Genesys Cloud (formerly PureCloud)

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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

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    Melanie Goncalves-Andreas
    Genesys - Employees
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  • 4.  RE: Monitor a specific agent without pressing monitor on each call

    Posted 27 days ago
    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.

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    Spencer Mangelson
    Ensign Services, Inc.
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  • 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 27 days ago
    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 



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