Is it possible for supervisors to listen to the recordings of current call while agent is still on call using Genesys Interaction Recording ?
is this possible using speechminer?

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Kumar Gaurav
Moksa Technologies Pvt. Ltd.
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Hi Kumar,

you don't need GIR for that.

With SIP Server + MCP it is possible for a supervisor to listen to real time calls.


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Rafael Marciano
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Original Message:
Sent: 09-24-2018 05:03
From: Kumar Gaurav
Subject: GIR recording

Is it possible for supervisors to listen to the recordings of current call while agent is still on call using Genesys Interaction Recording ?
is this possible using speechminer?

------------------------------
Kumar Gaurav
Moksa Technologies Pvt. Ltd.
------------------------------

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Byron Nelson
Customer Ops System Administrator
OGE Energy Corp
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Original Message:
Sent: 09-24-2018 05:03
From: Kumar Gaurav
Subject: GIR recording

Is it possible for supervisors to listen to the recordings of current call while agent is still on call using Genesys Interaction Recording ?
is this possible using speechminer?

------------------------------
Kumar Gaurav
Moksa Technologies Pvt. Ltd.
------------------------------

Hi Kumar

Genesys Interaction Recording does not contain this capability, its provided directly from the desktop client (WDE for example) where supervisors can directly listen to live calls. This is a standard capability between SIP and MCP. 

Regards


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Cameron Smith
Sr Director, Product Management - Workforce Engagement Management
Genesys - Employees
cameron.smith@genesys.com
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Original Message:
Sent: 09-24-2018 05:03
From: Kumar Gaurav
Subject: GIR recording

Is it possible for supervisors to listen to the recordings of current call while agent is still on call using Genesys Interaction Recording ?
is this possible using speechminer?

------------------------------
Kumar Gaurav
Moksa Technologies Pvt. Ltd.
------------------------------

Speechminer/GIR receives the call and its matadata only after the call is completed. So you cannot do this with SpeechMiner/GIR. I assume if you have GIR, you should already have SIP Server & MCP in your environment. So you can use the Whisper, Coach, Functionality of SIPServer to listen to the call in progress.

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Sivakumar Natarajamoorthy,
Genesys Certified Professional,
Dubai.
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Original Message:
Sent: 09-24-2018 05:03
From: Kumar Gaurav
Subject: GIR recording

Is it possible for supervisors to listen to the recordings of current call while agent is still on call using Genesys Interaction Recording ?
is this possible using speechminer?

------------------------------
Kumar Gaurav
Moksa Technologies Pvt. Ltd.
------------------------------

Supervisor coaching or whispering is not related to the GIR solution at all and you can achieve that in (out of box) Workspace Desktop Edition without any additional development or effort (except the configuration :))

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Jakub Němec
Dimension Data Czech Republic s.r.o.
------------------------------

Original Message:
Sent: 09-24-2018 05:03
From: Kumar Gaurav
Subject: GIR recording

Is it possible for supervisors to listen to the recordings of current call while agent is still on call using Genesys Interaction Recording ?
is this possible using speechminer?

------------------------------
Kumar Gaurav
Moksa Technologies Pvt. Ltd.
------------------------------