Monitor the interaction
When monitoring an interaction, you hear both the agent and the customer. However, if the call is transferred or put on hold, you’ll only hear the one you’re monitoring. Refer to the scenarios described below in the section Which participant should I monitor?
To monitor the agent or customer:
- Do one of the following:
- To monitor an agent, under Internal, select Monitor from the list next to the agent name. If there are multiple agents, first select the agent to monitor from the Multiple list.
- To monitor the customer, under External, select Monitor from the list next to the customer name.
- To monitor an agent, under Internal, select Monitor from the list next to the agent name. If there are multiple agents, first select the agent to monitor from the Multiple list.
- Once Genesys Cloud connects your phone to the interaction, answer your phone and listen to the interaction.
- When you’re ready to stop monitoring the session, select Stop Monitoring next to the name of the agent or customer you’re monitoring.
- Genesys Cloud does not notify the agent or customer that you are monitoring them.
- While you are monitoring a call, your name appears in the interaction details as an internal participant with beside your username.
- To monitor a call, your status must be set to Available.
Which participant should I monitor?
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 monitor.
The following table shows which participant you hear in those scenarios:
| Active call | Hold | Transfer | |
|---|---|---|---|
| Monitor Internal Participant | Both | Agent (Internal) | Agent (Internal) |
| Monitor External Participant | Both | Customer (External) | Customer (External) and new agent |
Coach the agent during the interaction
To coach an agent during the interaction:
- Under Internal, select Coach from the list next to the agent name. If there are multiple agents, first select the agent to monitor from the Multiple list.
Genesys Cloud connects your phone to the interaction. - Answer your phone and coach the agent.
- When you’re ready to stop coaching, select Stop Coaching next to the agent’s name.
- Genesys Cloud does not notify the customer that you are coaching the agent.
- While you are coaching an agent, your name appears in the interaction details as an internal participant.
- To monitor a call, your status must be set to Available.
- Genesys Cloud allows one coaching session at a time for an agent on a call.
Switch between monitoring and coaching
You can switch between monitoring and coaching on the same interaction. For example, you could monitor the call and then switch to coach to talk the agent through a difficult situation. To switch, first stop the current activity, either monitoring or coaching, by selecting the appropriate option from the list next to the name, and then select the alternate activity. You can switch between Monitor and Coach as many times as you’d like.
The interaction timeline indicates the monitoring and coaching sessions.