Genesys Cloud (formerly PureCloud)

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Chat Monitoring

  • 1.  Chat Monitoring

    Posted 07-28-2020 10:11


    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.


    Louis D.

  • 2.  RE: Chat Monitoring

    Posted 07-29-2020 02:43
    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.

    George Ganahl GCP (Genesys Cloud), ICCE
    Principal Technology Consultant

  • 3.  RE: Chat Monitoring

    Posted 07-29-2020 08:02
    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 D.

  • 4.  RE: Chat Monitoring

    Posted 10-05-2020 13:50
    It is on the roadmap but no commitment on timing yet. There was a proof of concept JS/HTML code published a couple of months ago that you could implement on your own. It is bare bones, but does work. Contact your Genesys rep and ask to get the code.

    Marty Hand
    National Domestic Violence Hotline