Genesys Cloud - Main

Hey.

Before we moved to Genesys, we would "buddy" new team members up with existing to listen / take calls. This would be done side by side and service observed from the new team members laptop using Avaya..Genesys doesn't seem to have the ability to be able to continually monitor just one agent, it seems you have to monitor each interaction individually?  Has anyone in the same boat found a solution to this? or does anyone know of any splitters for USB headsets that might work?

Thank you.

Hi Doug

You shouldn't need a splitter, as long as you have two free usb ports, just plug both headsets in. 

In the sound settings you do need to do a little bit of work enabling stereo mix etc, to get the sound to play through both devices.

Check these instructions here on the specifics on Windows PCs: https://answers.microsoft.com/en-us/windows/forum/all/how-to-connect-two-headphones-at-a-same-time-on/448c820a-f4d4-41c0-b452-523776ad4fc3

Thanks for your reply.

I will give this a go :)

Hi Doug,

I have seen it on a recent roadmap but listed as "Beyond" so might not be till late this year / some point in 2025. A long way off, but at least its listed! So will have to use the above work around for now, or use the "Monitor" function perhaps with side by side laptops depending on your setup.