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APPLY TODAY !!! Real-Time Digital Monitoring Beta

  • 1.  APPLY TODAY !!! Real-Time Digital Monitoring Beta

    Posted 07-07-2023 10:21

    We are excited to announce Real-Time Digital Monitoring !!!

    Imagine being able to see what your agents see, not after the fact, but in real-time !! That's exactly what our new feature enables.  You will be able to observe digital interactions* live, right as they happen. A few more details about this feature...

    • Monitor multiple interactions
    • Access insights of the customer profile & journey for additional context during a monitoring session
    • Multiple ways to start & stop a monitoring session

    We are eagerly working towards our target for a Real-Time Digital Monitoring beta in July 2023 - APPLY TODAY.  Following this we will review your invaluable feedback and make necessary improvements, with a GA release targeting between late Q3 & early Q4. >>Sneak Peek 1 / Sneak Peek 2 <<

    *However it's important to note that this feature excludes email interactions, focusing instead on the most dynamic digital mediums where real-time engagements brings the most value. Please stay tuned It's on our roadmap for next year !!!


    Nicholas Robinson
    Senior Product Manager
    Genesys - Employees

  • 2.  RE: APPLY TODAY !!! Real-Time Digital Monitoring Beta

    Posted 07-10-2023 15:47

    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. 


    Marcus Hanna
    Conduit Health Partners

  • 3.  RE: APPLY TODAY !!! Real-Time Digital Monitoring Beta