PureEngage On-Premises

In our business it is relatively common that someone who is NOT an agent or a supervisor in the call center wants to listen in to a live call.  Sometimes when we interview candidates for the agent position we will have them "shadow" an existing agent to see what the job is really like.

In our old Avaya system, we would just hand this person a headset and splitter and give them a chair to sit next to the agent they are shadowing.

In our new Genesys cloud system using Workspace Web, we have not been able to find a spliiter compatible with our wireless Plantronics Savi 440 headsets.

So assuming we can't use a physical splitter device to support the shadowing of a Genesys agent what other ways have people done this?

We have considered using the coaching/monitoring function inherent to Workspace Web but that 1.) requires the person who is doing the shadowing to have access to a Genesys account and 2.) that that Genesys account is setup as the supervisor of an agent group for the person being shadowed.  This does not sound like a great solution to us.

Thanks for any suggestions.

Dear Kristin,
 
It’s not possible to listen a voice interaction by non-Genesys user. All agents should have Genesys accounts for any interactions with voice.
As a workaround you can record the interview and listen it later.
 
Regards,
Andrew
 

I looked up your headset and found this on Plantronics site. https://www.plantronics.com/us/media/media-resources/literature/user_guides/w440-m_ug_en-us.pdf
On page 13 it mentions conferencing in guest headsets. Is that an option for your environment?

Thanks Eugene.  We are actually aware of that feature and it is our contingency plan for supporting this type of listening in but it's a little more complicated of a solution than we'd like.

Andrew - unfortunately your workaround isn't acceptable to our business.  Listening to a call recording is not the same as watching an agent work live.  And we also considered creating generic accounts to use when a non-Genesys user that would allow them to listen to  a call using the inherent coaching/monitoring function.  However, the amount of trianing/setup needed for these folks to support this when they are not going to be Genesys users is impractical.