Monitoring and coaching are on the quality pages
A live call
Watch
Call and desktop
monitoring are named.
Monitor
Flag
The quality page says
supervisors can be
Coach
Guide
Assistance can use
competency.
Assist
Separate
The routing sentence
stays on the quality
Route
Closed
The skill chapter did
not print that field.
Skill
Cite
The note names which
page.
Reader
Both opened. They are not the skill chapter.
Sources and go deeper
Workforce engagement management
.
vendor
. last checked 2026-10.
Quality management
.
vendor
. last checked 2026-10.