Live Monitoring

Live Monitoring

“The Live Monitoring feature provides authorized users with the ability to monitor live interactions within the organization.”

Live Monitoring

The Live Monitoring feature provides authorized users with the ability to monitor live interactions within the organization. This provides users with an in-depth understanding of live interactions and the ability to evaluate agents’ strengths and weaknesses. Live monitoring also enables supervisors to live-coach agents via Chat, so they can easily and quickly intercept problem calls and resolve issues as they happen.

Features:

▸ Live monitor a range of modalities, including Voice, IM/Chat and Video
▸ Live monitoring license included with recording modality license at no additional charge
▸ View Skype for Business presence from within the live monitoring panel
▸ Initiate a call, email or IM/CHAT session from the live monitoring panel
▸ Sort users by various filters, including presence, call status and groups

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