Real-Time Interaction Review workspace

You access the Real-Time Interaction Review workspace Area within an application window where the user interacts with the program. after you select the employee to monitor (from the Monitor Employees Dashboard).

From the Real-Time Interaction Review workspace, you can do the following:

Hear the conversation if an 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. is in progress (if you have the monitor audio privilege Permissions associated with each role that define the features of the application a user is able to view and the functionality in the application the user can access.)
View current interaction screen (if you have the monitor screen privilege)
View related employee status (logged on, logged off, currently on a call)
View current interaction data
View current employee data
Evaluate the employee

You can access the Real-Time Interaction Review workspace even if there is no interaction in progress. In this case, you can view the current screen of the relevant employee (although there is no ongoing interaction). Once an interaction starts, the status of the related employee changes to Interaction in progress and you are immediately able to hear the conversation.