Genesys Cloud - Main

Hi Team,

Can you guide me on the below points?

1. Can we monitor recordings or see an audit trail of the agent chats within Genesys Collaborate?
2. Can we see how much time an agent spends using the Genesys Collaborate Chat section? Is there any reporting available for the usage of Genesys Collaborate Chat?
3. Can we record the agent chats on Genesys Collaborate?

Among other use cases, majorly we want to ensure that the agents are not playing around with the chat features while being involved in interactions or contact center activities.

Here are the answers to your questions related to Genesys Cloud Collaborate:

1. Yes, in Genesys Cloud Collaborate, you can monitor recordings of chats and see an audit trail of agent chats by enabling chat transcripts. When chat transcripts are enabled, a record of all chat conversations is saved in the chat history and can be accessed by supervisors or administrators for monitoring purposes. Chat transcripts can be enabled in the Genesys Cloud web interface under Admin > Collaborate > Settings > Chat.

2. Yes, there is reporting available for the usage of Genesys Collaborate Chat. To view this reporting, you will need to go to the "Reports" section of the Genesys Cloud administration console. In the "Reports" section, you will find a report called "Chat Usage." This report will show you how much time each agent spends using Genesys Collaborate Chat, as well as the number of chats that each agent has handled

3. Yes, in Genesys Cloud, you can record agent chats on Collaborate by enabling the chat recording feature. Chat recordings can be enabled in the Genesys Cloud web interface under Admin > Collaborate > Settings > Chat. When chat recording is enabled, a copy of all chat conversations is saved and can be accessed by authorized users for monitoring purposes.

It is important to note that in order to use these features, you will need to ensure that your organization's policies and procedures comply with any relevant laws and regulations governing the recording and monitoring of employee communications.

Hi Team,

Can you guide me on the below points?

1. Can we monitor recordings or see an audit trail of the agent chats within Genesys Collaborate?
2. Can we see how much time an agent spends using the Genesys Collaborate Chat section? Is there any reporting available for the usage of Genesys Collaborate Chat?
3. Can we record the agent chats on Genesys Collaborate?

Among other use cases, majorly we want to ensure that the agents are not playing around with the chat features while being involved in interactions or contact center activities.

Hi @Maksim Gill,

Thank you for your response. Unfortunately, I am unable to view any of these.

Is there any specific permission set I need to see these as part of my admin screen? My org is already subscribed to Genesys CX3 license. Are there any requirements for me to view the Admin > Collaborate section and Chat Usage Report?

Here are the answers to your questions related to Genesys Cloud Collaborate:

1. Yes, in Genesys Cloud Collaborate, you can monitor recordings of chats and see an audit trail of agent chats by enabling chat transcripts. When chat transcripts are enabled, a record of all chat conversations is saved in the chat history and can be accessed by supervisors or administrators for monitoring purposes. Chat transcripts can be enabled in the Genesys Cloud web interface under Admin > Collaborate > Settings > Chat.

2. Yes, there is reporting available for the usage of Genesys Collaborate Chat. To view this reporting, you will need to go to the "Reports" section of the Genesys Cloud administration console. In the "Reports" section, you will find a report called "Chat Usage." This report will show you how much time each agent spends using Genesys Collaborate Chat, as well as the number of chats that each agent has handled

3. Yes, in Genesys Cloud, you can record agent chats on Collaborate by enabling the chat recording feature. Chat recordings can be enabled in the Genesys Cloud web interface under Admin > Collaborate > Settings > Chat. When chat recording is enabled, a copy of all chat conversations is saved and can be accessed by authorized users for monitoring purposes.

It is important to note that in order to use these features, you will need to ensure that your organization's policies and procedures comply with any relevant laws and regulations governing the recording and monitoring of employee communications.

Hi Team,

Can you guide me on the below points?

1. Can we monitor recordings or see an audit trail of the agent chats within Genesys Collaborate?
2. Can we see how much time an agent spends using the Genesys Collaborate Chat section? Is there any reporting available for the usage of Genesys Collaborate Chat?
3. Can we record the agent chats on Genesys Collaborate?

Among other use cases, majorly we want to ensure that the agents are not playing around with the chat features while being involved in interactions or contact center activities.

I see things have moved around. Try this:
https://help.mypurecloud.com/articles/download-non-voice-interaction-recordings/

Hi @Maksim Gill,

Thank you for your response. Unfortunately, I am unable to view any of these.

Is there any specific permission set I need to see these as part of my admin screen? My org is already subscribed to Genesys CX3 license. Are there any requirements for me to view the Admin > Collaborate section and Chat Usage Report?

Here are the answers to your questions related to Genesys Cloud Collaborate:

1. Yes, in Genesys Cloud Collaborate, you can monitor recordings of chats and see an audit trail of agent chats by enabling chat transcripts. When chat transcripts are enabled, a record of all chat conversations is saved in the chat history and can be accessed by supervisors or administrators for monitoring purposes. Chat transcripts can be enabled in the Genesys Cloud web interface under Admin > Collaborate > Settings > Chat.

2. Yes, there is reporting available for the usage of Genesys Collaborate Chat. To view this reporting, you will need to go to the "Reports" section of the Genesys Cloud administration console. In the "Reports" section, you will find a report called "Chat Usage." This report will show you how much time each agent spends using Genesys Collaborate Chat, as well as the number of chats that each agent has handled

3. Yes, in Genesys Cloud, you can record agent chats on Collaborate by enabling the chat recording feature. Chat recordings can be enabled in the Genesys Cloud web interface under Admin > Collaborate > Settings > Chat. When chat recording is enabled, a copy of all chat conversations is saved and can be accessed by authorized users for monitoring purposes.

It is important to note that in order to use these features, you will need to ensure that your organization's policies and procedures comply with any relevant laws and regulations governing the recording and monitoring of employee communications.

Hi Team,

Can you guide me on the below points?

1. Can we monitor recordings or see an audit trail of the agent chats within Genesys Collaborate?
2. Can we see how much time an agent spends using the Genesys Collaborate Chat section? Is there any reporting available for the usage of Genesys Collaborate Chat?
3. Can we record the agent chats on Genesys Collaborate?

Among other use cases, majorly we want to ensure that the agents are not playing around with the chat features while being involved in interactions or contact center activities.