Thanks to everyone for adding comments around this feature. I have recently joined the PureCloud Product Team and have Monitor/Coach/Barge as a project I am currently gathering requirements for.
While we support monitoring now, I understand the desire for a constant connection to an agent so as to avoid needing to reconnect each time the agent starts a new call. Additionally, we'd like to be able to provide coach and barge functionality to round out the offering.
My initial reaction is that this functionality should be delivered at the agent level versus the interaction level and it sounds like you all agree. We are considering introducing this functionality in the presence bubble to the left of the agent's name on the Agent-Performance dashboard.
I'd love to get your feedback on this and any other needs you might have in relation to these features.
Thanks,
Chris
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Chris Bohlin
Genesys - Employees
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Original Message:
Sent: 04-02-2019 08:56
From: Dean Thames
Subject: Live Monitoring Agents
Hi All,
Is there a way to live monitor agents in PureCloud without having to watch for then click on the interaction?
Most of my customers are moving from Avaya CM environments and are very accustomed to the service observe feature for live monitoring. It's not very flashy, but it does allow a supervisor to initiate a monitor and then go on to other tasks and listen to conversations as they come up. So they don't really have to pay attention to what the agent is doing, whether or not they're on a call... they just hear it.
Anyone else running into this or come up with a workaround?
Thanks
Dean.
#PlatformAdministration
#QualityManagement
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Dean Thames
Koch Business Solutions
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