Hey Pol,
Hopefully this will help.
You can actually monitor the call before the caller reaches an agent (by choosing an interaction in the list with no attached user)
To do this
we added the following permissions;
Converstion > Call > Add
Conversation > Call > Monitor
To find calls waiting in your queue
Navigate to Performance > Interactions
Click the filter icon and update the following items:
Direction = Inbound
Abandoned = No
Transferred = No
Blind Transferred = No
Consulted = No
Consult Transferred = No
Queue = (enter applicable queue name)
Ended = No
If anyone has a better solution, please share
------------------------------
Melissa Callender
Ontario Teacher's Pension Plan
------------------------------
Original Message:
Sent: 10-07-2019 15:27
From: Pol Buckingham
Subject: Agents Shadowing Live Calls
Seeing a couple of older posts on this subject with no real resolutions so I thought to ask again to see if anything has changed.
I need a way for people to listen in on live calls. The only way we have been able to do this is to set someone up with a purecloud user license with supervisor rights and then train them how to find calls and listen to them. Sort of a nightmare since you will always miss the first part of the interaction and the people that need this typically are brand new.
Has anybody out there ran across a solution using Genesys Purecloud or possibly using something outside of it?
#Unsure/Other
------------------------------
Pol Buckingham
f'real foods llc
------------------------------