What feature enables real-time monitoring of customer-agent interactions and allows supervisors to intervene?

The feature that enables real-time monitoring of customer-agent interactions and allows supervisors to intervene is known as the Omni Supervisor. This tool is designed specifically for supervisors to have oversight over agents in a customer service environment. With Omni Supervisor, supervisors can observe live interactions between agents and customers, allowing them to provide immediate support, guidance, or intervention if necessary, ensuring that customer interactions remain high quality and issues are addressed promptly.

This capability is crucial in maintaining service standards, as supervisors can assess agent performance in real time and support their teams effectively during customer engagements. The visibility into ongoing interactions empowers supervisors to take corrective actions when needed, thereby enhancing customer satisfaction and streamlining operations.

The other choices do not specifically highlight the real-time monitoring and intervention aspect provided by the Omni Supervisor. Instead, they may have different purposes or functionalities that do not directly relate to real-time oversight in the same way.