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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 169.

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:

Information.png Note: Set the default-monitor-mode configuration option in the T-Server application to normal or mute, depending on the Silent Monitoring mode you use in your environment.



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 169.

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

Information.png Note: Set the default-monitor-mode configuration option in the T-Server application to normal or mute, depending on the Silent Monitoring mode you use in your environment.


Silent Monitoring in Genesys Desktop

Important
Genesys Supervisor Desktop supports silent monitoring of agents on two different server types, SIP Server and T-Server for Cisco Unified Communications Manager.


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 169.


Genesys Desktop Setup

To learn about silent monitoring of agents using Genesys Desktop, download Genesys Desktop Supervisor's Help. From the help menu, locate the Monitoring Agents chapter within the Agent Management Tasks.

You may also want to take a look at the Silent Monitoring Overview for highlights about silent monitoring in environments with a SIP Server or other supported T-Server.


Information.png Note: Set the default-monitor-mode configuration option in the T-Server application to normal or mute, depending on the Silent Monitoring mode you use in your environment.





Retrieved from "https://docs.genesys.com/Silent_Monitoring (2019-08-24 17:15:15)"
This page was last modified on October 11, 2016, at 10:25.