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What permissions are required for an agent to be able to monitor live conversations?

  • 1.  What permissions are required for an agent to be able to monitor live conversations?

    Posted 01-12-2018 05:31

    Is there anything additional required where the agent doing the monitoring is using a WebRTC phone and they want to listen in to conversations conducted via desk phone. 



  • 2.  RE: What permissions are required for an agent to be able to monitor live conversations?

    GENESYS
    Posted 01-12-2018 14:14

    Hi @Zoe Smyth? ,

     

    To my knowledge, these are the permissions users need to monitor conversations: https://help.mypurecloud.com/articles/monitor-in-progress-interactions/

     

    Re: phones, some phones require the user to pick up a "call" to monitor a conversation (it will look like an incoming call from the user being monitored), while others will just join automatically. The article has more details.



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