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  • 1.  Continuous Agent Listening

    Posted 10-23-2023 08:02
    No replies, thread closed.

    Hello
    I would like to know if you know how to listen to a telephone agent continuously, without having to do it by interaction?

    That is, being able to listen to all the interactions that a given agent has without having to go from interaction to interaction.

    Thank you


    #PlatformAdministration
    #SystemAdministration

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    Juan Carlos Fernandez
    Grupo Admiral España
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  • 2.  RE: Continuous Agent Listening

    Posted 10-24-2023 01:40
    No replies, thread closed.

    As far as I know this is currently not possible with the GUI. 
    You can either wait a day and listen to all recordings from the day before (With a filter for that specific agent.) or you will need to use a splitter / Dual headset.
    You could look into a Dual headset via bluetooth. (Multipoint) so they won't need to sit directly next to each other.

    Only way this might be possible is with API calls. But that would cost you quite a bit of time to make.

    But yeah I agree this is something that would have a place in Genesys Cloud, so you can properly train agents.



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    Andrew Lagarde
    KPN B.V.
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    Original Message


  • 3.  RE: Continuous Agent Listening

    Posted 10-24-2023 11:00
    No replies, thread closed.

    If you are referring to live monitoring, there's the Idea of continuous monitoring which you can vote on: https://genesyscloud.ideas.aha.io/ideas/DIG-I-888



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    Daniel Ho
    Product Line Manager – Recording and Quality Management, Genesys Cloud
    Workforce Engagement Management (WEM)
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    Original Message


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