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  • 1.  Call Monitoring

    Posted 04-03-2025 14:24
    No replies, thread closed.

     Still new to the Genesys cloud platform, trying to call monitoring functionality to work without being in Supervisor Role.  We have a custom role defined with just call monitoring with a communicate license.  When this role is assigned to the end user the Bino's do not appear.  if however, I apply supervisor rights it work correctly, we need call monitoring for the training of new staff without all the supervisor rights.

    Thanks


    #ConversationalAI(Bots,AgentAssist,etc.)
    #Implementation
    #Reporting/Analytics
    #SystemAdministration

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    Mike Mullins
    IT ADMIN
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  • 2.  RE: Call Monitoring

    Posted 04-03-2025 14:28
    No replies, thread closed.

    Hello Mike,

    I would recommend making sure that the user is assigned these permissions.

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


    ------------------------------
    Jason Kleitz
    Online Community Manager/Moderator
    ------------------------------



  • 3.  RE: Call Monitoring

    Posted 04-03-2025 14:40
    No replies, thread closed.

    Add those additional role permission still same issue after logging in from scratch.

     

    Michael E. Mullins, MISA

    Specialist-IS Sr

     

     

     

    Indiana Poison Center

    IU Health Methodist Hospital

    1701 N. Senate Boulevard, Room B402

    Indianapolis, Indiana 46202

    317-962-2329 office/317-962-2337 fax 317-694-7100 Cellphone

    mmullins6@iuhealth.org

    Compassionate. Highly Skilled. Personalized. Visit iuhealth.org

     

     




    Original Message


  • 4.  RE: Call Monitoring
    Best Answer

    Posted 04-04-2025 11:28
    No replies, thread closed.

    Mike - I created a role named Trainee with the following permissions in addition to the User, employee, pure insights real time role I assign my trainee role with these permissions



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    Rial Coleman
    Sr. VoIP Administrator
    District of Columbia Water and Sewer Authority
    ------------------------------

    Original Message


  • 5.  RE: Call Monitoring

    Posted 04-04-2025 13:46
    No replies, thread closed.

    Thanks, Rail that worked just like I needed.

     

    Michael E. Mullins, MISA

    Specialist-IS Sr

     

     

     

    Indiana Poison Center

    IU Health Methodist Hospital

    1701 N. Senate Boulevard, Room B402

    Indianapolis, Indiana 46202

    317-962-2329 office/317-962-2337 fax 317-694-7100 Cellphone

    mmullins6@iuhealth.org

    Compassionate. Highly Skilled. Personalized. Visit iuhealth.org

     

     




    Original Message


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