RTA monitoring support is an extension that helps the agent that is in the RTA team (RTA stands for Mobile Agent in Real-Time Application). The user doesn't need to check the dashboard every time. 

The extension provides two functions: a call or chat waiting for an indicator that informs the user about the incoming call or chats for them. This function is helpful for the agent that works for the RTA team. The agent doesn't need to check the dashboard all the time. 

This feature is very helpful for the user because it saves them time. They don't need to check the dashboard every single time to make sure that there is no call or chat waiting for an agent to pick it up.