Genesys Cloud - Main

In this video, Kumar discusses the new feature "Real-time monitoring for web messaging channels"

Supervisors can now monitor agent web messaging and third-party messaging interactions. During web message interactions, supervisors have access to all of the contextual panels visible to the agent and can perform a thorough review of the digital interaction between the agent and the customer. Supervisors with appropriate contact editing and real-time monitoring permissions can update external contacts during a real-time monitoring session. For more information, see Monitor in-progress digital interactions . This feature requires one of the following subscriptions: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.

Release notes: https://help.mypurecloud.com/releasenote/november-29-2023/

Presenter: @Kumar Sanjeevi

#TAMStudios #FeatureReview #DigitalChannels

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