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  • 1.  Live monitoring voice - Is it possible also view screens

    Posted 11-27-2023 22:52
    No replies, thread closed.

    Hi All, 

    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.


    #QualityManagement
    #Telephony

    ------------------------------
    Richard Pillera
    Quality Team Leader
    Synergy (Electricity, Generation and Retail Corporation)
    ------------------------------


  • 2.  RE: Live monitoring voice - Is it possible also view screens

    Posted 11-28-2023 01:30
    No replies, thread closed.

    HI Richard, not yet but take a look at this idea:

    https://genesyscloud.ideas.aha.io/ideas/WEM-I-768



    ------------------------------
    Vaun McCarthy
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  • 3.  RE: Live monitoring voice - Is it possible also view screens

    Posted 11-29-2023 01:06
    No replies, thread closed.

    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.



    ------------------------------
    Richard Pillera
    Quality Team Leader
    Synergy (Electricity, Generation and Retail Corporation)
    ------------------------------

    Original Message


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