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  • 1.  Live Monitoring Calls

    Posted 07-26-2024 16:44
    No replies, thread closed.

    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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  • 2.  RE: Live Monitoring Calls

    Posted 07-29-2024 06:43
    No replies, thread closed.

    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
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  • 3.  RE: Live Monitoring Calls

    Posted 07-29-2024 18:01
    No replies, thread closed.

    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


  • 4.  RE: Live Monitoring Calls
    Best Answer

    Posted 07-30-2024 06:24
    No replies, thread closed.

    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



    ------------------------------
    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------

    Original Message


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