Genesys Cloud CX

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  • 1.  Live Monitor a chat / web messaging session

    Posted 08-10-2022 10:20
    Hi,

    I know we can view chat transcripts once the interaction is over, but is there a way for a user (a supervisor) to "live monitor" a chat (and / or bot) session that is on-going?

    If we go to the interaction while it is on-going it just says there isn't a transcript. I can't see another way to live monitor, like you can a call.

    If not perhaps I'll add it to the Ideas portal.

    Thank you.
    #ConversationalAI(Bots,AgentAssist,etc.)
    #DigitalChannels
    #Omni-ChannelDesktop/UserInterface
    #QualityManagement

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    James Dunn
    Pitney Bowes Inc.
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  • 2.  RE: Live Monitor a chat / web messaging session
    Best Answer

    Posted 08-10-2022 10:38
    This is in development and hopefully will be released by the end of the year.  I don't see a sprint started yet, bit that should be visible soon enough.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: Live Monitor a chat / web messaging session

    Posted 08-10-2022 10:42
    Ah, that's good news then. I'll let our team know.

    Thanks Robert.

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    James Dunn
    Pitney Bowes Inc.
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  • 4.  RE: Live Monitor a chat / web messaging session

    Posted 08-11-2022 07:22
    Is that for web messenger AND web chat?   Or just web messenger?   I think in the ideas lab it mentioned just Web messenger.

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    Kyle Horton
    SAGE GLOBAL SERVICES LIMITED
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  • 5.  RE: Live Monitor a chat / web messaging session

    NEW MEMBER
    Posted 25 days ago
    Hello Robert,

    Hope so you are doing well.

    I was trying to find the feature mentioned about in the genesys roadmap item, but was not able to find it. Can you please confirm if still this is in consideration or not.
    Roadmap Link : https://genesyscloud.ideas.aha.io/sections/7110235934121363282

    Regards
    P

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    Prasheel Twar
    Infosys Limited
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  • 6.  RE: Live Monitor a chat / web messaging session

    Posted 23 days ago
    Looks like this has been pushed out.  This idea is accepted: Monitoring for Digital Channels | Genesys Cloud Ideas Portal (aha.io), but now is looking like Q3 for start of work.

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