The alert feature is very useful. I have set alert policies for words, websites and specific user beheaviour; you can even be alerted if an agent hasn't checked in for a while. I like that you can set different recording policies for different groups and that you can configure and schedule reports and have them emailed to you.

Once you email support, they get back you in a timely fashion. Review collected by and hosted on G2.com.

In my experience the upgrade was a pain, it needs to be more streamlined. Although it picks up most if not all websites visited, you have to manually categorize all of them as productive/unproductive for the reporting feature, this is very tedious. Review collected by and hosted on G2.com.