Workforce Engagement Management

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  • 1.  Mirror agent view

    Posted 10-03-2022 10:42
    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?
    #GenesysCloudCX
    #WorkforceManagement
    #Scheduling

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    Shannon Hellner
    Paycor, Inc.
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  • 2.  RE: Mirror agent view

    GENESYS
    Posted 10-03-2022 12:07

    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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  • 3.  RE: Mirror agent view

    Posted 10-05-2022 11:51
    Thanks for replying. I was looking more for the user experience to do things like view schedule and request PTO. I think I found it however in workspace-myschedule. It just took some digging to get there!

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    Shannon Hellner
    Paycor, Inc.
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