Real-Time Interaction Review workspace

You access the Real-Time Interaction Review workspace 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 is in progress (if you have the monitor audio privilege)
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.