Sorry may just be in how I'm reading this Nicholas.
There is another idea out there that would allow a supervisor to view in real-time the agent's screen whether they're on a call or other media type. So like screen recording but would be viewable "live".
So in essence I'm trying to pick up how "monitoring" would work in the context of this release. If a supervisor can coach in real time an agent on an email or messaging interaction, by either viewing that screen in real-time, viewing the live and in progress transcript for messaging, or by them being able to go "somewhere" and view the draft an agent is about to click send on - those are what I'm trying to identify.
I'll patiently wait until we're closer to release or Beta but I will say including email in this is probably going to come up :)
Thanks again for your quick responses Nicholas.
Original Message:
Sent: 06-02-2023 18:28
From: Nicholas Robinson
Subject: COMING SOON !!! Real-Time Digital Monitoring Beta
I'm not sure if I follow .."Will that allow monitoring though during a live monitoring/coaching session?" Just so I'm clear are you asking will the user be able to monitor ...for example an active web message, or SMS and an email at the same time? If so, I will need to include this as a requirement aand research the best method of execution
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Nicholas Robinson
Senior Product Manager
Genesys - Employees
Original Message:
Sent: 06-02-2023 18:17
From: Vaun McCarthy
Subject: COMING SOON !!! Real-Time Digital Monitoring Beta
Thanks Nicholas, yes both of those are of huge interest to us, and keen to get details on that email response approval phase asap as we've had to build a bespoke solution for doing this currently which isn't ideal :) Will that allow monitoring though during a live monitoring/coaching session?
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Vaun McCarthy
Original Message:
Sent: 06-02-2023 17:54
From: Nicholas Robinson
Subject: COMING SOON !!! Real-Time Digital Monitoring Beta
So we are researching a 2 phase approach.. Phase 1 Preview the email while it's in queue before it is assigned to the agent. Then Phase 2 Email Response Approval which is believe more inline of what you're looking for? If so ...this is on the roadmap for next year as well
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Nicholas Robinson
Senior Product Manager
Genesys - Employees
Original Message:
Sent: 06-02-2023 17:44
From: Vaun McCarthy
Subject: COMING SOON !!! Real-Time Digital Monitoring Beta
When you say "preview" that sounds like separate functionality as opposed to monitoring or viewing agent drafts. Can you please confirm?
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Vaun McCarthy
Original Message:
Sent: 06-02-2023 17:40
From: Nicholas Robinson
Subject: COMING SOON !!! Real-Time Digital Monitoring Beta
We are currently working on Email Queue Preview has been targeted for Q1/Q2 of 2024
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Nicholas Robinson
Senior Product Manager
Genesys - Employees
Original Message:
Sent: 06-02-2023 17:36
From: Vaun McCarthy
Subject: COMING SOON !!! Real-Time Digital Monitoring Beta
Hi @Nicholas Robinson that's unfortunate that email isn't included as that is actually our critical and main use case for this functionality. Is it being considered for future release at all? You'll probably find the exclusion of email is going to be a negative point for a number of people.
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Vaun McCarthy
Original Message:
Sent: 06-02-2023 17:26
From: Gustavo Peraza
Subject: COMING SOON !!! Real-Time Digital Monitoring Beta
Yoohoo, great news!!!
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Gustavo Peraza
Genesys - Employees
Original Message:
Sent: 06-02-2023 16:26
From: Nicholas Robinson
Subject: COMING SOON !!! Real-Time Digital Monitoring Beta
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. 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 we are working on it !!!
#Roadmap/NewFeatures
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Nicholas Robinson
Senior Product Manager
Genesys - Employees
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