Customer chats are completely separate from the chats accessed from the sidebar in the client (internal/personal chat). You can monitor customer chats through the standard QM recording/policies/evaluation settings. (You cannot "listen" to a live chat.)
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George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys
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Original Message:
Sent: 08-14-2019 09:07
From: Nathan Smith
Subject: Purecloud Chat
From a Compliance perspective, this could pose a challenge for financial services businesses that are required to remotely and proactively monitor their agent's communications, including customer chats. Opportunity for an enhancement?
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Nathan Smith
ConvergeOne
Original Message:
Sent: 08-13-2019 10:25
From: George Ganahl
Subject: Purecloud Chat
To expand on what Christoph said, the only way for an Admin to view personal chats is to change the user's password and log in as that user.
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George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys
Original Message:
Sent: 08-13-2019 10:16
From: Christoph Hadtstein
Subject: Purecloud Chat
Hi Oliver
The PureCloud Quality Policies allow you to record ACD Chat interactions only. Agent to Agent chats are saved but not searchable by a 3rd party that was not part of the chat.
Regards
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Christoph Hadtstein
Genesys - Employees
Original Message:
Sent: 08-13-2019 08:36
From: Oliver Herbert
Subject: Purecloud Chat
Hello, Can anyone help me with my question?
As an admin can you view others personal chats and chat history in purecloud?
Thank you
#Unsure/Other
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Oliver Herbert
Kognitiv
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