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Following our go live of Genesys Cloud, we are finding that when you live monitor an agent interaction, you only hear the audio and do not see the screens the agent is using on the call. It never occurred to me or my team that this would be deficiency as we are not new to Quality having used Verint prior to Genesys and so this capability never entered our mind as not possible. Can anyone confirm with me that yes, Genesys Cloud does NOT support and if so, does anyone know if this is in the roadmap of a future release or at least being discussed?Thank you
That's a tough one Thomas. I've seen ideas with nearly 200 votes get declined, and others sitting for 2+ years collecting votes slowly but still going nowhere.
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