This was previously submitted in the forums, but I can't find a FR on User Echo. Our call center director asked for an update, so I'm resub,it ting and hoping it is already on the roadmap.
GoToAssist has the ability for privileged users to invisibly connect to a session and monitor a session by one of their representatives. While conencted, the manager cannot interact with the session, but can see the session in real time. The agent has no visibility to the fat that they are connected.
As we've been switching, our Call Center managers have found that they miss this feature.
I would think a similar feature would be useful for quality control.
Customer support service by UserEcho