Genesys Cloud - Main

 View Only


Discussion Thread View
  • 1.  call monitoring failed

    Posted 28 days ago

    Hello all,

    I've given one of our customers access to monitor the system externally.
    I've given the permissions indicated on the research centre Monitor and coach in-progress voice interactions - Genesys Cloud Resource Center (mypurecloud.com) except for the coach as he doesn't need that but every time the customer tries to monitor he gets the following error message:

    Do you have any idea what this is about?
    I can't find any trace on the audit viewer

    here are the permissions granted to the account :

    analytics:conversationAggregate:view    
    analytics:conversationDetail:view    
    analytics:queueObservation:view    
    analytics:tabConfigurations:delete    
    analytics:tabConfigurations:edit    
    analytics:tabConfigurations:view    
    analytics:viewConfigurations:edit    
    analytics:viewConfigurations:view    
    conversation:call:accept    
    conversation:call:add    
    conversation:call:monitor    
    conversation:communication:blindTransfer    
    conversation:communication:consultTransfer    
    conversation:communication:view    
    directory:user:view    
    integration:unifiedCommunications:view    
    limits:organization:view    
    mobile:collaborate:view    
    mobile:communicate:view    
    presence:presenceDefinition:view    
    pushnotification:registration:view    
    recording:annotation:add    
    recording:annotation:view    
    recording:recording:access    
    recording:recording:view    
    recording:recordingSegment:view    
    reporting:interactions:view    
    routing:queue:search    
    routing:queue:view    
    routing:utilization:view    
    routing:wrapupCode:view    
    speechAndTextAnalytics:data:view    
    ui:agentQueueActivity:view    
    ui:supervisorQueueDetails:view


    #PlatformAdministration
    #QualityManagement
    #Reporting/Analytics
    #Routing(ACD/IVR)
    #Telephony

    ------------------------------
    Rihab BEN MALEK
    Teleperformance France SA
    ------------------------------


  • 2.  RE: call monitoring failed
    Best Answer

    GENESYS
    Posted 25 days ago

    It might be best to contact Genesys Care to help troubleshoot, if you don't get a community response here.



    ------------------------------
    Director, Product Management – Recording and Real-time Supervision
    Workforce Engagement Management (WEM)
    ------------------------------



  • 3.  RE: call monitoring failed

    Posted 24 days ago

    Hi Rihab

    What type of phone have you provisioned for these users that are trying to monitor?



    ------------------------------
    Vaun McCarthy
    ------------------------------



  • 4.  RE: call monitoring failed

    Posted 24 days ago

    Hello,

    I have provisioned WebRtc phone for all users.



    ------------------------------
    Rihab BEN MALEK
    Teleperformance France SA
    ------------------------------



  • 5.  RE: call monitoring failed

    Posted 24 days ago

    Can those same monitoring supervisors make a call or call each other internally?



    ------------------------------
    Vaun McCarthy
    ------------------------------



  • 6.  RE: call monitoring failed

    Posted 24 days ago

    Hello,

    No,  those same monitoring supervisors can't  call each other internally.



    ------------------------------
    Rihab BEN MALEK
    Teleperformance France SA
    ------------------------------



Need Help finding something?

Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources