Genesys Cloud (formerly PureCloud)

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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

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    Roger Medina
    Trends and Technologies Inc
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  • 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,


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    Charaf Eddine Chemlal
    NTT France
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  • 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



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    Dan Fontaine
    Altivon
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  • 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

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    Chris Bohlin
    Product Manager - PureCloud
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  • 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.

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    Nathan Smith
    ConvergeOne, Inc.
    ndsmith@convergeone.com
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  • 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!

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    Chris Bohlin
    Product Manager - PureCloud
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  • 7.  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...

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    Roger Medina
    Trends and Technologies Inc
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  • 8.  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.

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