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.
▸ 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