Genesys Cloud (formerly PureCloud)

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Live Agent Monitoring - Audio Only??

  • 1.  Live Agent Monitoring - Audio Only??

    Top 25 Contributor
    Posted 9 days ago

    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 9 days ago
    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??

    Top 25 Contributor
    Posted 9 days ago
    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??

    Top 25 Contributor
    Posted 9 days ago
    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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