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  • 1.  No script appears in Web Messaging monitoring.

    Posted 17 days ago

    The script does not appear when an agent receives a web message and a supervisor is monitoring it.  
    What could be the possible cause?
    For comparison, I have attached one screenshot each of the agent screen during web messaging and the supervisor screen during monitoring (a total of two screenshots).  
    Both are screenshots of the Genesys Cloud Agent Workspace.  
    I would like to make it possible to display the script icon in the red-framed area of the supervisor screen (02_Supervisor_Monitoring_ScriptNotVisible.png) as well.


    #ArchitectandDesign
    #DigitalChannels
    #Omni-ChannelDesktop/UserInterface

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    mizuki toyoshima
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  • 2.  RE: No script appears in Web Messaging monitoring.

    Posted 16 days ago

    Olá @mizuki toyoshima, saudações do Brasil!

    Em interações de texto (Web Messaging), o Genesys Cloud não exibe o script para o supervisor durante o monitoramento. O script é carregado apenas no Agent Workspace e não faz parte do contexto do monitoramento digital. Esse comportamento é esperado e não está relacionado a permissões ou configuração. Atualmente não há forma nativa de exibir o script no monitoramento de Web Messaging. Também passo pelo mesmo problema, onde não consigo acompanhar o script, somente o atendimento.



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    Fernando Sotto dos Santos
    Consultor Grupo Casas Bahia
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    Original Message


  • 3.  RE: No script appears in Web Messaging monitoring.

    Posted 16 days ago

    That monitoring is only for the actual interaction like call monitoring is just the voice side of the interaction.  Genesys will release full screen monitoring in 2026 to allow you to see telge entire desktop live 



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


  • 4.  RE: No script appears in Web Messaging monitoring.
    Best Answer

    Posted 16 days ago

    Hello Mizuki,

    Unfortunately that is not visible during the monitoring session. I would recommend suggesting that as an Idea in the Product Ideas Lab.

    To Access the Product Ideas Lab and add your idea:

    1. Sign in to the Genesys Knowledge Network.
    2. On the Product Ideas Lab section, click Browse and Submit Ideas.
    3. From the Product Ideas Lab, click Add a Product Idea.

    You can also view and vote for existing ideas.

     



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    Jason Kleitz
    Online Community Manager/Moderator
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    Original Message


  • 5.  RE: No script appears in Web Messaging monitoring.

    Posted 16 days ago
    Edited by mizuki toyoshima 15 days ago
    Hello Jason
    Thank you for contacting us.
    I understand that script display from the supervisor's perspective in web messaging monitoring cannot be used.
    Has this feature existed before?
     
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    Mizuki Toyoshima
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    mizuki toyoshima
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    Original Message


  • 6.  RE: No script appears in Web Messaging monitoring.

    Posted 2 days ago

    Hello Mizuki,

    Supervisors have never had the ability to see web messaging scripts while monitoring agents. The scripts are only loaded in the Agent Workspace.



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    Jason Kleitz
    Online Community Manager/Moderator
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    Original Message


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