Monitoring SIP Voice Interactions

Interaction Workspace supports two approaches to monitoring, built-in Team Lead capabilities, and support for Genesys 7.6 Supervisor Desktop and 3rd-party Supervisor applications.

Note: Depending on the technical environment of your voice channel, some voice specific supervisor switch-modes might not be available: Switching from coaching to barge-in is not possible for agents or supervisors who are logged in to an environment that uses T-Server for Cisco UCM. Switching from monitoring to barge-in might not be possible with T-Server for Cisco UCM. Only Interaction Workspace 813 and higher and Workspace Desktop Edition 8.5.0 and higher are compatible with T-Server for Cisco UCM.

Team Lead Functionality

You can configure an agent role to have the Team Lead capability. Team Leads have capabilities that extend beyond the coaching and barge-in abilities that are enabled by internal communications. Interaction Workspace supports auto-monitoring of agents in an agent group by a team lead that is configured as the Supervisor of this Agent Group. A Team Lead can perform the following functions:

• Monitor the next interaction or the currently active interaction.
• Select an agent and monitor all the voice interactions of this agent in one of two modes:
  • silent--neither the agent nor the contact is aware of the monitoring
  • coaching--only the agent can hear the Team Lead
• Silently monitor voice interactions
• Start a coaching monitoring session from a silent session
• Start a barge-in (all parties on the call can hear the Team Lead) monitoring session from silent or coaching session
• Start a silent monitoring session from coaching or barge-in session

Enable Team Lead functionality by allowing the Team Lead Privileges.

To support the monitoring of currently active voice interactions, you must also configure the SIP Server or T-Server for Cisco UCM application object by setting the intrusion-enabled option in the TServer section to the value true.

Note: There are no options in the interaction-workspace section to control the Team Lead functionality; however, Genesys strongly recommends that you use different DNs for the voice and multimedia channels to ensure that voice and IM channels can be monitored independently.

Third-Party Supervision

You can enable agents to be monitored by a supervisor that is using a Supervisor application, such as Genesys 7.6 Supervisor Desktop, if you are running a Genesys Suite that include Genesys SIP Server or T-Server for Cisco UCM and Genesys Stream Manager or Genesys Media Server. The SIP monitoring feature is implemented as a hidden conference with the SIP DN of a supervisor.

If configured, the agent is notified through the Interaction Workspace interface during supervisor monitoring. All monitoring is conducted through the supervisor application. If the supervisor is using whisper coaching or barge-in, an "eye" icon is displayed within the voice interaction window to indicate that the call is monitored. When the supervisor leaves the call, the icon disappears.