Supervisors have elevated access to perform more complex tasks in the Genesys system. You will not have access to these features unless you are a supervisor in the system.
Monitoring and coaching features are available for supervisors to use to manage interactions that are currently in progress.
- Monitoring allows you to listen to an interaction without disturbing the conversation between the agent and the customer. Neither the customer nor the agent is aware that you’re monitoring the interaction.
- Coaching allows you to drive improvements by offering comments and advice to the agent during the interaction. Customers are not aware of the coaching session and cannot hear your conversation with the agent.
To Monitor a call open the Interactions window by using the Performance menu at the top of the screen and selecting Workspace.
The default workspace allows you to move quickly to the different tools and features of Genesys. See The Workspace for more details on managing the workspace. In the default workspace click the blue Interactions link to open the current interactions. Click on the interaction that you would like to manage to open the details of the interaction.
Once inside the interaction you will see both sides of the conversation. Internal is your agent and External is your customer. You can see when the interaction started, how long it has been going on and other troubleshooting information that could be necessary.
Monitoring means you are only listening in on the call. Neither the agent nor the customer will know that you have joined the call. To monitor the call click the down pointing arrow to the right of either the external or internal connection and choose Monitor. A call will come through your system that you will answer and you will be able to listen in on the conversation. You can choose to monitor either the internal (agent) or external (customer) participant. When a call is in progress, you can hear both. However, when the agent places the call on hold or transfers the call, you hear only the participant that you chose to monitor.
Coaching means that the agent can hear you but the customer can not. This provides the ability to coach and help the agent through the session. To coach a call click the down pointing arrow to the right of the internal connection and choose Coach. A call will come through your system that you will answer and you will be able to listen in on the conversation and communicate with the agent.
Last modified: Feb 28, 2023