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We are excited to announce Real-Time Digital Monitoring !!!
Imagine being able to see what your agents see, not after the fact, but in real-time !! That's exactly what our new feature enables. You will be able to observe digital interactions* live, right as they happen. A few more details about this feature...
We are eagerly working towards our target for a Real-Time Digital Monitoring beta in July 2023 - APPLY TODAY. Following this we will review your invaluable feedback and make necessary improvements, with a GA release targeting between late Q3 & early Q4. >>Sneak Peek 1 / Sneak Peek 2 <<
*However it's important to note that this feature excludes email interactions, focusing instead on the most dynamic digital mediums where real-time engagements brings the most value. Please stay tuned It's on our roadmap for next year !!!
Nicholas, I got excited and signed up for the beta and then found the post here with the sneak peaks. We have been anxiously awaiting the ability to remotely monitor interactions real-time. This is needed for training/precepting our agents since we are no longer all in the same building. Will this "Real-Time Digital Monitoring" enhancement allow us to listen to and view the agent's screen(s) while they are on a voice interaction? From the sneak peak, it's hard to tell.
Hi Marcus, This capability will permit user to view only the transcript of an agent during a web message (or sms, and third party messaging) with customer. Screen Capture for voice I know is on the roadmap.
We applied for the Beta but haven't gotten any communication about it, can you give us an update?
We are evaluating applicants and should be opening the Beta soon (by the end of July). Please stay tuned ..
Senior Product Manager, DX Platform
Any update on when the Beta will begin? I still haven't heard anything after registering.