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Mrs. Kristin Lacher

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RE: How to allow a non Genesys user to listen in on a voice interactoin?

Posted By Kristin Lacher 04-04-2016 13:36
Found In Egroup: PureEngage On-Premises \ view thread
Thanks Eugene. We are actually aware of that feature and it is our contingency plan for supporting this type of listening in but it's a little more complicated of a solution than we'd like. Andrew - unfortunately your workaround isn't acceptable to our business. Listening to a call recording is not ...

How to allow a non Genesys user to listen in on a voice interactoin?

Posted By Kristin Lacher 03-03-2016 20:37
Found In Egroup: PureEngage On-Premises \ view thread
In our business it is relatively common that someone who is NOT an agent or a supervisor in the call center wants to listen in to a live call. Sometimes when we interview candidates for the agent position we will have them "shadow" an existing agent to see what the job is really like. In our old Avaya ...

Accept pop-up only shows on Workspace Web tab - agents are losng pop-up

Posted By Kristin Lacher 12-02-2015 15:54
Found In Egroup: PureEngage Cloud \ view thread
Our agents are using Genesys Cloud solution with Workspace Web and a Bria RTP client. Workspace Web is running in an IE10 browser window. The nature of the workflow for our agents is that they will have many active windows while they are in queue waiting for calls. That may involve having multiple active ...

Problems with calls being auto answered

Posted By Kristin Lacher 11-20-2015 17:49
Found In Egroup: PureEngage Cloud \ view thread
We have a new implementation of Genesys Business Edition Cloud and have 6 agents using Workspace Web. These agents are all skilled for one queue. They are not setup for calls to be auto-answered but rather must manually answer the call via clicking Accept in the Genesys pop-up window or clicking the ...