As we continue to follow Covid restrictions, we are unable to sit a new hire with a veteran for side by side training. We are hiring 5 new reps and will need to conduct virtual side by sides.
The issue I need some help on is the new hire will not be able to hear the member calling in since the veteran is logged into their cisco phone and the call comes in through that phone.
The only solution I could think of is giving the new hire supervisor access to Finesse and allowing them to use the "Start Monitoring" function. Although there isnt much the new hire can actually do with the access, it is still less than desirable.
We can use webex/webex teams to allow screen sharing but without hearing the caller, the new hire will have no idea whats going on.
Generally our new hires will listen and watch with a veteran. Then they will drive the PC navigating and learning our systems while the veteran talks to the member. Last, they will drive and talk while the veteran watches and listens.
we have CCX Prem and Finesse 11.6(2)
