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  • 1.  Unable to do coaching and monitoring calls in genesys WWE

    Posted 02-22-2019 01:38

    Requirement ::

    Supervisor want to monitor the voice  interaction of the agents.

     

    We have created the Agent with Supervisor Role and assigned all privileges through Access group ,and assigned that agent as supervisor to Virtual Agent Group.

     

    Agent as Supervisor Configuration::

       1. htcc ::  roles : Supervisor,Agent

       2. added the Access Group which have supervisor role assigned.

       3. added agent to the supervisor option of VAG.

     

    Role::

     

    1. Have below privileges

     

    2. added Access group as a Member  to the role.

     

    Not able to see the Monitoring option once i login to wwe and try to monitor the voice interaction. It will be helpful for any suggestion.

     

     

    Thank You,
    Vindhya


    #Omni-ChannelDesktop/UserInterface

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    Vindhya Havinal

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  • 2.  RE: Unable to do coaching and monitoring calls in genesys WWE

    Posted 02-22-2019 08:18
    Vindhaya,

    In PEC we also use WWE, and we have to add this to the persons annex/options:

    interaction-workspace
    privilege.teamlead.can-use
    true




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    Byron Nelson
    Customer Ops System Administrator
    OGE Energy Corp
    PureEngage Cloud since 2015
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    Original Message


  • 3.  RE: Unable to do coaching and monitoring calls in genesys WWE

    Posted 02-23-2019 05:38
    Hi Byron 

    Thank you for Reply, we have privilege.teamlead.can-use true option configured on person level(supervisor) as well as same privileges configured on wwe application.

    can you please suggest on other configuration .


    Thank You,
    Nitin Turankar

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    Nitin Turankar

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    Original Message


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