Listen in without disrupting the agent or alerting the customer

Live monitoring capabilities allow our clients the ability to listen to both the agents and their customer calls in real time. The client dashboard view highlights service levels, key performance indicators, data displays in numeric or graphical format, as well as performance data by color. Additionally, this tool also allows agents the ability to view their own performance statistics and quality metrics.

Some key features of the Live Monitoring function include:

  • Real time statistical dashboard
  • Historical reporting
  • Remote live call monitoring
  • Streaming call recordings
  • Agent portal access