The idea  with this concept Conversation monitoring software is for management to get a better understanding of how Agents and Bots are preforming with customers. The basic premise is that anyone with proper access can monitor conversations performed by agents and bots. The conversations can be filtered down to specific call centers, specific agents, and even specific call or messaging types. The software would have performance analytics, evaluation tools for rating conversations, and tools to determine if any part of the conversation needed to be revised.