Genesys Cloud (formerly PureCloud)

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Live Agent Monitoring - Audio Only??

  • 1.  Live Agent Monitoring - Audio Only??

    Posted 11-19-2020 13:00

    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


    #QualityManagement
    #Roadmap/NewFeatures

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    Thomas Jackson
    New Avon Company, a Delaware Corporation
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  • 2.  RE: Live Agent Monitoring - Audio Only??

    GENESYS
    Posted 11-19-2020 14:53
    Hi Thomas,
    I'm sorry to hear that you were not aware that Genesys Cloud does not currently provide live screen monitoring capability.  We do have several requests for it as you can imagine, and will continue to monitor input via the Ideas portal for future development consideration.  Please feel free to add your vote and any additional comments here - https://genesyscloud.ideas.aha.io/ideas/CLWFO-I-1
    Thank you!
    Lesley

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    Lesley Vereen
    Sr Product Manager - PureCloud
    Genesys
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  • 3.  RE: Live Agent Monitoring - Audio Only??

    Posted 11-19-2020 15:02
    Thank you.  I did add my vote.

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    Thomas Jackson
    New Avon Company, a Delaware Corporation
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  • 4.  RE: Live Agent Monitoring - Audio Only??

    Posted 11-19-2020 15:06
    Can I get some insight into what it takes in terms of "votes" to get a feature like this added?

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    Thomas Jackson
    New Avon Company, a Delaware Corporation
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  • 5.  RE: Live Agent Monitoring - Audio Only??

    Top 25 Contributor
    Posted 12-17-2020 14:02

    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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    Vaun McCarthy
    NTT New Zealand Limited
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