Just wondering if Genesys has put any further thought into adding live monitor of screens as well as voice? If not, does anyone have any input as to why this feature or lack thereof is no longer as important as it used to be? My operations team is beating down my door on this one as a significant gap. Please advise if you have any opinions.
Thanks
Tom
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Thomas Jackson
New Avon Company, a Delaware Corporation
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Original Message:
Sent: 12-17-2020 14:01
From: Vaun McCarthy
Subject: Live Agent Monitoring - Audio Only??
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
Original Message:
Sent: 11-19-2020 15:05
From: Thomas Jackson
Subject: Live Agent Monitoring - Audio Only??
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
Original Message:
Sent: 11-19-2020 14:52
From: Lesley Vereen
Subject: Live Agent Monitoring - Audio Only??
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
Original Message:
Sent: 11-19-2020 13:00
From: Thomas Jackson
Subject: Live Agent Monitoring - Audio Only??
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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