Workforce Engagement Management

Is there a way a supervisor can continuously listen to in-progress voice interaction by an agent, or do they have to select the individual interaction each time?

Thanks, Heather

#Interaction/ScreenRecording
#Learning/Coaching
#Monitoring/Adherence
#Workforce Engagement Management
#Performance Management

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Heather Henderson
Sabio Ltd
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Hi Heather,

There is an idea here. https://genesyscloud.ideas.aha.io/ideas/DIG-I-888

Chris Bohlin has a copy of some sample code to run in a web server when you can select a queue and then a user and everyctime they are on a call it will initiate silent monitoring and call you.

You should be able to email and get a copy.

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Richard Chandler
Connect
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Thanks lots - this is really helpful!

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Heather Henderson
Sabio Ltd
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Original Message:
Sent: 01-16-2024 02:32
From: Richard Chandler
Subject: Listening to in-progress interactions continuously.

Hi Heather,

There is an idea here. https://genesyscloud.ideas.aha.io/ideas/DIG-I-888

Chris Bohlin has a copy of some sample code to run in a web server when you can select a queue and then a user and everyctime they are on a call it will initiate silent monitoring and call you.

You should be able to email and get a copy.

------------------------------
Richard Chandler
Connect
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