Genesys Cloud - Main

I have been requested by a Quality manager to understand how other Genesys customers handle side by side coaching. - not remote monitoring real time.   But the ability to sit and listen to and watch a screen interaciton with an agent real time.   (Think the old days with a headset splitter, but the headsets the agents use are usb now and most splitters do not work with those headsets).    The have tried using Teams for this, but they can only see one of the screens and our agents use multiple screens.

The question I've been asked is if we are missing something or if there's another way to handle it.  

#QualityManagement

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Kyle Horton
SAGE GLOBAL SERVICES LIMITED
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I'm anxious for a reply from PM Genesys to this question.

because today I guess that We can only Monitor and coach in-progress interactions (https://help.mypurecloud.com/articles/monitor-in-progress-voice-interactions/) and we have some ideas interesting for it: https://genesyscloud.ideas.aha.io/ideas/DIG-I-888 / https://genesyscloud.ideas.aha.io/ideas/WEM-I-768 but yet don't have date :(.

Att,

------------------------------
Breno Canyggia Ferreira Marreco
https://www.linkedin.com/in/brenocfm-40b62182/
------------------------------

Indeed, we are working on live screen monitoring (WEM-I-768) and will be a roadmap deliverable this year.

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

Original Message:
Sent: 01-12-2024 10:29
From: Breno Canyggia Ferreira Marreco
Subject: How to do side by side coaching in Genesys

I'm anxious for a reply from PM Genesys to this question.

because today I guess that We can only Monitor and coach in-progress interactions (https://help.mypurecloud.com/articles/monitor-in-progress-voice-interactions/) and we have some ideas interesting for it: https://genesyscloud.ideas.aha.io/ideas/DIG-I-888 / https://genesyscloud.ideas.aha.io/ideas/WEM-I-768 but yet don't have date :(.

Att,

------------------------------
Breno Canyggia Ferreira Marreco
https://www.linkedin.com/in/brenocfm-40b62182/
------------------------------

Daniel, 

Do you have an estimate for when this year? 

------------------------------
Anna Sensenig
Grand View Health
------------------------------

Original Message:
Sent: 01-15-2024 11:53
From: Daniel Ho
Subject: How to do side by side coaching in Genesys

Indeed, we are working on live screen monitoring (WEM-I-768) and will be a roadmap deliverable this year.

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


Original Message:
Sent: 01-12-2024 10:29
From: Breno Canyggia Ferreira Marreco
Subject: How to do side by side coaching in Genesys

I'm anxious for a reply from PM Genesys to this question.

because today I guess that We can only Monitor and coach in-progress interactions (https://help.mypurecloud.com/articles/monitor-in-progress-voice-interactions/) and we have some ideas interesting for it: https://genesyscloud.ideas.aha.io/ideas/DIG-I-888 / https://genesyscloud.ideas.aha.io/ideas/WEM-I-768 but yet don't have date :(.

Att,

------------------------------
Breno Canyggia Ferreira Marreco
https://www.linkedin.com/in/brenocfm-40b62182/

We are actively chartering on it.  Please follow the admin response of the Idea for the latest ETA guidance.

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

Original Message:
Sent: 01-30-2024 18:09
From: Anna Sensenig
Subject: How to do side by side coaching in Genesys

Daniel, 

Do you have an estimate for when this year? 

------------------------------
Anna Sensenig
Grand View Health
------------------------------


Original Message:
Sent: 01-15-2024 11:53
From: Daniel Ho
Subject: How to do side by side coaching in Genesys

Indeed, we are working on live screen monitoring (WEM-I-768) and will be a roadmap deliverable this year.

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


Original Message:
Sent: 01-12-2024 10:29
From: Breno Canyggia Ferreira Marreco
Subject: How to do side by side coaching in Genesys

I'm anxious for a reply from PM Genesys to this question.

because today I guess that We can only Monitor and coach in-progress interactions (https://help.mypurecloud.com/articles/monitor-in-progress-voice-interactions/) and we have some ideas interesting for it: https://genesyscloud.ideas.aha.io/ideas/DIG-I-888 / https://genesyscloud.ideas.aha.io/ideas/WEM-I-768 but yet don't have date :(.

Att,

------------------------------
Breno Canyggia Ferreira Marreco
https://www.linkedin.com/in/brenocfm-40b62182/

Hey Kylie, 

We have had success with plugging in two USB headsets and some small config to the windows sound settings. Depending on your setup:

1. Connect Both USB Headsets: First, ensure that both USB headsets are connected to your computer.

2. Set Default Playback Device:

   • Go to the "Sound" settings in the Control Panel or right-click the sound icon in the taskbar and select "Open Sound settings".
   • In the Playback tab, set one of the USB headsets as the default playback device. This is important as many applications will use the default device for output. (This would be the original headset used by the agent)

3. Use Stereo Mix:

   • Stay in the Sound settings and go to the Recording tab.
   • Right-click and enable "Show Disabled Devices" and "Show Disconnected Devices".
   • Find "Stereo Mix" and enable it (right-click and select "Enable" if it's not enabled).
   • Right-click on "Stereo Mix" and go to "Properties". Under the "Listen" tab, check the box that says "Listen to this device".
   • Then, in the dropdown menu below, select the second USB headset. This will route the audio to both headsets.
   • Click "Apply" and "OK".

Hope this helps :)

------------------------------
Lawrence Drayton
Prvidr Pty Ltd
------------------------------

Thanks for the suggestion!  My requestor along with their IT counterparts could not get this suggestion to work.  And unfortunately due to legal and risk requirements in this particular area, they cannot record screens,  so adding it to real time monitoring does not help, either.  They are a bit frustrated because they feel that they were assured during their migration to Genesys that this functionality was there.   Hopefully we will find a solution! 

------------------------------
Kyle Horton
SAGE GLOBAL SERVICES LIMITED
------------------------------

Original Message:
Sent: 01-13-2024 03:20
From: Lawrence Drayton
Subject: How to do side by side coaching in Genesys

Hey Kylie, 

We have had success with plugging in two USB headsets and some small config to the windows sound settings. Depending on your setup:

1. Connect Both USB Headsets: First, ensure that both USB headsets are connected to your computer.

2. Set Default Playback Device:

   • Go to the "Sound" settings in the Control Panel or right-click the sound icon in the taskbar and select "Open Sound settings".
   • In the Playback tab, set one of the USB headsets as the default playback device. This is important as many applications will use the default device for output. (This would be the original headset used by the agent)

3. Use Stereo Mix:

   • Stay in the Sound settings and go to the Recording tab.
   • Right-click and enable "Show Disabled Devices" and "Show Disconnected Devices".
   • Find "Stereo Mix" and enable it (right-click and select "Enable" if it's not enabled).
   • Right-click on "Stereo Mix" and go to "Properties". Under the "Listen" tab, check the box that says "Listen to this device".
   • Then, in the dropdown menu below, select the second USB headset. This will route the audio to both headsets.
   • Click "Apply" and "OK".

Hope this helps :)

------------------------------
Lawrence Drayton
Prvidr Pty Ltd
------------------------------

Take a look at this thread. There is mini app that you can load that will accomplish continuous listening to the same agent without needing to find the active interaction and start listening. https://community.genesys.com/digestviewer29/viewthread?MessageKey=e41991fc-035a-4d47-81a7-db83e2081842&CommunityKey=bab95e9c-6bbe-4a13-8ade-8ec0faf733d4&bm=e41991fc-035a-4d47-81a7-db83e2081842#bme41991fc-035a-4d47-81a7-db83e2081842

Reach out to Chris in the thread and he'll get you what you need. I have it active in our org and it does work and should help you. Just to be clear though it's just continuous listening of the same agent it's not screen sharing.

Hope this helps!

------------------------------
Steve Alix
EDCi
------------------------------

Original Message:
Sent: 01-17-2024 05:16
From: Kyle Horton
Subject: How to do side by side coaching in Genesys

Thanks for the suggestion!  My requestor along with their IT counterparts could not get this suggestion to work.  And unfortunately due to legal and risk requirements in this particular area, they cannot record screens,  so adding it to real time monitoring does not help, either.  They are a bit frustrated because they feel that they were assured during their migration to Genesys that this functionality was there.   Hopefully we will find a solution! 

------------------------------
Kyle Horton
SAGE GLOBAL SERVICES LIMITED
------------------------------


Original Message:
Sent: 01-13-2024 03:20
From: Lawrence Drayton
Subject: How to do side by side coaching in Genesys

Hey Kylie, 

We have had success with plugging in two USB headsets and some small config to the windows sound settings. Depending on your setup:

1. Connect Both USB Headsets: First, ensure that both USB headsets are connected to your computer.

2. Set Default Playback Device:

   • Go to the "Sound" settings in the Control Panel or right-click the sound icon in the taskbar and select "Open Sound settings".
   • In the Playback tab, set one of the USB headsets as the default playback device. This is important as many applications will use the default device for output. (This would be the original headset used by the agent)

3. Use Stereo Mix:

   • Stay in the Sound settings and go to the Recording tab.
   • Right-click and enable "Show Disabled Devices" and "Show Disconnected Devices".
   • Find "Stereo Mix" and enable it (right-click and select "Enable" if it's not enabled).
   • Right-click on "Stereo Mix" and go to "Properties". Under the "Listen" tab, check the box that says "Listen to this device".
   • Then, in the dropdown menu below, select the second USB headset. This will route the audio to both headsets.
   • Click "Apply" and "OK".

Hope this helps :)

------------------------------
Lawrence Drayton
Prvidr Pty Ltd

We handle this by going analog - instead of the normal USB headset the agent uses day to day we set the rep and supervisor up with headsets that use the standard 3.5mm audio jack, like the old Apple wired earbuds. Then we use a USB to 3.5mm adaptor and a Y cable for the headsets. The USB adaptor is what shows up on the computer as the 'headset' and then both headsets are live via the magic of analog Y cables. The sup has to make sure to mute their headset, since both mics will be hot.

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Brad Murlin
Zillow, Inc.
------------------------------

We have the same problem, and are a totally remote workforce. We have been using Google Meet, so they monitor and coach over Genesysy and screen monitor on Meet. It's limiting- they can only share one screen at a time, and Google and Gensys are constantly fighting for audio control. 

------------------------------
Anna Sensenig
Grand View Health
------------------------------