About real-time supervision

Genesys Cloud provides real-time supervision capabilities that enable supervisors to monitor and support agent activities across multiple interaction types. Live screen monitoring allows supervisors to view an agent's screen activity in real time during active work, facilitating workflow understanding, guidance provision, and coaching without interrupting customer interactions. Call monitoring enables supervisors to listen silently to live voice interactions, while call coaching permits supervisor-to-agent communication without customer awareness. Call barge-in functionality allows supervisors to be heard by both agent and customer. Digital monitoring enables inspection of in-progress digital interactions between agents and customers without their awareness. The platform includes Genesys Cloud Background Assistant (GCBA) capabilities and supports configuration of real-time supervision across single and multiple interactions. These features are designed to support coaching activities and agent performance management while maintaining interaction continuity