Call center monitoring software
for

agent desktops

Call center monitoring software helps supervisors see how agents work. Some tools monitor the calls themselves, with call recording, live listening and quality scoring. Others monitor agents' computers: hours worked against the schedule, idle time and the applications and websites agents use. Intelogos is the second kind. It measures computer work automatically, without screenshots or keystroke logging, and is used alongside the call recording and QA tools in your contact center platform.

No. Intelogos doesn't record calls, listen in or score call quality, and it doesn't analyze speech or measure handle time. It covers the computer side of an agent's work: availability against scheduled hours, active and idle time, and which applications and websites agents use and how actively. Your phone system's recording and QA tools cover the calls, and Intelogos covers the work on the desktop.

No. There is no telephony, ACD or contact center integration. Intelogos runs alongside the softphone, CRM and helpdesk on each agent's computer and reads which apps are in use and whether there was keyboard or mouse input, so time on calls is inferred from time in the softphone or communication apps rather than from call events. To combine the two data sets, export the Team table or advanced reports to CSV or Excel, or schedule email reports daily, weekly or monthly.

A stretch without keyboard or mouse activity counts as idle only if it reaches a threshold you choose: 10, 20, 30 or 60 minutes, or you can turn idle detection off. Communication apps have their own threshold, so you can allow longer for time when people are on a call and not touching the computer. Idle periods can be saved as work time and highlighted in reports, or discarded. With the desktop agent, you can also let agents decide when they return and add a note such as "On a phone call".

Install a tracking agent on each agent's computer, wherever they work. IT can deploy the background agent to company-owned Windows and macOS computers with a script or an MDM or RMM tool, and it runs without a visible interface. People who work on their own computers can install the visible desktop agent instead, which runs on Windows, macOS and Linux and lets them start and stop tracking. Data from both appears in the same Dashboard, Team, Daily and Reports views, and KPIs are calculated in each agent's local time zone. Your company is responsible for telling employees about monitoring in line with local regulations.

Yes, as evidence of desktop time. Time reports show when each agent's workday started and ended, breaks and idle periods, and Availability shows how much of the scheduled hours was worked, grouped by project, manager or department. Reports can be exported to CSV or Excel or emailed on a schedule. Intelogos doesn't produce invoices or certify billable hours, so billing still follows your contract and your call data.

No. Intelogos doesn't take screenshots. Intelogos doesn't record what people type; it records only whether keyboard or mouse input happened. It records application names and usage time, website URLs and page titles, window titles, active and idle periods and work hours. Window titles and URLs can still contain details such as a customer's name in a ticket title, so set your categories and access roles with that in mind.

Prices vary by vendor and by what is monitored. Intelogos Analytics costs $8 per license per month billed yearly ($10 billed monthly) and includes the KPIs, the Team and Daily views, Chronicle, reports, tool categorization and both agent types. AI Intelligence costs $12 billed yearly ($15 monthly) and adds Ask AI, AI Performance Summaries, AI Coaching Recommendations and Intelogos MCP. Enterprise pricing is custom. Both paid plans start with a free trial, and every plan and feature is listed on the pricing page.