Monitor in real-time overview

You can monitor and evaluate an ongoing interaction of an employee and screen activity. Using real-time monitoring, you can deliver on-the-spot feedback and assist and support employees during a problematic interaction.

You can choose to monitor by an extension or by an employee. During real-time monitoring, the employee is not aware of your presence.

Interactions 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.

There is a 3-5 second delay when monitoring in real time.

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.

Video and Share media are not available in real-time monitoring.