Agent experience and setup for live screen monitoring

Genesys Cloud provides comprehensive real-time supervision capabilities that enable supervisors to monitor and manage agent activities across multiple interaction types through live screen monitoring and interaction oversight features. The platform supports monitoring across the Genesys Cloud desktop application, Genesys Cloud Background Assistant (GCBA) with web applications, embedded clients (Salesforce, Zendesk, Microsoft Teams), browser extensions (Chrome, Firefox), private deployments using Genesys Cloud Embeddable Framework, CX Cloud from Genesys and Salesforce, and Unified Experience from Genesys and ServiceNow. To enable screen monitoring, agents must have the "Real-time Monitor > Screen > Participate" permission configured and operate within supported environments. During monitoring sessions, agents cannot stop or disable monitoring but may optionally receive alert notifications when monitoring begins or ends. Supervisors require the appropriate "Real-time Monitor > Screen > Participate" permission to initiate screen monitoring; those without this permission cannot monitor any Genesys Cloud users. The real-time supervision feature supports multiple capabilities including live screen observation across interactions, the ability to monitor, coach, and barge into live voice interactions, and monitoring of in-progress digital interactions. The platform provides an interaction feature that delivers supervisors with comprehensive visibility into ongoing communications. Genesys recommends using PCs that exceed minimum system requirements when enabling screen monitoring on multi-monitor desktops. Configuration of real-time supervision is available through dedicated setup documentation, with role-specific functionality tailored to supervision and monitoring requirements across multiple user roles including agents, administrators, developers/engineers, partners, supervisors, and support personnel