Genesys Cloud - Main

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
------------------------------

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
------------------------------

Hi Melissa,

Interesting!  I did not know that was possible.  Thanks so much for the quick reply!

I was looking for a way to sit someone next to another agent and basically listen in on all the calls they would make/take.  I do appreciate the solution however.  This may be what we end up having to do.  

If I remember, the old Genesys platform had a way to just stick with an agent through all the calls (we used that quite often).  It's very interesting that this newer platform doesn't have that function.

------------------------------
Pol Buckingham
f'real foods llc
------------------------------

Original Message:
Sent: 10-07-2019 15:50
From: Melissa Callender
Subject: Agents Shadowing Live Calls

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
------------------------------

we use a splitter headset in order to be able to do this, as shown in the attached and at the following page;

https://www.amazon.co.uk/Project-Telecom-Splitter-Training-Headset/dp/B07K27MMMX/ref=sr_1_1?keywords=usb+splitter+training+bundle&qid=1568116565&s=gateway&sr=8-1

------------------------------
Gordon Thomson
Actavo
------------------------------

Original Message:
Sent: 10-07-2019 16:03
From: Pol Buckingham
Subject: Agents Shadowing Live Calls

Hi Melissa,

Interesting!  I did not know that was possible.  Thanks so much for the quick reply!

I was looking for a way to sit someone next to another agent and basically listen in on all the calls they would make/take.  I do appreciate the solution however.  This may be what we end up having to do.

If I remember, the old Genesys platform had a way to just stick with an agent through all the calls (we used that quite often).  It's very interesting that this newer platform doesn't have that function.

------------------------------
Pol Buckingham
f'real foods llc
------------------------------


Original Message:
Sent: 10-07-2019 15:50
From: Melissa Callender
Subject: Agents Shadowing Live Calls

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

Thanks so much.  We are looking at purchasing a few of these!

------------------------------
Pol Buckingham
f'real foods llc
------------------------------

Original Message:
Sent: 10-16-2019 08:24
From: Gordon Thomson
Subject: Agents Shadowing Live Calls

we use a splitter headset in order to be able to do this, as shown in the attached and at the following page;

https://www.amazon.co.uk/Project-Telecom-Splitter-Training-Headset/dp/B07K27MMMX/ref=sr_1_1?keywords=usb+splitter+training+bundle&qid=1568116565&s=gateway&sr=8-1

------------------------------
Gordon Thomson
Actavo
------------------------------


Original Message:
Sent: 10-07-2019 16:03
From: Pol Buckingham
Subject: Agents Shadowing Live Calls

Hi Melissa,

Interesting!  I did not know that was possible.  Thanks so much for the quick reply!

I was looking for a way to sit someone next to another agent and basically listen in on all the calls they would make/take.  I do appreciate the solution however.  This may be what we end up having to do.

If I remember, the old Genesys platform had a way to just stick with an agent through all the calls (we used that quite often).  It's very interesting that this newer platform doesn't have that function.

------------------------------
Pol Buckingham
f'real foods llc


Original Message:
Sent: 10-07-2019 15:50
From: Melissa Callender
Subject: Agents Shadowing Live Calls

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

you're welcome - hope it helps!

------------------------------
Gordon Thomson
Actavo
------------------------------

Original Message:
Sent: 10-17-2019 09:31
From: Pol Buckingham
Subject: Agents Shadowing Live Calls

Thanks so much.  We are looking at purchasing a few of these!

------------------------------
Pol Buckingham
f'real foods llc
------------------------------


Original Message:
Sent: 10-16-2019 08:24
From: Gordon Thomson
Subject: Agents Shadowing Live Calls

we use a splitter headset in order to be able to do this, as shown in the attached and at the following page;

https://www.amazon.co.uk/Project-Telecom-Splitter-Training-Headset/dp/B07K27MMMX/ref=sr_1_1?keywords=usb+splitter+training+bundle&qid=1568116565&s=gateway&sr=8-1

------------------------------
Gordon Thomson
Actavo


Original Message:
Sent: 10-07-2019 16:03
From: Pol Buckingham
Subject: Agents Shadowing Live Calls

Hi Melissa,

Interesting!  I did not know that was possible.  Thanks so much for the quick reply!

I was looking for a way to sit someone next to another agent and basically listen in on all the calls they would make/take.  I do appreciate the solution however.  This may be what we end up having to do.

If I remember, the old Genesys platform had a way to just stick with an agent through all the calls (we used that quite often).  It's very interesting that this newer platform doesn't have that function.

------------------------------
Pol Buckingham
f'real foods llc


Original Message:
Sent: 10-07-2019 15:50
From: Melissa Callender
Subject: Agents Shadowing Live Calls

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