The complete FrontLine module map.

Post requisitions, manage candidates, and track hiring across every client and LOB from one pipeline.

Structured onboarding checklists with automated task assignment, progress tracking, and completion reporting.

The complete HR surface — employee records, leave, probation, disciplinary cases, performance improvement plans, and HR-only private information — kept in one auditable system instead of a parallel HRMS.

Policy library with attestations, expiry windows, and per-LOB scoping — auditable end-to-end.

Exit interviews, knowledge transfer tasks, alumni tracking, and separation analytics.

Multi-LOB schedule builder with agent availability, compliance windows, and real-time attendance tracking.

A skill catalog your operations team manages, per-employee competencies with expiry and decay, LOB eligibility scoring, and three gap reports that route sustained gaps to training automatically.

Labour cost model, per-LOB margin dashboard, budget vs. actual, and payroll reconciliation.

Single routing engine across voice, chat, email, and social — with skills-based and shift-aware assignment.

One operational surface for daily performance — composite score from QA, adherence, CSAT, training, and attendance; agent self-view; supervisor team view; goals, formal reviews, alerts, and PIP handoff. Gamification, pulse surveys, and peer recognition layered on top.

Scorecard-based evaluations with calibration workflow, trend analytics, and direct coaching linkage.

Post-interaction CSAT surveys, score aggregation, and integration into the QA + client SLA dashboards.

AI guidance during the interaction — knowledge surfacing, compliance scripts, sentiment escalation, and wrap-up assist.

Plans, modules, assignments, coaching sessions, nesting, and the QA → Coaching → Training loop — one engine for multi-client ramps.

One audience-scoped knowledge base — tenant-wide SOPs, account-specific references, and compliance docs in a single index that resolves visibility row-by-row. Full KCS lifecycle, search, analytics, and editorial review on top.

Give your clients live, scoped visibility into the agents on their account — headcount, QA, SLA, billable hours, and the operational reports they used to ask your account team to rebuild every week.

Outcome-based billing, contract-driven rate cards, and a per-client margin dashboard.

Pre-built operational dashboards, a governed self-serve report builder, scheduled email delivery, and one-click PDF/CSV export — every number scoped to tenant, client, and line of business.

Vendor registry, contracts, pass-through billing, headcount requests, and a read-only vendor portal — with compliance scorecards on top.

Internal ticketing for agent IT, HR, and scheduling requests — with SLA tracking.

Internal messaging with channel organisation, supervisor DMs, and pinned resources.

Track every asset your operation depends on — physical gear, software licenses, logical CIs, and cloud resources — from intake and assignment to a live service map and automated cloud discovery.

Native call interaction records, screen pop, supervisor monitoring, and softphone embed.

Unified audit log, PII access monitoring + alerts, retention enforcement, legal holds, DSAR workflow, right-to-erasure, and SOC 2 evidence packages — all under one compliance officer's surface.