Genesys Cloud - Main

 View Only
Discussion Thread View
Expand all | Collapse all

Coaching/Barging

  • 1.  Coaching/Barging

    Posted 08-03-2020 22:53
    Just would like to know if Genesys Cloud already support coaching/barging feature. Use case is the supervisor can talk to an agent without the customer hearing the conversation.
    #Roadmap/NewFeatures

    ------------------------------
    Roger Medina
    Trends and Technologies Inc
    ------------------------------


  • 2.  RE: Coaching/Barging

    Posted 08-04-2020 04:38
    Hi Roger,

    When monitoring a live call, you cannot monitor and particpate in a call at the same time
    https://help.mypurecloud.com/articles/monitor-in-progress-interactions/

    Regards,


    ------------------------------
    Charaf Eddine Chemlal
    NTT France
    ------------------------------



  • 3.  RE: Coaching/Barging

    Posted 08-04-2020 08:45

    This functionality will be likely be available this year or early next year.

    From the July '20 Genesys Cloud Product Roadmap:

    Coaching:  Voice

    Provide supervisors and administrators the ability to 'whisper' to agents while they speak with customers.  The supervisor cannot be heard by the customer.

    https://purecloud.ideas.aha.io/ideas/PCV-I-50



    ------------------------------
    Dan Fontaine
    Altivon
    ------------------------------



  • 4.  RE: Coaching/Barging

    GENESYS
    Posted 08-04-2020 08:51
    Just wanted to confirm Dan's last post.  We are actively working on coaching right now with the aim to deliver it later this quarter.  We will follow-up with Barge-in after that (hopefully Q4) and then add 'persistent audio' (so that supervisors can follow a single agent from interaction to interaction rather than have to re-connect after each call ends.)

    Feel free to reach out to me directly with questions!

    Thanks,
    Chris

    ------------------------------
    Chris Bohlin
    Product Manager - PureCloud
    ------------------------------



  • 5.  RE: Coaching/Barging

    Posted 08-04-2020 09:21
    One thing I recommend is to use the monitor feature, then chat with the agent in Genesys during the call to coach them to success.  It is far less intrusive and allows the agent better control of the call.  Then if you require the agent to bring you in on the call OR they elect to have you join, do a conference call.

    ------------------------------
    Nathan Smith
    ConvergeOne, Inc.
    ndsmith@convergeone.com
    ------------------------------



  • 6.  RE: Coaching/Barging

    GENESYS
    Posted 08-04-2020 09:32
    Nathan's suggestion is an excellent one and something I certainly agree with.  With that said - we know that monitor/coach/barge are really standard/core contact centers services - so we plan to deliver them as soon as we can as we know customers have been waiting for these for quite some time now!

    ------------------------------
    Chris Bohlin
    Product Manager - PureCloud
    ------------------------------



  • 7.  RE: Coaching/Barging

    Posted 05-28-2021 09:09
    Chris, what is the status of this case? We really, really need this. We had transitioned from using CaaS to Genesys Cloud, and yet again, a certain piece of functionality that we used daily was taken away from us.

    ------------------------------
    Bill Berzins
    Tennessee 811 d.b.a. Tennessee One Call
    ------------------------------



  • 8.  RE: Coaching/Barging

    Posted 08-05-2020 22:00
    Excellent suggestion...thank you...one way of convincing the client and agree as the agent will have better control of the call...

    ------------------------------
    Roger Medina
    Trends and Technologies Inc
    ------------------------------



  • 9.  RE: Coaching/Barging

    GENESYS
    Posted 08-05-2020 22:05
    Just another tip...you cannot create a conference call directly from a queue call. The agent has to initiate a Consult Transfer to the supervisor, then add the customer to the Consult. The agent can disconnect the supervisor side when done with the supervisor's involvement and just go back to being 1-1 with the customer to wrap up, rather than completing the transfer.

    ------------------------------
    George Ganahl GCP (Genesys Cloud), ICCE
    Principal Technology Consultant
    Genesys
    ------------------------------



  • 10.  RE: Coaching/Barging

    Posted 08-26-2021 09:31
    Hey Chris - Similar to the rest of the thread here - where do these features sit? Are they in beta or can we get early access? They're critical and sounds like they were expected to be delivered a few quarters back. Thanks, 

    Ian Levinsky
    VP Strategy
    EverQuote, Inc.

    ------------------------------
    Kwan Lee
    EverQuote
    ------------------------------



  • 11.  RE: Coaching/Barging

    Posted 12-08-2021 15:41
    Hey Chris, 

    I've seen the release for coaching. Was wondering if there was any more of a update for the 'persistent audio release' please. 

    Thanks

    ------------------------------
    Nitin Jadva
    Utility Warehouse Limited
    ------------------------------



  • 12.  RE: Coaching/Barging

    GENESYS
    Posted 12-09-2021 08:55
    Hi Nitin - thanks for reaching out.  Yes, I'm happy to say that we GA'd voice:coaching functionality to GA yesterday.  Our plan right now is to finish up barge-in next at which point we'll look at the persistent audio.  I do not have a clear timeframe on the latter right now unfortunately.

    ------------------------------
    Chris Bohlin
    Product Manager - PureCloud
    ------------------------------



  • 13.  RE: Coaching/Barging

    Posted 07-12-2023 12:30

    Hello,

    Any update on this? I see monitoring and coaching as available but are barge-in (can talk to both agent and caller) and the persistent audio available at this time?

    Thank you,

    Gina



    ------------------------------
    Gina Foran
    Henry Ford Health
    ------------------------------



  • 14.  RE: Coaching/Barging

    Posted 07-12-2023 12:34

    This is in Beta at the moment. Head over to the Beta forums, or take a look at this...

    HTH



    ------------------------------
    Paul Simpson
    Eventus Solutions Group
    ------------------------------



  • 15.  RE: Coaching/Barging

    Posted 07-12-2023 12:44

    Thank you! What about the "persistent audio' (so that supervisors can follow a single agent from interaction to interaction rather than have to re-connect after each call ends.)? Is that in beta as well?



    ------------------------------
    Gina Foran
    Henry Ford Health
    ------------------------------



  • 16.  RE: Coaching/Barging

    GENESYS
    Posted 07-12-2023 12:46
    Edited by Matt Lawson 07-12-2023 12:46

    Hey @Gina Foran ,

    A previous episode of the Q&A Show gives a barge-in update: https://youtu.be/MOBFRCl0Z6M

    Here is a link with information on the Barge-in Beta.

    Cheers,

    Matt



    ------------------------------
    Matt Lawson
    Genesys - Employees
    Online Community Manager
    ------------------------------



Need Help finding something?

Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources