Perfect for Any Supervisor
Manage agent and customer activity and track your call center’s performance from anywhere in real time. Real Time Monitoring allows interaction with agent activity to quickly adjust to changing conditions in your call center.
Real Time Monitoring enables you to view live information from your call center activity such as active agents, active channels, number of waiting calls in queues, total time spent with each customer, average call handling time, agent idle time, and many more KPIs.
You can either eavesdrop on the conversation or whisper to an agent without the caller knowing to provide on the job training or conflict resolution. In cases where an agent requires assistance, the supervisor can barge into a 3-way call with both the agent and the caller.