Contents

Monitor a Chat

Requirements: See Listen.

If you have the appropriate rights, you can monitor a chat without being a participant.

Some things to note about the process of monitoring a chat:

If you monitor a chat, a Lsns icon appears on the line containing the interaction in the queue views for the participating CIC client users 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 chat window on your workstation or clicking the Listen button a second time.
You can stop monitoring a chat at any time.
If you monitor a chat, you see the complete chat conversation as it occurs. The conversation includes text typed by participants, text or URLs incorporated from Personal Responses and the selected Account Code or Wrap-Up Code.

Note: Files sent to chat participants are not visible to a user who monitors the chat.

You also see any notes the agent makes on the chat. These notes are not visible to the other chat participants. For more information, see Add Notes to an Interaction.

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

To monitor a chat:

The agent picks up a chat.

Result: Depending on the configuration of the agent’s CIC client, the chat conversation appears in either the Chat window or in the Chat View.

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

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

Result: Depending on how you configure the CIC client, the chat conversation appears in either the Chat window or in the Chat view. The Lsns icon appears in the row that contains the chat in both the agent’s and your queue view.

Note: You can stop listening at any point in this process. You do not need to wait until the agent completes the chat or withdraws from participation by disconnecting.

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.