We have a new associate that we would like to have listen in on calls where the agent is assisting a client or have the trainer listen when the agent is on a call. Can you please tell me what the best way is to accomplish this using Genesys Cloud? 

In the past we used desk phones and used a splitter.

#Telephony

#HeadsetSelectionSetting

#PureCloudContactCenterTraining

#Contactcenteragents

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Elyse Gritsonis
Business Analyst
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Hi Elyse,

You can use the 'monitor' and 'coach' features in Genesys for this. With the following permissions:

• Conversation > Call > Monitor
• Conversation > Call > Add
• Conversation > Call > Coach

Supervisors or agents can listen in and coach live interactions.

To monitor a live call:

1. Go to the Performance tab.
2. Select Interactions.
3. Choose the interaction to monitor.
4. Under Internal, select Monitor next to the agent's name.
5. Accept the ringing interaction.

Follow the same steps to stop monitoring.

For more details, check this page: Monitor in-progress voice interactions

Hope this helps!

We have a new associate that we would like to have listen in on calls where the agent is assisting a client or have the trainer listen when the agent is on a call. Can you please tell me what the best way is to accomplish this using Genesys Cloud? 

In the past we used desk phones and used a splitter.

#Telephony

#HeadsetSelectionSetting

#PureCloudContactCenterTraining

#Contactcenteragents

------------------------------
Elyse Gritsonis
Business Analyst
------------------------------