Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: David Waddington on June 11, 2010, 08:05:41 AM

Title: Side by side supervisor agent coaching/monitoring
Post by: David Waddington on June 11, 2010, 08:05:41 AM

Hi,

We are struggling to enable our supervisors to sit with an agent and monitor calls for coaching purposes.  We know it can be done at the supervisor's desk, but we would rather that our supervisor could sit with an agent.

We are running USB headsets, so can't split output.  We have tried with a wireless headset for the supervisor, but it leaves the supervisor desktop generating a new window for each call, and the supervisor not there to close them down. 

Is anyone else doing this?  Any suggestions?

Title: Re: Side by side supervisor agent coaching/monitoring
Post by: ecki on June 11, 2010, 12:26:18 PM

Hi,

Give your supervisors notebooks with WiFi.  >:D

E.