Real-time Monitoring and Coaching

Help team leaders cut through the noise and prioritize what matters the most now

Ytica WFO Real-time Monitoring

Situational awareness

Gain real-time visibility into agent activity, performance and work patterns. Monitor how many customers are queuing, and quickly drill down to play back recent conversations.
Ytica WFO Real-time Monitoring

Personalized agent coaching

Evaluate and support agents with immediate comments and instant post-call feedback. Encourage continuous development with specific, actionable coaching that enables agents to improve on their very next call.
Ytica WFO Real-time Monitoring

Agent monitoring

Understand the context of your agents’ performance with visibility of their on-screen actions. Identify coaching opportunities where agents struggle to use business applications and support tools, or catch and address inappropriate use of internet during calls.
Ytica WFO Real-time Monitoring

Inspections at a glance

Watch what agents are doing as they do it with automated real-time monitoring. Set custom alerts and colour-code specific behaviours to easily identify agents in need of support or to catch and address long-term performance issues.
Ytica WFO Real-time Monitoring