This refers to listening in to a telephone call. A distinction is made between silent monitoring and side-by-side monitoring. In silent monitoring, the call is monitored without the employee being informed, whereas in side-by-side monitoring, the listener is in the listening position. Conversations can also be recorded for later analysis.
Monitoring has also established itself for all other channels of an Omnichannel Contact Center, so the above functions can also be used for chat, social media, e-mail, … application.