Screen monitoring viewer experience

Start a screen monitoring session 

Supervisors can initiate a screen monitoring session at analytics views or at interaction details view.  For more information, see Monitor an agent’s screen and Monitor a screen during an interaction.

In both cases, when screen monitoring starts, the supervisor sees the agent’s desktop in a separate browser tab.

The screen monitoring viewer:

• Displays the agent name and duration of the monitoring session.
• Supports monitoring of multiple screens if the agent desktop has multiple monitors.
• Allows supervisors to switch the primary screen view.

Supervisors can view the agent’s desktop activity, but cannot:

• Control the agent’s mouse or keyboard.
• Interact with the agent desktop.
• Perform remote control actions.

End a screen monitoring session 

You can end an active screen monitoring session in the following ways:

• Close the screen monitoring viewer window.
• Click the End Monitoring button from the screen monitoring viewer.
• End screen monitoring from the interaction details view.
• End screen monitoring from the monitored agent’s profile card in analytics view.
• Log out of Genesys Cloud.