The agent sees five things as the call arrives: a two-line summary of what the AI and the customer said, the customer's intent in their own words, the last three turns of the conversation, the account facts the AI read from your CRM (amount, due date, plan), and the disposition options for this queue. Phone numbers and account identifiers show as fragments. Card numbers never appear, because the AI stops a customer reading one out and sends a payment link instead.
The screen
Picture the agent's screen at the second the call lands. Top left: the customer's first name and a masked identifier, the queue, the reason for handover in one line ("disputes the amount", "asked for a person", "premium objection"). Under it, the summary and the last three turns, with the customer's words kept as said. Right side: the record the AI already pulled, so the person is not asking the customer for the policy number the AI used thirty seconds ago. Bottom: the dispositions for this queue, so the outcome is a click, and nobody writes a paragraph. We took things off it until that was all that was left.
What is deliberately hidden
A compliance team at an insurer told us that even the last four digits of an identifier should not be visible to an agent who does not need them. They were right, and the default on Vox Agent Desktop is now masked identifiers everywhere, with full values behind a role. Card numbers are a different matter: they never reach the screen because they never reach the call. If a customer starts to read one out, the AI stops them and sends a secure link; the card is entered there, not spoken.
Access to recordings and transcripts is role-based, behind MFA, and every access is logged. Your audit team can see who opened what and when.
On your own agent desk
If your people stay on your existing desk, the same five things arrive by webhook in the fields you map, and the call transfers on your trunk. The masking rules travel with the payload, so what your desk shows is what your field mapping allows and nothing more. The console mock on the trust page shows the masked screen, with simulated values.
Questions people ask
What information does the agent get at handover?
A summary, the customer's intent in their own words, the last three turns, the account facts read from your CRM, and the disposition options for the queue.
Can agents see full phone numbers and account numbers?
By default identifiers are masked to fragments on Vox Agent Desktop; full values sit behind a role and every access is logged.
Can the agent see card details?
No. Card numbers never reach the call: the AI stops a customer reading one out and sends a secure payment link instead.