Genesys Cloud - Developer Community!

 View Only

Sign Up

  • 1.  Monitoring a live call creates a conversation record

    Posted 9 days ago

    Hi all, I'm running into the following issue: 

    • Open a browser tab and login to my system with the Genesys embeddable framework enabled
    • Login to Genesys
    • Open a new browser tab and open the Genesys workspace
    • Make a call to another user and have the user answer the call
    • Find the interaction in the Analytics Workspace
    • In the live interaction, click on the "internal" dropdown in the top left of the screen and then click on "Monitor"
    • Accept the call as a monitor

    Expected: the user in the Analytics Workspace can monitor the call and no other action is taken

    Actual: the user in the Analytics Workspace can monitor the call, but this triggers the "accept call" event in my system, so the user acting as the monitor has a screen-pop in my system.

    It looks like Genesys is updating the interaction record. Is there a way to tell what type of update this is? I.e. this is a "monitor" event it is not an inbound call. 


    #EmbeddableFramework

    ------------------------------
    Carlos Martelo
    Senior Director, Product Management - Vault Medical
    ------------------------------


  • 2.  RE: Monitoring a live call creates a conversation record

    Posted 8 days ago

    Hi Carlos,

    When you monitor a conversation a "calll" is place to you to answer the monitor. If you view thee conversation timeline you should see a monitor session for the time spent monitoring.



    ------------------------------
    Richard Chandler
    Connect
    ------------------------------



  • 3.  RE: Monitoring a live call creates a conversation record

    Posted 8 days ago

    Yes, but the embeddable framework treats this as a call. Meaning that my system thinks there is an new inbound call or a call transfer. I'd like to filter out the "monitor/barge-in/coach" type of sessions from doing screen-pops.



    ------------------------------
    Carlos Martelo
    VP, Product Management - Vault Medical
    ------------------------------

    Original Message


  • 4.  RE: Monitoring a live call creates a conversation record

    Posted 8 days ago

    Hello Carlos, 

    When Genesys Cloud updates an interaction, each participant includes a purpose property that identifies their role in the conversation.

    In your scenario, when a supervisor starts monitoring a call, you should be able to inspect the participant's purpose to determine whether the participant is acting as a monitor rather than as the primary agent handling the interaction. This distinction can help you avoid treating the event as a standard inbound call acceptance and prevent the unwanted screen pop in your application.

    I recommend examining the conversation notification or webhook payload to see how the participant is represented during a monitor session. If the purpose value differs from that of the primary agent, you can use it to conditionally ignore or handle the event differently.

    I hope this helps!



    ------------------------------
    Camila Meneghini
    ------------------------------



Related Content