Genesys Cloud CX

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  • 1.  Chat/Email Monitoring and Takeover

    Posted 01-27-2022 13:33
    Hello,

    We're pretty new to Genesys Cloud and can't seem to find info related to Chat and Email.

    Are supervisors able to live monitor an agent handling a customer email or live chat? Additionally, is it possible for a supervisor to take over a chat or email from an agent?

    Thanks,
    #Unsure/Other

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    Joe Dale
    Stanley Steemer International, Inc.
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  • 2.  RE: Chat/Email Monitoring and Takeover

    Posted 01-27-2022 16:37
    This is on road map in the target column, so they will be working on it this year.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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