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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.