Genesys Cloud (formerly PureCloud)

Discussion Thread View
Expand all | Collapse all

Monitor a specific agent without pressing monitor on each call

  • 1.  Monitor a specific agent without pressing monitor on each call

    GCAP Member
    Posted 12-12-2016 14:37

    We would like to have a monitor function where you don't have to press monitor on each interaction. More to have a bridge open between agent and supervisor. Similar if you have a three way headphone splitter.



  • 2.  RE: Monitor a specific agent without pressing monitor on each call

    GENESYS
    Posted 12-13-2016 19:54

    Thanks for the information.  This is not currently planned, however we'll add it to the list of feature enhancement requests.



  • 3.  RE: Monitor a specific agent without pressing monitor on each call

    GENESYS
    Posted 10-18-2018 03:04
    Hello Lesley,  does this request was implemented?

    Thanks
    Melanie

    ------------------------------
    Melanie Goncalves-Andreas
    Genesys - Employees
    ------------------------------



  • 4.  RE: Monitor a specific agent without pressing monitor on each call

    Posted 09-28-2020 14:43
    It is now 2020.  Has this been implemented yet? I'm kind of surprised that wasn't done before.  It seems like a basic function of a phone system.

    ------------------------------
    Spencer Mangelson
    Ensign Services, Inc.
    ------------------------------



  • 5.  RE: Monitor a specific agent without pressing monitor on each call

    GCAP Member
    Posted 12-14-2016 07:40

    Thanks Lesley! 



  • 6.  RE: Monitor a specific agent without pressing monitor on each call

    Posted 09-28-2020 15:51
    Isn't this what you are looking for from the most recent roadmap:

    Monitor/Coach/Barge:  Persistent Connection to Agent*

    Provide supervisors and administrators the ability to stay engaged with every new call presented to an agent rather than have to locate the agent and next interaction each time.

    https://purecloud.ideas.aha.io/ideas/PCV-I-50 



    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------