Thanks for reaching out Shannon.
Are you after visibility of the employee experience as they handle interactions? If so the best place to do this might be with Screen Recording - where you can view recorded audio/interaction handling as well as the employee desktop as they traverse this customer.
If you are after the employee experience in the 'off queue' world (around agent activity) you can view how to do this here: https://help.mypurecloud.com/articles/supervisor-activity-overview/
Cheers
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Cameron Smith
VP, Product Management - Workforce Engagement Management
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Original Message:
Sent: 10-03-2022 10:42
From: Shannon Hellner
Subject: Mirror agent view
Hello! I am new to my role and using Genesys. My team of administrators would like to mirror the agent view to better be able to understand their experience/create training material. Does anyone know how to give permissions or what needs to happen to have an administrator flipped to an agent view?
#Genesys Cloud CX
#WorkforceManagement
#Scheduling
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Shannon Hellner
Paycor, Inc.
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