Good afternoon,
We are in the process of upgrading to Genesys 3 and a testing some of the enhancements to make sure they work in our environment. So far so good! With regard to screen share one testing session would not allow the screen to be shared. The user tried both chrome (we checked version and it was not the old version mentioned on resource help pages) and safari but the screen wouldn't share. No error thrown either. The screen would just sort of bounce after share code entered but nothing happened and agent never was able to see screen.
I was not able to find any useful trouble shooting options and know this person was using a personal computer at home that has no firewall or other issues. Cookies were enabled. Not sure if anyone knows of any security settings or troubleshooting we should do so we can ensure this works properly. Many of our callers will not be very tech savy so we want to make sure this feature will be able to be utilized by general public and is easy for our agents to direct even the simplest users to correct settings. Any advice is appreciated.
Thanks,
Julie
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Julie Green
Sentinel Benefits & Financial Group
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