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  • 1.  Monitor live digital interactions

    Posted 03-05-2024 16:33
    Edited by Emma Lilley 03-05-2024 16:49
    No replies, thread closed.

    Hey team,

    *Editing to say I missed in the link that it is available for web messaging, messaging and SS only, y'all can ignore my question as I've answered it myself:)

    Probably a very silly question but no matter what I try I cannot monitor an in progress email but everything I can find online indicates it should work.

    Does anyone have any thoughts on this? Has anyone else managed to get this working? I have every single permission available in Genesys assigned to me too so it's not that:)

    Monitor in-progress digital interactions - Genesys Cloud Resource Center

    Genesys Cloud Resource Center remove preview
    Monitor in-progress digital interactions - Genesys Cloud Resource Center
    You can monitor in-progress digital interactions. Monitoring allows you to inspect an... [More]
    View this on Genesys Cloud Resource Center >


    #DigitalChannels
    #QualityManagement

    ------------------------------
    Emma Lilley
    Black Box Technologies New Zealand Limited
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  • 2.  RE: Monitor live digital interactions
    Best Answer

    Posted 03-15-2024 23:36
    No replies, thread closed.

    I assume you checked permissions that are listed here: Monitor in-progress digital interactions - Genesys Cloud Resource Center (mypurecloud.com)

    I would also try to monitor from the Interactions View or the Queue Detail view.  



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


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