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We've just rolled out Genesys CX in our contact centres and I'm learning my way around the system. Is there any way that we can live monitor screens while live monitoring a voice call? The live monitor and coaching feature has been good, however our old system allowed screen visibility as well so I'm wondering if Genesys is capable of this and we just need to adjust visibility settings on supervisor profiles? If this can't be done, I'd be keen to understand if anyone has been using an alternative method.
HI Richard, not yet but take a look at this idea:
Thanks very much for getting in touch Varun. Our internal security has blocked me from access the link or installing the Okta app. Thank you anyway. I'm think to try using Microsoft teams to screen share for coaching and that might help coaches to get started.
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