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 +44 (0) 1962 835053, or email sales@processflows.co.uk.

Latest Case Study

ProcessFlows Practises What it Preaches with SMS

For three decades, ProcessFlows has been distributing best-of-breed technology t...

View Case Study

Next Event

Options for Microsoft Exchange Online UM Customers

29th November 2017
As of July 2018 Microsoft will be discontinuing support for Session Border Controllers to connect 3r...

Book a Place

Latest News

You Need to Communicate to Educate

Universities are home to a large student, faculty and staff population. A commun...

Read More
mautic is open source marketing automation

Hi, we are currently experiencing problems with our phone lines. If you need urgent technical support please call 01962 678441.

For non-urgent technical support issues, please email support@processflows.co.uk.

For non-technical help, please email sales@processflows.co.uk.

During office hours (8:30-5pm) you can also use the live help on this site – see bottom right.

Quick Contact
T: 01962 835053
E: sales@processflows.co.uk