Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: stevealix on May 02, 2017, 03:06:50 PM

Title: Monitor Agents not Interactions
Post by: stevealix on May 02, 2017, 03:06:50 PM

Currently when we activate monitoring it is of the interaction, when that interaction is transferred to another agent the person monitoring is passed along with the caller. We want to monitor just the agent and when they transfer the call we do not want the person monitoring to follow the caller, but stay with that agent call after call. We use this as a service observe for real time monitoring of "trouble agents" as well as for training.

In Avaya this feature was called Service Observe.

Anyway to replicate "Service Observe" in Genesys?

Thanks for any help.

Title: Re: Monitor Agents not Interactions
Post by: cavagnaro on May 02, 2017, 03:22:31 PM

Where does this monitoring happens? Which product are you talking about?

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Title: Re: Monitor Agents not Interactions
Post by: stevealix on May 02, 2017, 04:08:47 PM

I apologize. We are utilizing WDE 8.5.116.12.

Title: Re: Monitor Agents not Interactions
Post by: cavagnaro on May 02, 2017, 04:13:29 PM

You mean voice, right? If so, enable the voice monitoring on the agent as permanent. Never saw the voice monitoring going with the call to another agent.

Title: Re: Monitor Agents not Interactions
Post by: stevealix on May 02, 2017, 04:19:28 PM

Yes in the voice channel.
I do not have an option in WDE to set to Permanent. I an not sure where this setting would be.

Supporting Genesys less than 6 months. Could use additional help and direction with this.

Thank you

Title: Re: Monitor Agents not Interactions
Post by: cavagnaro on May 02, 2017, 05:05:52 PM

When you select an agent for monitoring, make sure he has no active call and then you will see the option.

https://docs.genesys.com/Documentation/IW/latest/Dep/EnableTeamLead
https://docs.genesys.com/Documentation/IW/8.5.1/Dep/TeamLeadPrivileges

Title: Re: Monitor Agents not Interactions
Post by: stevealix on May 02, 2017, 07:18:46 PM

I believe I may be confusing the issue.
I can set the monitor to all next interactions I guess permanent could be a good word for it. If the agent takes call after call after call then I monitor every call. It's only when the agent transfers the call that the person monitoring follows the caller. Then I need to stop monitoring and start monitoring again on the same agent.

I am also not seeing anything about permanent monitoring in the documentation. Everything I see in the documentation provided is what I already have available to me. Maybe its a Genesys Admin setting?

Title: Re: Monitor Agents not Interactions
Post by: n3vek7 on May 08, 2017, 02:48:31 PM

What TServer are you using? Monitoring scope will be defined at that level.

Title: Re: Monitor Agents not Interactions
Post by: stevealix on August 03, 2017, 02:55:44 PM

Thank you.
Found the option.
Appreciate the help