sent, this includes weekends. For example, if you send an invite on a Friday at 5pm the invite will expire on Monday at 5pm.
Bulk Import
📝 Note: Bulk import is only available if your agent’s have the same email domain (the part after the @, e.g. mycompany.co.za). If your agents don’t share a domain, you will need to invite them individually or in smaller batches where each batch has the same domain.
At the top of your agent list, click Bulk Invite Agents.
In the pop-up window, select Download Template to download the csv template you will be using for the bulk upload.
Open the CSV. You will notice that your unlinked agents have been pre-populated with your agent name. Delete any rows for agents you don’t want to invite.
You can open the CSV using either Excel or Google Sheets, you should notice that it has split the information into columns for easy editing. Add the email addresses in the email column. You can then download the file as a CSV (comma separated) and upload it.
If editing the document in CSV format, you need to add each agent’s email address into the CSV text, separated by a comma. Important: no extra spaces after the display name and don’t add a new column for emails. Example:
Betty Davis,betty@myemail.com
Back in Voyc, enter your company email Domain (the part after the @, e.g. mycompany.co.za). If your agents don’t share a domain, invite them individually or in small batches of matching domains, for example, all @gmail.coms in one upload, all @hotmail.coms in a second upload etc...
Upload your edited CSV by selecting Upload CSV and choose the file.
Select Upload to finish. You’ll see a green message informing you of the number of entries processing. You can Close the box.
💡 Tip: It may up to 10 minutes for agents to appear as invited. Refresh the agent list using the refresh icon to show the changes.
Managing Agent Access
Managing agent access ensures only the right people have access to Alex Live. From this page, you can control invitations, revoke access and keep your Agent environment secure and organised.
At the end of each agent’s row, you’ll find action buttons that let you manage their connection to Voyc:
Invite - Send a new invite to an agent who hasn’t joined yet. This creates their Voyc account and gives them access to ALEX Live.
Uninvite - Withdraw an invitation that hasn’t been accepted. Use this if you invited someone by mistake or they no longer need access.
Resend Invite - If an agent hasn’t activated their account within three days, their invitation expires. Select this option to send a fresh one and restart their setup process.
Remove - Revoke access from an agent who already has an account. This immediately prevents them from logging in or viewing feedback.
💡 Tip: It’s good practice to review your agent list regularly. Removing outdated users or resending expired invites keeps your system tidy and ensures that everyone who needs access has it.
The Gist
With your scorecards optimised, your cues configured and your agents set up, ALEX Live is ready to do the heavy lifting in every conversation. Agents get the right guidance at the right moment, managers get clearer oversight and customers get a smoother, more consistent experience. A few thoughtful setup choices are all it takes to turn ALEX Live into a reliable part of your daily operations and a powerful foundation for quality, compliance and coaching.