System and method for observing a communication session

An apparatus comprising:

• at least one processor;
• and
• at least one memory including computer program code for one or more programs,
• the at least one memory and the computer program code configured to, with the at least one processor, cause the apparatus to perform at least the following,
• track a number of concurrent service observing sessions to an automatic call distributor, wherein each of the service observing sessions is established for a user to monitor a voice call involving an agent, and
• selectively restrict the number of concurrent sessions based on a predetermined restriction criterion.

A system comprising:

• an automatic call distributor;
• and
• a call center manager configured to:
• track a number of concurrent service observing sessions to the automatic call distributor, wherein each of the service observing sessions is established with a user to monitor a voice call by the corresponding user, and at least one of the service observing sessions is initiated via a web-based application;
• and
• selectively restrict the number of concurrent sessions based on a predetermined restriction criterion.