Genesys Cloud CX - Beta HQ

Nicholas, I got excited and signed up for the beta and then found the post here with the sneak peaks.  We have been anxiously awaiting the ability to remotely monitor interactions real-time.  This is needed for training/precepting our agents since we are no longer all in the same building.  Will this "Real-Time Digital Monitoring" enhancement allow us to listen to and view the agent's screen(s) while they are on a voice interaction?  From the sneak peak, it's hard to tell. 

Thanks! 

Hi Nicholas,

 We applied for the Beta but haven't gotten any communication about it, can you give us an update?

Cheers,

 Jonathan

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Jonathan Jones
Questrade Inc
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Hi Nicholas,

 We applied for the Beta but haven't gotten any communication about it, can you give us an update?

Cheers,

 Jonathan

Hello Johnathan,

Any update on when the Beta will begin? I still haven't heard anything after registering.

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Neil Bernhart
California Regional Multiple Listing Service, Inc.
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Original Message:
Sent: 07-17-2023 13:26
From: Nicholas Robinson
Subject: APPLY TODAY !!! Real-Time Digital Monitoring Beta

Original Message:
Sent: 8/11/2023 6:38:00 PM
From: Neil Bernhart
Subject: RE: APPLY TODAY !!! Real-Time Digital Monitoring Beta

Hello Johnathan,

Any update on when the Beta will begin? I still haven't heard anything after registering.

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Neil Bernhart
California Regional Multiple Listing Service, Inc.
------------------------------


Original Message:
Sent: 07-17-2023 13:26
From: Nicholas Robinson
Subject: APPLY TODAY !!! Real-Time Digital Monitoring Beta

Original Message:
Sent: 7/17/2023 12:28:00 PM
From: Jonathan Jones
Subject: RE: APPLY TODAY !!! Real-Time Digital Monitoring Beta

Hi Nicholas,

 We applied for the Beta but haven't gotten any communication about it, can you give us an update?

Cheers,

 Jonathan

------------------------------
Jonathan Jones
Questrade Inc

Original Message:
Sent: 8/11/2023 6:38:00 PM
From: Neil Bernhart
Subject: RE: APPLY TODAY !!! Real-Time Digital Monitoring Beta

Hello Johnathan,

Any update on when the Beta will begin? I still haven't heard anything after registering.

------------------------------
Neil Bernhart
California Regional Multiple Listing Service, Inc.
------------------------------


Original Message:
Sent: 07-17-2023 13:26
From: Nicholas Robinson
Subject: APPLY TODAY !!! Real-Time Digital Monitoring Beta

Original Message:
Sent: 7/17/2023 12:28:00 PM
From: Jonathan Jones
Subject: RE: APPLY TODAY !!! Real-Time Digital Monitoring Beta

Hi Nicholas,

 We applied for the Beta but haven't gotten any communication about it, can you give us an update?

Cheers,

 Jonathan

------------------------------
Jonathan Jones
Questrade Inc

Hi Nicholas, how are you?

I registered some customers who are critical to do the beta tester, they really need this monitoring, they are charging me daily, but they didn't get a response, can you help me please?

Thanks

#BetaAnnouncement
#BetaUpdate
#NowRecruiting

#GenesysCloudCXBrasil

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Rita Henllembart, COPC®
Customer Success Manager (CSM) / Consulting Solutions Specialist
Coddera Software Ltda
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Original Message:
Sent: 08-12-2023 13:19
From: Nicholas Robinson
Subject: APPLY TODAY !!! Real-Time Digital Monitoring Beta

Original Message:
Sent: 8/11/2023 6:38:00 PM
From: Neil Bernhart
Subject: RE: APPLY TODAY !!! Real-Time Digital Monitoring Beta

Hello Johnathan,

Any update on when the Beta will begin? I still haven't heard anything after registering.

------------------------------
Neil Bernhart
California Regional Multiple Listing Service, Inc.
------------------------------


Original Message:
Sent: 07-17-2023 13:26
From: Nicholas Robinson
Subject: APPLY TODAY !!! Real-Time Digital Monitoring Beta

Feedback from the BETA from Questrade

• Overall is meets our immediate needs

Need to haves

• Ability to Whisper to Agents in the live interaction (and have it captured in the interaction) without notifying the customer. In Voice you have the ability to whisper to the agent in one ear if they are struggling or about to give poor information to a customer. 
• When live monitoring, it doesn't show the name of the agent, so if your monitoring multiple agents and multiple messages, it's very confusing to see them all come up as Guest and no agent information without opening them
• Ability to differentiate if an agent used a canned answer or a manually typed out answer. Ideally a canned answer would be a different background color (ideally a data tag) then we can coach them to use the canned response to improve their efficiency and standardize on messaging
• Name of customer, currently shows Guest for all interactions, it should be able to update to the customers name from CRM or when bot asks for their name

Nice To Haves

• Continues monitoring : Where once we monitor an agent, all the chats coming to them, starts opening up. This way if we have new agents that just started or agents that we have concerns it's easier to monitor their progress.
• Ability to see what the agent or customer is typing before they send it

One thing that has come up as a query is the ability to monitor a digital bot. I have created an idea https://genesyscloud.ideas.aha.io/ideas/DXVBOTS-I-117 for this as customers can be stuck in digital hell even if a bot is well tested. This may allow a future barge in or transfer a bot conversation to an agent or queue.

Feedback from the BETA from Questrade

• Overall is meets our immediate needs

Need to haves

• Ability to Whisper to Agents in the live interaction (and have it captured in the interaction) without notifying the customer. In Voice you have the ability to whisper to the agent in one ear if they are struggling or about to give poor information to a customer. 
• When live monitoring, it doesn't show the name of the agent, so if your monitoring multiple agents and multiple messages, it's very confusing to see them all come up as Guest and no agent information without opening them
• Ability to differentiate if an agent used a canned answer or a manually typed out answer. Ideally a canned answer would be a different background color (ideally a data tag) then we can coach them to use the canned response to improve their efficiency and standardize on messaging
• Name of customer, currently shows Guest for all interactions, it should be able to update to the customers name from CRM or when bot asks for their name

Nice To Haves

• Continues monitoring : Where once we monitor an agent, all the chats coming to them, starts opening up. This way if we have new agents that just started or agents that we have concerns it's easier to monitor their progress.
• Ability to see what the agent or customer is typing before they send it

Hi Nicholas, hope you are well. I have just requested access to beta for our internal org. Would really appreciate it if you could get this enabled asap as it is a core requirement for a strategic customer. Thanks again.

Will this support web chat interactions or only web messaging interactions?

@NicholasRobinson, Will this support web chat interactions or only web messaging interactions?

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Derek Cowan
Intel Corporation
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Hi,

@Nicholas Robinson still this Beta open to apply?

Regards,

SG

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Saugort Dario Garcia
Interacciones Inteligentes S.A.
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