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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Original Message:
Sent: 08-05-2020 22:00
From: Roger Medina
Subject: Coaching/Barging
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
Original Message:
Sent: 08-04-2020 09:20
From: Nathan Smith
Subject: Coaching/Barging
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
Original Message:
Sent: 08-04-2020 08:50
From: Chris Bohlin
Subject: Coaching/Barging
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
Original Message:
Sent: 08-04-2020 08:44
From: Dan Fontaine
Subject: Coaching/Barging
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
Original Message:
Sent: 08-04-2020 04:38
From: Charaf Eddine Chemlal
Subject: Coaching/Barging
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
Original Message:
Sent: 08-03-2020 22:52
From: Roger Medina
Subject: Coaching/Barging
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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