Genesys Cloud (formerly PureCloud)

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Chat Monitoring

  • 1.  Chat Monitoring

    Top 25 Contributor
    Posted 8 days ago

    Hello,

    As it is possible to monitor ongoing calls in Genesys, I was wondering if this feature is also available for chat.

    I have been trying to find out and found this Documentation:IW:Dep:MonitoringChatInteractions:8.5.1 - Genesys Documentation

    We do not use the desktop app. Would it still be possible to monitor chat without the desktop app like we can do for calls?

    Thank you.



    #Omni-ChannelDesktop/UserInterface
    #PlatformAdministration

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    Louis D.
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  • 2.  RE: Chat Monitoring

    GENESYS
    Posted 8 days ago
    You are referencing documentation for Genesys Engage, not Genesys Cloud. Can you verify which platform you are using for chat?

    With Genesys Cloud you cannot monitor Chat like you can a call.

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    George Ganahl GCP (Genesys Cloud), ICCE
    Principal Technology Consultant
    Genesys
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  • 3.  RE: Chat Monitoring

    Top 25 Contributor
    Posted 7 days ago
    Hi George,

    Thank you for your reply.

    We are using Genesys Cloud. Do we know if there is anything on the roadmap for this?

    Louis

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    Louis D.
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