Can supervisors monitor the work of individual agents or entire teams?

Yes, managers can view a real-time dashboard in VanillaSoft of agent activity. You can see who’s logged in, what they’ve resulted, what were the results, etc. For phone calls, we offer live call monitoring (whisper, barge, coach, transfer) with our VOIP phone system. All calls can be recorded for ongoing review and coaching. Built-in reports provide an ongoing snapshot of overall and individual agent performance. One of the unique benefits of our queue-based approach to sales engagement is that VanillaSoft tracks and records every touch point and action, ensuring a consistent user experience and sales cadence, as it automatically progresses to the next best available lead.