Voice coaching API for call monitoring

Platform API
1

Hi,

I have a question regarding API from yesterday's release

Voice coaching API for call monitoring
Contact center managers, supervisors, and other users with the Conversation>Call>Monitoring permission can now use the voice coaching API to coach, or whisper, to agents and other users when they speak to customers. Only the agent hears the coaching session and the session is not recorded as part of the conversation. This feature assists managers with coaching during a call, and is separate from the coaching appointment feature that creates a coaching package post-call. For more information, see /api/v2/conversations/calls/{conversationId}/participants/{participantId}/coach in Conversations in the Developer Center. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, or Genesys Cloud User 3.

I tried to test this API for in progress interaction but got 501 Not Implemented
I used the ID of the internal participant (agent) as participantId
Also checked my permissions and I have required permissions assigned (Conversation>Call>Monitor and Conversation>Call>coach)

Below is the full response body:

{
"message": "This endpoint is not yet implemented,",
"code": "not.implemented",
"status": 501,
"details": [],
"errors": []
}

Can someone please advise? Am I missing something?

Thanks,

2

Can you open a case with Genesys Cloud Care for this? It sounds like the resource may still be behind a feature toggle and is not enabled for your org. Because it was announced as released, this should be considered a bug and needs to be handled by Care.

3

Thank you, will open a case with Genesys Cloud Care

4

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