Genesys Cloud - Main

Hi all! I'm looking to see if there is a way for a user to be able to have the performance dashboard open in a new window so that they may view it as well as work on calls at the same time.

A little background: we only utilize the desktop app due to the screen recording functionality, and we have a need for users to be able to do work within Genesys while also monitoring the dash to see if a call is waiting in a queue. This way if the queue gets long, they can hop off of their regular work and assist with the calls. However, from what i can see, there's no way to have the dashboard pop out and have open on their second monitor while still working on other things within Genesys. Is there any work around to get this to work? We do have monitors on our watch floor with dashboards pulled up- however, there is a need for certain individuals to have their own- I'm also aware that if they were to use the web app, they wouldn't be able to have 2 instances open due to it conflicting/erroring when calls come through. 

Thanks for any guidance!
#ArchitectureandDesign
#Integrations
#PlatformAdministration
#SystemAdministration

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Dawn Weston
AvalonBay Communities, Inc.
------------------------------

I pop out the browser tabs all the time with a Dashboard on one screen and my Genesys Client in another.   Also, you can use different browsers.  We have not seen any conflict with the browser-based clients - only when you have multiple embedded framework clients open at the same time - like Salesforce and the Chrome widget.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
https://www.Avtex.com
https://RobertWC.Blogspot.com
------------------------------

So we currently have everyone using the desktop application due to the screen recording functionality. I don't see a way of how i can have say the dashboard on one monitor and the other monitor be working in genesys answering calls and such- which is what im looking to try. 

As for the web based version, how are you popping out the dash? is there a button im missing or are you just opening two instances of genesys and putting the dash on one instance and other work on the other?

------------------------------
Dawn Weston
AvalonBay Communities, Inc.
------------------------------

Original Message:
Sent: 10-12-2022 13:29
From: Robert Wakefield-Carl
Subject: Is there a way to "pop out" the performance dashboard?

I pop out the browser tabs all the time with a Dashboard on one screen and my Genesys Client in another.   Also, you can use different browsers.  We have not seen any conflict with the browser-based clients - only when you have multiple embedded framework clients open at the same time - like Salesforce and the Chrome widget.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
https://www.Avtex.com
https://RobertWC.Blogspot.com
------------------------------

Hello Dawn,

Robert's response is indeed sound. I just wanted to share my setup as it might apply to yours since you mentioned the use of the desktop app.

I set my browser privacy settings to always ask microphone permissions by default, so every time there's an application that tries to access it like Genesys Cloud it will always prompt me. Genesys Cloud should still work if you do not allow mic use, the effect however is that the ability to call on the browser gets disabled entirely - Phone/Call icon goes red. You can have a session on the desktop app and have confidence that even if you have another session open in a browser all call activity will just be on the app.

Performance Dashboards have a button on the upper right-hand corner to go full screen. This should "pop it up" when your browser is in your second monitor.

------------------------------
Nico Feliciano
Genesys - Employees
------------------------------

ah ok- I appreciate the input. Unfortunately, we have the browser app disabled for all of our agents- so they don't even have the ability to pull it up in a browser. This is purposeful as we need them to utilize the desktop app only bc we need to be able to view screen recordings of their calls. I was looking more towards if there was some sort of pop out feature like the chat window has within the app- as the agents are the ones that want to view their dashboard as well as conduct calls at the same time.

------------------------------
Dawn Weston
AvalonBay Communities, Inc.
------------------------------

Original Message:
Sent: 10-13-2022 06:20
From: Nico Feliciano
Subject: Is there a way to "pop out" the performance dashboard?

Hello Dawn,

Robert's response is indeed sound. I just wanted to share my setup as it might apply to yours since you mentioned the use of the desktop app.

I set my browser privacy settings to always ask microphone permissions by default, so every time there's an application that tries to access it like Genesys Cloud it will always prompt me. Genesys Cloud should still work if you do not allow mic use, the effect however is that the ability to call on the browser gets disabled entirely - Phone/Call icon goes red. You can have a session on the desktop app and have confidence that even if you have another session open in a browser all call activity will just be on the app.

Performance Dashboards have a button on the upper right-hand corner to go full screen. This should "pop it up" when your browser is in your second monitor.

------------------------------
Nico Feliciano
Genesys - Employees
------------------------------

Sign up for the beta on the screen recording in the browser.  Genesys has been working on it for a couple of years now and it is just about ready.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
https://www.Avtex.com
https://RobertWC.Blogspot.com
------------------------------

Original Message:
Sent: 10-13-2022 09:34
From: Dawn Weston
Subject: Is there a way to "pop out" the performance dashboard?

ah ok- I appreciate the input. Unfortunately, we have the browser app disabled for all of our agents- so they don't even have the ability to pull it up in a browser. This is purposeful as we need them to utilize the desktop app only bc we need to be able to view screen recordings of their calls. I was looking more towards if there was some sort of pop out feature like the chat window has within the app- as the agents are the ones that want to view their dashboard as well as conduct calls at the same time.

------------------------------
Dawn Weston
AvalonBay Communities, Inc.
------------------------------


Original Message:
Sent: 10-13-2022 06:20
From: Nico Feliciano
Subject: Is there a way to "pop out" the performance dashboard?

Hello Dawn,

Robert's response is indeed sound. I just wanted to share my setup as it might apply to yours since you mentioned the use of the desktop app.

I set my browser privacy settings to always ask microphone permissions by default, so every time there's an application that tries to access it like Genesys Cloud it will always prompt me. Genesys Cloud should still work if you do not allow mic use, the effect however is that the ability to call on the browser gets disabled entirely - Phone/Call icon goes red. You can have a session on the desktop app and have confidence that even if you have another session open in a browser all call activity will just be on the app.

Performance Dashboards have a button on the upper right-hand corner to go full screen. This should "pop it up" when your browser is in your second monitor.

------------------------------
Nico Feliciano
Genesys - Employees

Hi Robert,
From the beta blurb:
"In addition to Genesys Cloud in web browser, GCBA also supports screen recording when running with any of the Genesys Cloud embedded clients running in Chrome, whether it be third-party systems (Genesys Cloud for Salesforce, Genesys Cloud for Zendesk, Genesys Cloud for Microsoft Teams), browser extension in Chrome (Genesys Cloud for Chrome), or your very own client integration leveraging Genesys Cloud Embeddable Framework."

Does this also apply to Avtex OneView users (assuming we have the Background Assistant installed)? I assume it does but wanted to double-check; it would be a huge problem solver for us.

------------------------------
James Dunn
Pitney Bowes Inc.
------------------------------

Original Message:
Sent: 10-13-2022 10:04
From: Robert Wakefield-Carl
Subject: Is there a way to "pop out" the performance dashboard?

Sign up for the beta on the screen recording in the browser.  Genesys has been working on it for a couple of years now and it is just about ready.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
https://www.Avtex.com
https://RobertWC.Blogspot.com
------------------------------


Original Message:
Sent: 10-13-2022 09:34
From: Dawn Weston
Subject: Is there a way to "pop out" the performance dashboard?

ah ok- I appreciate the input. Unfortunately, we have the browser app disabled for all of our agents- so they don't even have the ability to pull it up in a browser. This is purposeful as we need them to utilize the desktop app only bc we need to be able to view screen recordings of their calls. I was looking more towards if there was some sort of pop out feature like the chat window has within the app- as the agents are the ones that want to view their dashboard as well as conduct calls at the same time.

------------------------------
Dawn Weston
AvalonBay Communities, Inc.


Original Message:
Sent: 10-13-2022 06:20
From: Nico Feliciano
Subject: Is there a way to "pop out" the performance dashboard?

Hello Dawn,

Robert's response is indeed sound. I just wanted to share my setup as it might apply to yours since you mentioned the use of the desktop app.

I set my browser privacy settings to always ask microphone permissions by default, so every time there's an application that tries to access it like Genesys Cloud it will always prompt me. Genesys Cloud should still work if you do not allow mic use, the effect however is that the ability to call on the browser gets disabled entirely - Phone/Call icon goes red. You can have a session on the desktop app and have confidence that even if you have another session open in a browser all call activity will just be on the app.

Performance Dashboards have a button on the upper right-hand corner to go full screen. This should "pop it up" when your browser is in your second monitor.

------------------------------
Nico Feliciano
Genesys - Employees

OneView works in conjunction with the Embedded Framework, so will support this and other updates to the Framework as it comes out.  OneView sits on top of the Framework to provide the single-pane of glass feel and the interaction with Salesforce Flow.  @Ashley Timbrook can provide more information about where OneView is heading.  ​

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
https://www.Avtex.com
https://RobertWC.Blogspot.com
------------------------------

Original Message:
Sent: 10-13-2022 10:16
From: James Dunn
Subject: Is there a way to "pop out" the performance dashboard?

Hi Robert,
From the beta blurb:
"In addition to Genesys Cloud in web browser, GCBA also supports screen recording when running with any of the Genesys Cloud embedded clients running in Chrome, whether it be third-party systems (Genesys Cloud for Salesforce, Genesys Cloud for Zendesk, Genesys Cloud for Microsoft Teams), browser extension in Chrome (Genesys Cloud for Chrome), or your very own client integration leveraging Genesys Cloud Embeddable Framework."

Does this also apply to Avtex OneView users (assuming we have the Background Assistant installed)? I assume it does but wanted to double-check; it would be a huge problem solver for us.

------------------------------
James Dunn
Pitney Bowes Inc.
------------------------------


Original Message:
Sent: 10-13-2022 10:04
From: Robert Wakefield-Carl
Subject: Is there a way to "pop out" the performance dashboard?

Sign up for the beta on the screen recording in the browser.  Genesys has been working on it for a couple of years now and it is just about ready.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
https://www.Avtex.com
https://RobertWC.Blogspot.com


Original Message:
Sent: 10-13-2022 09:34
From: Dawn Weston
Subject: Is there a way to "pop out" the performance dashboard?

ah ok- I appreciate the input. Unfortunately, we have the browser app disabled for all of our agents- so they don't even have the ability to pull it up in a browser. This is purposeful as we need them to utilize the desktop app only bc we need to be able to view screen recordings of their calls. I was looking more towards if there was some sort of pop out feature like the chat window has within the app- as the agents are the ones that want to view their dashboard as well as conduct calls at the same time.

------------------------------
Dawn Weston
AvalonBay Communities, Inc.


Original Message:
Sent: 10-13-2022 06:20
From: Nico Feliciano
Subject: Is there a way to "pop out" the performance dashboard?

Hello Dawn,

Robert's response is indeed sound. I just wanted to share my setup as it might apply to yours since you mentioned the use of the desktop app.

I set my browser privacy settings to always ask microphone permissions by default, so every time there's an application that tries to access it like Genesys Cloud it will always prompt me. Genesys Cloud should still work if you do not allow mic use, the effect however is that the ability to call on the browser gets disabled entirely - Phone/Call icon goes red. You can have a session on the desktop app and have confidence that even if you have another session open in a browser all call activity will just be on the app.

Performance Dashboards have a button on the upper right-hand corner to go full screen. This should "pop it up" when your browser is in your second monitor.

------------------------------
Nico Feliciano
Genesys - Employees

i just don't see a way where if we went to utilizing the browser, once screen recording was fully functional, that calls would come through properly. Whether you have two different browsers open or two different tabs- how would the app know which browser/tab to send the calls through?

And if we utilized the app and the desktop version at the same time, disabling mic on browser so that could be the dashboard screen, would the system know to send the calls through the desktop version? i just see too many possibilities for errors here- when a pop out capability could be added for the dashboard much like the 'chat pop out.'

------------------------------
Dawn Weston
AvalonBay Communities, Inc.
------------------------------

Original Message:
Sent: 10-13-2022 10:04
From: Robert Wakefield-Carl
Subject: Is there a way to "pop out" the performance dashboard?

Sign up for the beta on the screen recording in the browser.  Genesys has been working on it for a couple of years now and it is just about ready.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
https://www.Avtex.com
https://RobertWC.Blogspot.com
------------------------------


Original Message:
Sent: 10-13-2022 09:34
From: Dawn Weston
Subject: Is there a way to "pop out" the performance dashboard?

ah ok- I appreciate the input. Unfortunately, we have the browser app disabled for all of our agents- so they don't even have the ability to pull it up in a browser. This is purposeful as we need them to utilize the desktop app only bc we need to be able to view screen recordings of their calls. I was looking more towards if there was some sort of pop out feature like the chat window has within the app- as the agents are the ones that want to view their dashboard as well as conduct calls at the same time.

------------------------------
Dawn Weston
AvalonBay Communities, Inc.


Original Message:
Sent: 10-13-2022 06:20
From: Nico Feliciano
Subject: Is there a way to "pop out" the performance dashboard?

Hello Dawn,

Robert's response is indeed sound. I just wanted to share my setup as it might apply to yours since you mentioned the use of the desktop app.

I set my browser privacy settings to always ask microphone permissions by default, so every time there's an application that tries to access it like Genesys Cloud it will always prompt me. Genesys Cloud should still work if you do not allow mic use, the effect however is that the ability to call on the browser gets disabled entirely - Phone/Call icon goes red. You can have a session on the desktop app and have confidence that even if you have another session open in a browser all call activity will just be on the app.

Performance Dashboards have a button on the upper right-hand corner to go full screen. This should "pop it up" when your browser is in your second monitor.

------------------------------
Nico Feliciano
Genesys - Employees

Just so everyone knows the official stance...Genesys does not support having multiple browser tabs open, or desktop and browser sessions running at the same time for the same user (even though it works...kinda...mostly):

https://help.mypurecloud.com/faqs/why-do-multiple-concurrent-logins-cause-problems/

It is mainly due to the way it handles sessions, but also can cause other odd behavior. 

------------------------------
George Ganahl GCP (Genesys Cloud), ICCE
Principal PS Consultant
Genesys
------------------------------

Original Message:
Sent: 10-13-2022 10:59
From: Dawn Weston
Subject: Is there a way to "pop out" the performance dashboard?

i just don't see a way where if we went to utilizing the browser, once screen recording was fully functional, that calls would come through properly. Whether you have two different browsers open or two different tabs- how would the app know which browser/tab to send the calls through?

And if we utilized the app and the desktop version at the same time, disabling mic on browser so that could be the dashboard screen, would the system know to send the calls through the desktop version? i just see too many possibilities for errors here- when a pop out capability could be added for the dashboard much like the 'chat pop out.'

------------------------------
Dawn Weston
AvalonBay Communities, Inc.
------------------------------


Original Message:
Sent: 10-13-2022 10:04
From: Robert Wakefield-Carl
Subject: Is there a way to "pop out" the performance dashboard?

Sign up for the beta on the screen recording in the browser.  Genesys has been working on it for a couple of years now and it is just about ready.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
https://www.Avtex.com
https://RobertWC.Blogspot.com


Original Message:
Sent: 10-13-2022 09:34
From: Dawn Weston
Subject: Is there a way to "pop out" the performance dashboard?

ah ok- I appreciate the input. Unfortunately, we have the browser app disabled for all of our agents- so they don't even have the ability to pull it up in a browser. This is purposeful as we need them to utilize the desktop app only bc we need to be able to view screen recordings of their calls. I was looking more towards if there was some sort of pop out feature like the chat window has within the app- as the agents are the ones that want to view their dashboard as well as conduct calls at the same time.

------------------------------
Dawn Weston
AvalonBay Communities, Inc.


Original Message:
Sent: 10-13-2022 06:20
From: Nico Feliciano
Subject: Is there a way to "pop out" the performance dashboard?

Hello Dawn,

Robert's response is indeed sound. I just wanted to share my setup as it might apply to yours since you mentioned the use of the desktop app.

I set my browser privacy settings to always ask microphone permissions by default, so every time there's an application that tries to access it like Genesys Cloud it will always prompt me. Genesys Cloud should still work if you do not allow mic use, the effect however is that the ability to call on the browser gets disabled entirely - Phone/Call icon goes red. You can have a session on the desktop app and have confidence that even if you have another session open in a browser all call activity will just be on the app.

Performance Dashboards have a button on the upper right-hand corner to go full screen. This should "pop it up" when your browser is in your second monitor.

------------------------------
Nico Feliciano
Genesys - Employees