What is Real-Time Monitoring?
Real-time monitoring refers to the live tracking of agent activities, call queues, performance metrics, and system health in a contact center. It helps supervisors identify issues, provide support, and make immediate adjustments.
Why It’s Essential in Contact Centers
– Enables proactive issue resolution
– Supports quality assurance and coaching
– Helps manage service levels in dynamic environments
– Increases visibility into team and system performance
Types of Real-Time Monitoring Tools
Live Dashboards
Display call volumes, wait times, agent status, etc.
Agent Monitoring
Allows supervisors to listen in or whisper-coach during live calls.
Queue Monitoring
Tracks queue lengths and average wait times in real time.
Best Practices for Real-Time Monitoring
– Focus on both performance and support, not just surveillance
– Use data to trigger coaching or escalation
– Share live stats with agents to promote accountability
Related Topics for Further Reading
– Call Monitoring
– Workforce Management
– Service Levels
– Schedule Adherence
– Live Dashboards
