Live screen monitoring enables supervisors to view an agent’s desktop activity in real time to understand workflows, provide guidance, and support onboarding and coaching activities. Unlike screen recording, which captures and stores desktop activity for later playback and analysis, live screen monitoring provides immediate visibility into the agent’s current desktop activity. Supervisors can use live screen monitoring to:

• Observe how agents handle customer interactions.
• Identify workflow or usability issues.
• Guide agents during active interactions.
• Support onboarding and coaching activities.
• Improve adherence to workflows and processes.

Screen monitoring allows supervisors to view all screens of the agent’s desktop.

Types of screen monitoring

Live screen monitoring supports the following monitoring methods:

Monitor an agent’s participation in a specific interaction

Supervisors can initiate screen monitoring from the interaction details view of an active ACD call, message, or email interaction. When screen monitoring is initiated with this method, the monitoring session remains associated with the interaction, and automatically ends when the agent’s participation in the interaction ends. If there is After Call Work (ACW) for the agent, screen monitoring automatically ends after the agent completes ACW.

Supervisors can use interaction-level monitoring to:

• Observe workflows related to a specific interaction.
• Understand which resources agents use during customer interactions.
• Provide real-time guidance during active engagements.

For more information about monitoring the agent’s screens during specific interactions, see Monitor an agent’s screen during an interaction.

Monitor an agent’s session

Supervisors can start monitoring from the agent profile card in supported analytics views.

When screen monitoring is started with this method, the monitoring session can span across ACD interactions received by the agent; it does not automatically end upon completion of the agent’s participation of any interaction. Supervisors can screen monitor the agent as long as:

• The agent is On Queue (where the agent may or may not handle interactions), or
• Continues to handle an interaction while setting themselves to Off-Queue.

The screen monitoring session automatically ends when the agent goes off queue and is no longer handling an interaction.

Agent-level monitoring allows supervisors to:

• Observe agent workflows across multiple interactions.
• Monitor activity between interactions.
• Monitor concurrent digital interactions.
• Support onboarding and coaching activities.

For more information about monitoring the agent’s screens across interactions, see Monitor an agent’s screens across interactions.

Screen monitoring viewer experience

The screen monitoring viewer opens in a separate browser tab. For more information, see Screen monitoring viewer experience.

Concurrent monitoring support 

Supervisors can use live screen monitoring independently with existing real-time supervision capabilities, including:

• Call monitor, coach, and barge.
• Digital monitoring.

This capability allows supervisors to combine desktop visibility with interaction monitoring for more context during supervision activities.

Agent notifications 

Agents receive notifications when screen monitoring starts and ends.

When notifications are enabled:

• A notification appears when monitoring begins.
• A notification appears when monitoring ends.
• The agent roster card displays a monitoring indicator.

Administrators can enable or disable monitoring notifications at the organization level. For more information, see Configure real-time supervision.

Reporting and auditing of previously screen-monitored interactions

Administrators can search for interactions that were previously screen monitored. Look for the screen monitored filter in Interactions View to query for interactions that were screen monitored, to report on past screen monitoring activities in the organization.

Screen monitoring activities also appear as audit events on the Interactions that were being screen monitored. For more information, see View an interaction’s audit trail for details.

Limit simultaneous screen monitoring sessions

To help minimize network impact, configure the maximum number of simultaneous screen monitoring sessions allowed across your organization. For example, if you set the limit to 100, Genesys Cloud prevents users from starting more screen monitoring sessions when 100 sessions are already in progress. For more information, see Configure real-time supervision.