Genesys Cloud CX

Discussion Thread View
  • 1.  Call monitoring

    NEW MEMBER
    Posted 10-11-2021 18:58
    Hello,

    I have two questions related to supervisory monitoring for quality of service.

    1. Is there a way to monitor live call without the team member being aware? 
    2. Is there a way to take over the call, while in progress, from another team member?
    Thanks!
    #QualityManagement

    ------------------------------
    Alex Tadda
    State of Alaska
    ------------------------------