Documentation/Silent Monitoring

Silent Monitoring

Silent Monitoring in Interaction Workspace

Setting Up T-Server

See this link for instructions on how to configure the necessary options for Framework 8.1 T-Server for Cisco Unified Communications Manager Deployment Guide.

Important

Read the 'Supervisor Monitoring' section starting on page 179.

Setting Up Interaction Workspace

Interaction Workspace makes it possible for a Team Supervisor to silently monitor agents who are handling voice and chat interactions.

The Team Lead functionality and set-up for silent monitoring is further explained at:

• Monitor, Coach, and Barge-in Interactions

Note: Be sure to first set the default in the T-server application mode to Silent Monitoring Mode.

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Silent Monitoring with custom desktop (using PSDK)

Setting Up T-Server

See this link for instructions on how to configure the necessary options for Framework 8.1 T-Server for Cisco Unified Communications Manager Deployment Guide.

Important

Read the 'Supervisor Monitoring' section starting on page 179.

Key Parameters for PSDK

Use Management Platform SDK to make your applications visible to the Genesys Management Layer so you can monitor them with Solution Control Server.

See Monitoring Your Application with Solution Control Server (SCS) in the Management Layer documentation to see how SCS can be used to monitor applications running in the Genesys environment.

For More Info

• Framework 8.1 T-Server for Cisco Unified Communications Manager Deployment Guide
• Platform SDK

Note: Be sure to first set the default in the T-server application mode to Silent Monitoring Mode.

Should we pull the source content to this page, or just link to it?

Silent Monitoring in Genesys Desktop

Setting Up T-Server

See this link for instructions on how to configure the necessary options for Framework 8.1 T-Server for Cisco Unified Communications Manager Deployment Guide.

Important

Read the 'Supervisor Monitoring' section starting on page 179.

Genesys Desktop Setup

To silently monitor Agents on Genesys Desktop, download Genesys Desktop Supervisor's Help. Within the help menu, locate the Monitoring Agents chapter within the Agent Management Tasks.

Note: Be sure to first set the default in the T-server application mode to Silent Monitoring Mode.

Should we pull the source content to this page, or just link to it?