Hi Angelica,
I would raise a case with care to investigate this. If you can provide example conversation IDs, they should be able to see what is causing the issue and if there is a disconnect scenario that could be handled better
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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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Original Message:
Sent: 07-29-2024 18:00
From: Angelica Howard
Subject: Live Monitoring Calls
The notification says An external participant or monitor participant is connected to the conversation.
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Angelica Howard
MidAmerican Energy Company
Original Message:
Sent: 07-29-2024 06:43
From: Samuel Jillard
Subject: Live Monitoring Calls
Hi Angelica,
It looks like you have attached an image, but it wont load for me. What is the notification the agent is getting?
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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
Original Message:
Sent: 07-26-2024 16:44
From: Angelica Howard
Subject: Live Monitoring Calls
We have had a couple reports of supervisors live monitoring calls with agents, and the agent gets a notification at the end when they try and end the call. It seems to only happen when the customer and agent hang up the call at the same time.
Has anyone else experienced this happening?
#Routing(ACD/IVR)
#SystemAdministration
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Angelica Howard
MidAmerican Energy Company
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