Genesys Cloud (formerly PureCloud)

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Chat Monitoring

  • 1.  Chat Monitoring

    Posted 07-28-2020 10:11

    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 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.

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

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    Louis D.
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  • 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.

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    Marty Hand
    National Domestic Violence Hotline
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