Genesys Cloud (formerly PureCloud)

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Monitor Live Web Chats?

  • 1.  Monitor Live Web Chats?

    Posted 03-28-2018 10:13
    Does anyone know how/if a supervisor can monitor a webchat in progress, like they can listen in to a call?

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    Benjamin Winter
    Mortenson Family Dental
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  • 2.  RE: Monitor Live Web Chats?

    Posted 04-02-2018 16:19
    not possible to monitor live chats/emails, only live monitoring available is for voice calls.

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    DS Park
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  • 3.  RE: Monitor Live Web Chats?

    Posted 04-03-2018 22:14
    You'll need to check permissions for the user/supervisor. under roles and permission see Conversation Call > Monitor is assigned.

    Then in the interaction you should be able to see a 'monitor icon'. you can run reports too on this.

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    Savi Prabhu
    Water NSW
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  • 4.  RE: Monitor Live Web Chats?

    Top 25 Contributor
    Posted 9 days ago
    Do we know if this is still only available for calls only?

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    Louis D.
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  • 5.  RE: Monitor Live Web Chats?

    GENESYS
    Posted 8 days ago
    Not available for Chat.

    Vote for the idea: https://genesyscloud.ideas.aha.io/ideas/CLINB-I-675

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