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Beginner

QA/Supervisor Monitoring w/UCCX

Question ... is there a way to live monitor an agent chat session for QA purposes like you would on the voice side for a web chat session with SocialMiner/UCCX and a web chat session?  Currently on 10.6 and moving to 11.5 shortly.

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Cisco Employee

Re: QA/Supervisor Monitoring w/UCCX

One can use the Screen Monitoring capability of AQM (Advanced Quality Management) to live monitor an agent chat session. This also provides the ability to observe all that the agent is doing on the Finesse desktop.

2 REPLIES 2
Cisco Employee

Re: QA/Supervisor Monitoring w/UCCX

One can use the Screen Monitoring capability of AQM (Advanced Quality Management) to live monitor an agent chat session. This also provides the ability to observe all that the agent is doing on the Finesse desktop.

Beginner

Re: QA/Supervisor Monitoring w/UCCX

Expertflow Chat Framework enables supervisors with agent chat live-monitoring capability and also enables the agent to include supervisor in customer chat (like consult/conference call feature in case of voice) for help.

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