Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Adam_W on September 12, 2012, 10:13:47 AM

Title: Interaction Workspace - Allow supervisor to monitor all agents
Post by: Adam_W on September 12, 2012, 10:13:47 AM

Does anyone know how to enable a supervisor to silent monitor / coach all agents in Interaction Workspace?

Currently I have a set of agent groups with a supervisor assigned to each in the "Advanced" tab of the Agent Group configuration.  The only agents each supervisor can monitor are the ones in the group they are assigned to.

This is no good for teams which have several team leaders in shift patterns managing the same group, or for when a supervisor is not in and someone else needs to cover their team.

It doesn't seem possible to assign more than 1 supervisor per agent group.

Title: Re: Interaction Workspace - Allow supervisor to monitor all agents
Post by: Adam_W on October 11, 2012, 08:34:57 AM

No ideas on this at all  ???

Title: Re: Interaction Workspace - Allow supervisor to monitor all agents
Post by: smile on October 11, 2012, 11:34:04 AM

as workaround solution: you can create several virtual agent groups with assigned supervisors in it.

Title: Re: Interaction Workspace - Allow supervisor to monitor all agents
Post by: Kubig on October 12, 2012, 01:05:30 PM

Is necessary to have the Stream Manager to allow supervisor function or monitoring or it is possible with GVP Media Server?

Title: Re: Interaction Workspace - Allow supervisor to monitor all agents
Post by: smile on October 12, 2012, 01:36:25 PM

media server include all functionality of SM and can much more...
yes, IW can work with MS

Title: Re: Interaction Workspace - Allow supervisor to monitor all agents
Post by: Adam_W on October 12, 2012, 01:38:33 PM

As smile says, MediaServer replaces all Stream Manager functionality.  It also does CPD, so no need for dialogic cards etc.  Very handy!

Title: Re: Interaction Workspace - Allow supervisor to monitor all agents
Post by: Kubig on October 12, 2012, 01:51:29 PM

Yes, I know it. All function works for me on MediaServer,but only monitoring/supervisor function does not work :-/
Any special configuration or how to enable monitoring? I read doc and I think all conf steps are already current,but "monitor" action is not show in GSD.
IWS does not contain supervisor function,it is true?

Title: Re: Interaction Workspace - Allow supervisor to monitor all agents
Post by: Adam_W on October 12, 2012, 02:02:51 PM

IWS does have supervisor functionality (basically just call monitoring as far as I can see).

I think the 3 things I did to enable monitoring via IWS were:

1.  Define the supervisor of each agent group (this is where my frustration comes in as you can't define more than 1 supervisor per group and can't easily make all supervisors able to monitor all agents)
2.  Allow monitoring privileges in IWS team leader Administrator role
3.  Ensure "conference" exists in the list of service-types in your MCPGroup config.  For example, my MCPGroup1 service-types option is "voicexml;conference;announcement;msml;recordingclient"