The best thing about this software so far has been how easy it was at first glance (and still) after years working using other products - I've never had any problems or issues getting used/adapting quickly! There are some things you need more training around but not much really as they're all pretty straight forward once your familiarised yourself enough from tutorials etc..
We use social media monitoring through here too & we can see who's online when our office hours begin / end each day via notifications sent out by them automatically if someone logs into their account during those times- great feature!!