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.  

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,

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.  

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

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,

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.  

Daniel, 

Do you have an estimate for when this year? 

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

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,

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.  

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.  

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 :)

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.  

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! 

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 :)

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.  

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.  

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.