This software is efficient and sophisticated and growing more so all the time. It can track and time calls, check on key strokes and log each and every conversation between staff and caller. The ACD software has real-time messages associated with each agent. The software constantly tracks each agent's actual work and compares it to a schedule. The moment a discrepancy arises, the agent's name and the amount of time involved is noted and each notification and alarm is color-coded to show the nature of the problem.
Supervisors can see an agent's status at any given moment and take action.
Every aspect of your time is monitored. The information goes back to a central monitoring system - 'the tower'. From here the supervisor can see everything. There is a 'reason code' which you must punch if you are doing anything else other than answering calls. For example reason 8 - taking a break.