Genesys Cloud - Main

I have looked through some of the the current topics, but unable to find an answer. Is there a way to allow new agents to sit with a seasoned agent and listen to all of their calls throughout the day?

Currently, the agent has to find each call that the seasoned agent takes in interactions and click monitor. Can we tether these agents together to that the new agent can listen to all calls? 

We are using USB Jabra headsets so we are unable to use a splitter.
#Unsure/Other

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nicholas Argeson
Bethlehem Shared Services LLC.
------------------------------

HI Nicholas -
We have a customer who is doing this with a USB to Stereo Jack splitter that they have sourced.
I'll check on the Make / Model they are using.
Cheers,
Mal.

------------------------------
Thanks and regards,
Malcolm Green
Nexon Asia Pacific Pty. Ltd.
malcolm.green@nexon.com.au
------------------------------

Original Message:
Sent: 06-07-2022 15:50
From: nicholas Argeson
Subject: Side by side shadowing

I have looked through some of the the current topics, but unable to find an answer. Is there a way to allow new agents to sit with a seasoned agent and listen to all of their calls throughout the day?

Currently, the agent has to find each call that the seasoned agent takes in interactions and click monitor. Can we tether these agents together to that the new agent can listen to all calls?

We are using USB Jabra headsets so we are unable to use a splitter.
#Unsure/Other

------------------------------
nicholas Argeson
Bethlehem Shared Services LLC.
------------------------------

There is an idea related to continuous monitoring of calls. An example web page is also available which I have tested which allows a user to select a queue then an agent and be called every time that agent answers or places a call.

https://genesyscloud.ideas.aha.io/ideas/DIG-I-888 ​

To get the example please see the details in the idea.

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

Original Message:
Sent: 06-07-2022 15:50
From: nicholas Argeson
Subject: Side by side shadowing

I have looked through some of the the current topics, but unable to find an answer. Is there a way to allow new agents to sit with a seasoned agent and listen to all of their calls throughout the day?

Currently, the agent has to find each call that the seasoned agent takes in interactions and click monitor. Can we tether these agents together to that the new agent can listen to all calls?

We are using USB Jabra headsets so we are unable to use a splitter.
#Unsure/Other

------------------------------
nicholas Argeson
Bethlehem Shared Services LLC.
------------------------------

Hi Nicholas (Are you in Bethlehem, PA? I'm from Nazareth, PA!)-
I train agents and found the best solution is to have aux jack headphones/earbuds for both agents and purchase an aux splitter.  I found cheap ones on Amazon.  Then the trainer agent will have to set up a new audio profile for the splitter.  Keep in mind, both agents' mics will be on during interactions.  
https://www.amazon.com/dp/B07Y65SPZR/ref=cm_sw_em_r_mt_dp_E1915AWXST7SXFKJHECZ?_encoding=UTF8&psc=1

Sadly, I could not find a good USB solution for this.  I'm coming from the Avaya hardware world, so it's hard to find like-for-like solutions with GC.

------------------------------
Lisa Calandra
Messer LLC
------------------------------

Original Message:
Sent: 06-07-2022 15:50
From: nicholas Argeson
Subject: Side by side shadowing

I have looked through some of the the current topics, but unable to find an answer. Is there a way to allow new agents to sit with a seasoned agent and listen to all of their calls throughout the day?

Currently, the agent has to find each call that the seasoned agent takes in interactions and click monitor. Can we tether these agents together to that the new agent can listen to all calls?

We are using USB Jabra headsets so we are unable to use a splitter.
#Unsure/Other

------------------------------
nicholas Argeson
Bethlehem Shared Services LLC.
------------------------------

Yes, we are in Bethlehem, PA. Small world.

Thank you. I think we are going to try using a splitter and 3.5mm headsets, but it doesnt resolve the remote agents issue. 

I have also reached out to Chris in the ideas portal. THank you Richard.

------------------------------
nicholas Argeson
Bethlehem Shared Services LLC.
------------------------------

Original Message:
Sent: 06-09-2022 09:14
From: Lisa Calandra
Subject: Side by side shadowing

Hi Nicholas (Are you in Bethlehem, PA? I'm from Nazareth, PA!)-
I train agents and found the best solution is to have aux jack headphones/earbuds for both agents and purchase an aux splitter.  I found cheap ones on Amazon.  Then the trainer agent will have to set up a new audio profile for the splitter.  Keep in mind, both agents' mics will be on during interactions.
https://www.amazon.com/dp/B07Y65SPZR/ref=cm_sw_em_r_mt_dp_E1915AWXST7SXFKJHECZ?_encoding=UTF8&psc=1

Sadly, I could not find a good USB solution for this.  I'm coming from the Avaya hardware world, so it's hard to find like-for-like solutions with GC.

------------------------------
Lisa Calandra
Messer LLC

Original Message:
Sent: 06-07-2022 15:50
From: nicholas Argeson
Subject: Side by side shadowing

I have looked through some of the the current topics, but unable to find an answer. Is there a way to allow new agents to sit with a seasoned agent and listen to all of their calls throughout the day?

Currently, the agent has to find each call that the seasoned agent takes in interactions and click monitor. Can we tether these agents together to that the new agent can listen to all calls?

We are using USB Jabra headsets so we are unable to use a splitter.
#Unsure/Other

------------------------------
nicholas Argeson
Bethlehem Shared Services LLC.
------------------------------

Yeah, monitor is really the only thing you can do for remote.  Or go through past interaction recordings with screen recordings.

------------------------------
Lisa Calandra
Messer LLC
------------------------------

Original Message:
Sent: 06-09-2022 12:53
From: nicholas Argeson
Subject: Side by side shadowing

Yes, we are in Bethlehem, PA. Small world.

Thank you. I think we are going to try using a splitter and 3.5mm headsets, but it doesnt resolve the remote agents issue.

I have also reached out to Chris in the ideas portal. THank you Richard.

------------------------------
nicholas Argeson
Bethlehem Shared Services LLC.

Original Message:
Sent: 06-09-2022 09:14
From: Lisa Calandra
Subject: Side by side shadowing

Hi Nicholas (Are you in Bethlehem, PA? I'm from Nazareth, PA!)-
I train agents and found the best solution is to have aux jack headphones/earbuds for both agents and purchase an aux splitter.  I found cheap ones on Amazon.  Then the trainer agent will have to set up a new audio profile for the splitter.  Keep in mind, both agents' mics will be on during interactions.
https://www.amazon.com/dp/B07Y65SPZR/ref=cm_sw_em_r_mt_dp_E1915AWXST7SXFKJHECZ?_encoding=UTF8&psc=1

Sadly, I could not find a good USB solution for this.  I'm coming from the Avaya hardware world, so it's hard to find like-for-like solutions with GC.

------------------------------
Lisa Calandra
Messer LLC

Original Message:
Sent: 06-07-2022 15:50
From: nicholas Argeson
Subject: Side by side shadowing

I have looked through some of the the current topics, but unable to find an answer. Is there a way to allow new agents to sit with a seasoned agent and listen to all of their calls throughout the day?

Currently, the agent has to find each call that the seasoned agent takes in interactions and click monitor. Can we tether these agents together to that the new agent can listen to all calls?

We are using USB Jabra headsets so we are unable to use a splitter.
#Unsure/Other

------------------------------
nicholas Argeson
Bethlehem Shared Services LLC.
------------------------------

We train our remote users using Microsoft Teams. We set up a Teams meeting with the two agents in the meeting. The agent being shadowed shares their screen and enables the option to share computer audio. With this setup both agents can hear each other and the customer on the phone but the customer on the phone can only hear the agent that has taken the call. This has worked well for us for training over the past couple of years. other meeting software may be able to be used in a similar way.

------------------------------
Bruce Dunn
State of Delaware
------------------------------

Original Message:
Sent: 06-07-2022 15:50
From: nicholas Argeson
Subject: Side by side shadowing

I have looked through some of the the current topics, but unable to find an answer. Is there a way to allow new agents to sit with a seasoned agent and listen to all of their calls throughout the day?

Currently, the agent has to find each call that the seasoned agent takes in interactions and click monitor. Can we tether these agents together to that the new agent can listen to all calls?

We are using USB Jabra headsets so we are unable to use a splitter.
#Unsure/Other

------------------------------
nicholas Argeson
Bethlehem Shared Services LLC.
------------------------------

There are apps for audio mirroring.
https://support.woojer.com/en/support/solutions/articles/12000075839-apply-audio-mirroring-using-obs-windows-

Original Message:
Sent: 06-10-2022 07:28
From: Bruce Dunn
Subject: Side by side shadowing

We train our remote users using Microsoft Teams. We set up a Teams meeting with the two agents in the meeting. The agent being shadowed shares their screen and enables the option to share computer audio. With this setup both agents can hear each other and the customer on the phone but the customer on the phone can only hear the agent that has taken the call. This has worked well for us for training over the past couple of years. other meeting software may be able to be used in a similar way.

------------------------------
Bruce Dunn
State of Delaware

Original Message:
Sent: 06-07-2022 15:50
From: nicholas Argeson
Subject: Side by side shadowing

I have looked through some of the the current topics, but unable to find an answer. Is there a way to allow new agents to sit with a seasoned agent and listen to all of their calls throughout the day?

Currently, the agent has to find each call that the seasoned agent takes in interactions and click monitor. Can we tether these agents together to that the new agent can listen to all calls?

We are using USB Jabra headsets so we are unable to use a splitter.
#Unsure/Other

------------------------------
nicholas Argeson
Bethlehem Shared Services LLC.
------------------------------