Live Monitor

Listen to the most important calls from anywhere

dvsAnalytics' Encore Live Monitor dramatically improves agent coaching by delivering the ability to monitor from mobile devices, define rules to discern who to monitor and add verbal or typed annotations to conversations.

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Traditionally, live monitoring has been a process whereby supervisors randomly select calls to monitor from a phone connected to the PBX and/or their desktop. Encore Live Monitor is a game changer in the industry. Available to any business using Encore call recording, Encore's monitoring software turns random monitoring into meaningful-specific monitoring and accommodates on-the-go managers who can't be tied to their desk.

Live Monitor Conversations From Anywhere

Today's on-the-go managers want to stay connected. With Encore, supervisors and managers can monitor calls real time, and even add notes to the recorded conversations in or out of the office, from their tablet, smartphone, or desktop computer. And, as with all Encore applications, Encore's built in security ensures conversations are accessible only to those with authorized permission. Whether in or out of the office, you can see and hear what is going on with your team and your customers!
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Listen to the Most Important Calls

Live monitoring conversations can be a significant coaching opportunity for Quality Management and Supervisors. However, traditional monitoring features have no way of identifying what calls to monitor and no automated mechanism for adding notes or commentary to the conversation. Encore Live Monitor solves these problems by:

  • Incorporating a rules-based engine that allows users to define which calls "in process" should be monitored. Examples may be conversations:
    • That appear exceptionally long
    • Specific to inexperienced agents
    • With premier customers
  • Color coding conversations that meet pre-defined parameters and should be monitored
  • Delivering views of team activity, highlighting agents with longest or shortest wait or talk times
  • Allowing managers to add typed notes in certain sections of calls
  • Providing the capability to also add "voice annotation" or verbal commentary

Encore Live Monitor delivers a much needed meaningful call monitoring solution that works for today's busy, on-the-go managers.


dvsAnalytics takes quality management to an unprecedented level