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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Original Message:
Sent: 07-28-2020 10:10
From: Louis D'Ambrosio
Subject: Chat Monitoring
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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