# Monitoring and coaching are on the quality pages

- The WEM list includes real-time call and desktop monitoring. The quality page adds real-time monitoring and coaching, and a line that says supervisors can be flagged for immediate coaching with dynamic guidance. It also says agent assistance can be personalized from agent competency.
- The page says competency is infused into routing decisions. That sentence is on the quality page. It is not a field on the skill groups chapter this lab read. Do not paste it into the skill tab as if the admin guide had printed it.
- Cite the page that printed the sentence
- Do not move it onto the skill tab

## Sources and go deeper

- [Workforce engagement management](https://www.five9.com/products/capabilities/workforce-optimization). vendor. last checked 2026-10.
- [Quality management](https://www.five9.com/products/capabilities/call-center-quality-management-monitoring-tools). vendor. last checked 2026-10.