The process to live-monitor agents is very frustrating. I must pull up the Supervisor app, search for the agent I want to live-monitor, click the monitor icon, click the voice monitor icon, enter my station ID or phone number, then I receive a phone call, then I need to answer it. Worst of all, after I do all of that, I need to go through most of these steps again when the call is finished. Because of this, I always miss the beginning of the call...which is a critical component. Five9 has a much easier process. I don't need to enter a station ID or phone number, the system doesn't dial me like a phone call, and I stay connected to the agent the entire time. I can even hear what they're saying when they not on a call if they're not on mute. This allows me to multi-task while also live-monitoring calls. I can even walk the floor with a wireless headset listening to calls while providing floor support.