Genesys Cloud - Main

I'm sure this is common in other call center environments and wanted to see if I could get some recommendations from others out there to see how they're handling this.

As we onboard new agents to the team, we want to be able to have them shadow active agents to get a feel for what calls are like (and eventually reverse shadow as well).

Currently, we're using desk phones (Polycom VVX 400) with wireless headsets (Jabra Pro 920) in our call center. We may drop the desk phones and use only the PureCloud web/desktop app with wireless headsets (such as the Jabra Evolve series).

I see the PureCloud includes a monitoring option built into the system but this seems more for a manager or administrator than a new agent.

As we'd like to put in best practices, how are other organizations performing shadowing for new agents? Do you make use of features within PureCloud? Are external resources/devices used? Thanks!

Hi Travis,
Every Contact Centre I've ever worked in, we always adopted side-by-side shadowing. This get's a lot more out of the trained adviser as the new person can easily ask questions after the interaction and see how to use the systems proper.
I've been involved in trying remote listening, but the new adviser just doesn't get enough out of that.

Other things I've done during training is to have a recording (screen as well as interaction) of some of the best and worst calls. Recordings of 'what to do' and 'what not to do' ​. That works well too.

The process I've seen work the best is:

1. Classroom training
   • Logging into the system
   • Scripted sessions of using the systems
   • Mock calls
2. Side-by-side shadowing (listening to trained adviser)
3. Side-by-side shadowing (trained adviser listening to new adviser)
4. New adviser left alone
   • Monitored closely and given continual feedback from Manager, QM, or Trainer

Hope that helps some,


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Craig Stevenson
QPC UK
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Original Message:
Sent: 10-03-2018 15:05
From: Travis Tubbs
Subject: Shadowing (Monitoring) Agents' Live Calls for Training

I'm sure this is common in other call center environments and wanted to see if I could get some recommendations from others out there to see how they're handling this.

As we onboard new agents to the team, we want to be able to have them shadow active agents to get a feel for what calls are like (and eventually reverse shadow as well).

Currently, we're using desk phones (Polycom VVX 400) with wireless headsets (Jabra Pro 920) in our call center. We may drop the desk phones and use only the PureCloud web/desktop app with wireless headsets (such as the Jabra Evolve series).

I see the PureCloud includes a monitoring option built into the system but this seems more for a manager or administrator than a new agent.

As we'd like to put in best practices, how are other organizations performing shadowing for new agents? Do you make use of features within PureCloud? Are external resources/devices used? Thanks!