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  • 1.  Live Coaching Question

    Posted 03-10-2023 15:26
    No replies, thread closed.

    When selecting the coaching option on a live interaction, can the supervisor view the agents desktop during the interaction?


    #Unsure/Other

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    Nicki Dehn
    AAA Club Alliance
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  • 2.  RE: Live Coaching Question

    Posted 03-11-2023 19:53
    No replies, thread closed.

    No.  This is high on the Genesys Cloud CX "wish list", but nothing really defined or started.  Currently, Verint has a good solution for this and it works with Genesys Cloud.  Otherwise, look around for a 3rd-party app or vote up the idea:  Live screen monitor agent desktop | Genesys Cloud Ideas Portal (aha.io)



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