A place to ask questions, connect with others, and stay in the know
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.
Thanks for the information. This is not currently planned, however we'll add it to the list of feature enhancement requests.
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.
Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a ServiceSM so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one solution and the world's leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility. Visit www.genesys.com.