Hello,
We are experiencing an issue with monitoring calls in Genesys. When a supervisor monitors a live interaction, the interaction script is displayed to the monitor and can execute all embedded functions. For example, we capture the current agent’s name (using var Scripter.AgentName) at the script load stage of the interaction and save it to an outbound Contact List. However, when a supervisor monitors the call, this function unexpectedly replaces the agent’s name with the supervisor's name (Since he's considered as an internal participant in the interaction ), although the monitor should only be able to listen to the interaction without modifying or triggering functions within the script.
Is there any solution for this? How can we capture the agent's name instead of the supervisor's in the script?
Thank you for your assistance.
Kind regards,