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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
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.