Monitoring

DialTek provides all levels of agent monitoring through supervisor conference capabilities. Passive mode allows the supervisor to listen to the call. Active mode makes the supervisor a full participant in the call along with the agent and the customer. Whisper or coaching mode allows the supervisor to interact with the agent, but appear silent to the customer. Combined with our real-time reporting on agent availability, queue depths, and program performance DialTek monitoring provides supervisors and management a clear view of agent performance. The system also allows the supervisor to view the agent screen and to remove an agent from a call.