I really appreciated how easy it was to review all of my agents' calls. Since I was in charge of quality control, this feature made my job much simpler. What I liked most was the ability to live barge into a call if an agent said something incorrect, allowing me to discreetly send notes to the agent without the caller being aware. Review collected by and hosted on G2.com.
I found it frustrating that the software required me to use unconventional and unusual search criteria when trying to find specific information, such as call times and durations. This made gathering data feel more cumbersome than simply listening to the calls themselves. Review collected by and hosted on G2.com.


