Answering Preview Mode Calls

A Preview mode call is a phone call that is automatically monitored by Genesys Desktop.

When an agent wants to transfer a call to an expert, the Preview Interaction Batch Navigation icon is displayed on the expert's desktop.

At the same time, the Preview Interaction dialog box is also displayed.

If the Preview Interaction dialog box is not displayed immediately because you already have an open interaction:

The Preview Interaction dialog box provides information about the call, including the agent's name, ID, and reason for the transfer.

If you accept the call, a yellow icon flashes on your desktop, informing you that the call has been transferred.

When you complete your phone conversation:

  1. Click Disconnect if your Network T-Server does not support call monitoring.

  2. Hang up your physical phone.

  3. Add any additional information into the Notepad.

  4. When you are finished:

Note: During the interaction, you can put the customer on hold, transfer the call, hold a conference call, and use Contact History functions.