Monitor in real-time overview
You can monitor and evaluate an ongoing interaction In Speech Analytics, an interaction represents a single part of the contact between one employee and the same customer. In Text Analytics, an interaction is the communication session between one or more employees and the same customer with a unifying contextual element. of an employee and screen activity Core component of both schedules and time records in Workforce Management (WFM). When an employee performs any kind of work, activities specify the scheduled work and capture employee adherence to their schedule.. Using real-time monitoring, you can deliver on-the-spot feedback and assist and support employees during a problematic interaction.
During real-time monitoring, the employee is not aware of your presence.
Interactions Product that assists contact centers increase operational effectiveness and improves the customer experience through full-time recording, powerful quality monitoring, compliance/liability management, rich reports, and an intuitive, dashboard-style interface. monitored in real time are always recorded and saved in the system (unless the recording is specifically blocked by a rule, application, or API command), even if the interactions don't match a recording rule. If screen recording is configured, the screen is also recorded and saved.
If filters are defined with a specific PBX ID or Extension, you can only monitor interactions by employee that meet these filter definitions. These filter definitions do not affect real-time monitoring by extension. Filters defined based on any other parameter do not affect real-time monitoring by employee or by extension.