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  • 1.  Listening to live calls-shadowing

    Posted 04-02-2020 16:53
    No replies, thread closed.
    We are trying to train an new agent remotely (as everyone is, I'm sure) and part of the process has traditionally included listening to a more experienced agent go through live calls.  I can't figure out how to include that without providing supervisor access.  Any advice would be appreciated!
    #ArchitectureandDesign
    #Unsure/Other

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    Jeff Grant
    Util-Assist Canada
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  • 2.  RE: Listening to live calls-shadowing

    Posted 04-02-2020 17:00
    No replies, thread closed.
    You can create a new role with the required permissions specified in the following link:
    https://help.mypurecloud.com/articles/monitor-in-progress-interactions/

    Also, I guess it depends on what you consider Supervisor access. You certainly don't have to give them the PureCloud Supervisor role, but you do have to open on the permissions mentioned above.

    Since you may not want to manage role assignment every time you get a new trainee, you can setup a trainee group and apply the role to that group. Then you just add and remove users from the group as needed.

    Thank you,
    Daniel McLeod

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    Daniel McLeod
    Qsect LLC
    ------------------------------

    Original Message


  • 3.  RE: Listening to live calls-shadowing

    Posted 04-03-2020 10:45
    No replies, thread closed.
    Worked perfectly.  Thanks for taking the time!

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    Jeff Grant
    Util-Assist Canada
    ------------------------------

    Original Message


  • 4.  RE: Listening to live calls-shadowing

    Posted 04-03-2020 12:17
    No replies, thread closed.
    You're welcome!

    I'm currently working on an embedded app for one of my customers to make the monitoring process much easier and to enable auto-monitoring (not sure it will work). I plan to release this as open source software. If you're interested, I can post a link here when it's completed.

    Thanks,
    Daniel McLeod

    ------------------------------
    Daniel McLeod
    Qsect LLC
    ------------------------------

    Original Message


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