Intrusion / Barge In facility in a Chat discussion

[irfan2288]

Hi,

We have a Genesys 7.2 environment mainly catering to email media. Recently we have installed the Chat server and the related web API servers and components. The chat functionality is up and running fine.

We now have a request from our client wherein we have to enable a Supervisor / Manager to interject / barge-in a chat session between an agent and a customer which the Supervisor has been monitoring from his GAD (Genesys Agent Desktop v7.2) aka Service Observing in Voice media.

This barge-in should be of two types:
1. Messages from Supervisor visible to both the agent and the customer
2. Messages from supervisor are only visible to the agent but hidden from the customer

While we do have the conference option in GAD which can be initiated by the agent, it does not gives the Supervisor the ability to join the chat by himself. He is dependent on the agent to initiate the chat and we don't know any method wherein the Supervisor can instruct the agent to start the conference with him. The agents don't have any extns. or voice media where they can be contacted other than the GAD.

Any help / suggestions / advice would be highly appreciated.

[René]

Hi,

Genesys Supervisor Desktop does allow silent monitoring of agent's chat sessions. Please look to the GSD help section "Supervisor Desktop / Agent Management Tasks / Silently Monitoring Agents" for description how to active that monitoring.

René

[irfan2288]

Thanks for the reply,

We are able to achieve the monitoring functionality. However, we want the Supervisor to be able to intrude the chat session between the Agent and the Customer in a way that all three will be in a conference type mode. And this should be initiated by the Supervisor and not the Agent.

Any idea how to achieve this?

Thanks

[René]

I would say it's possible the Supervisor to intrude the chat session but GDesktop doesn't support that. Interaction Server knows only one request related to conferences - RequestConference - and one of its parameter "attr_visibility_mode" is related to the type of the conference - 1=conference (default), 2=monitor, 3=coach.

The question is how to modify GDesktop to allow you choose conference mode. I think it's possible but it won't be easy and cheap :-(

René

[AlexeyK]

ChatServer naturally supports also all these three types of conference – including coaching (when supervisor’s messages are only visible to agent). Karma is right – DAG is not just providing this functionality (however any custom Desktop could implement that).