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Monitor a Callback Request

Requirements: See Listen.

If you have the appropriate rights, you can monitor a callback request handled by another CIC client user.

Some things to note about the process of monitoring a callback request:

If you monitor a callback request, a Lsns icon appears on the line containing the interaction in both the agent’s and your own queue views.

Tip: For more information, see Determine if Someone is Listening to or Recording Your Interactions.

The Lsns icon is not removed until you cease to monitor the interaction by closing the callback window on your workstation or clicking the Listen button a second time.
You can stop monitoring a callback request at any time.
Any notes the agent makes on the original callback request are visible to anyone monitoring the interaction.
If the agent selects an account code, this is also visible in the monitored callback window.
If the agent makes a call as a result of this callback request, you must start a separate Listen In action to monitor the conversation.

In a typical example, another CIC client user (agent) picks up a callback request from a workgroup queue. If you have the necessary rights to listen to (monitor) interactions and to monitor the queue on which the callback request is appearing, you can view the callback request.

To monitor a callback request:

The agent picks up a callback request.

Result: The Callback window appears on the agent’s workstation and displays the callback request.

You select the same callback request interaction from the appropriate queue view and do one of the following:

- Right-click the callback request and choose Listen In from the menu that appears.
- Select the callback request and then click the Listen button.

Result: A callback request window opens on your workstation and displays the callback request. The Lsns icon appears in the row containing the callback request in both the agent’s and your queue view.

If the agent responds to the callback request, an outgoing call appears in the appropriate queue views on the agent’s and your systems.

To monitor the agent’s call, select the call interaction in your queue view and click the Listen button.

Result: The Lsns icon appears in the row containing the call. You hear the conversation.

Note: You can stop listening at any point in this process. You do not need to wait until the agent completes the call.

Warning: Genesys disclaims any responsibility for end-user or licensee to comply with federal or state law restrictions regarding Record, Snip, or Listen capabilities of CIC software. The licensee hereby warrants and represents that the end-user or licensee will use the product in compliance with any federal or state law.