Live Monitoring

The Live Monitoring feature provides authorised users with the ability to monitor live interactions within the organisation. 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, Desktop Screens, 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

More information

For more information you can call us on 01962 835053, or email sales@processflows.co.uk.

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