Configure real-time supervision

AI-generated summary

Genesys Cloud provides real-time supervision capabilities that enable supervisors to monitor agent desktop activity through live screen viewing in a separate screen viewer. This feature supports monitoring at both the interaction and agent levels across calls, messages, and emails for coaching, training, and quality review purposes. Screen monitoring integrates with voice and digital monitoring functionality to help supervisors assess agent performance while maintaining compliance requirements. Configuration of real-time supervision is accessed through Menu > Performance Management > Employee Engagement > Real-Time Supervision. Administrators can establish bandwidth controls by setting a maximum number of simultaneous screen monitoring sessions, with support for up to 500 concurrent sessions organization-wide. The system counts monitoring of agents using multiple monitors as a single session toward the concurrent limit. A dashboard field displays the current number of active screen monitoring sessions in progress. Administrators can enable monitoring notifications to alert agents when their screens are being monitored. Access to real-time supervision requires Genesys Cloud CX 1, CX 2, CX 3, or CX 4 licensing and specific permissions including Real-time Monitor > Screen Session > View and Real-time Monitor > Settings > Edit and View. This feature is designated as "coming soon" in the documentation.

Feature coming soon

PrerequisitesClick to expand

As a supervisor, use live screen monitoring to view an agent’s desktop in real-time in a separate screen viewer. Monitor agents at the interaction level or agent level across calls, messages, and emails for coaching, training, and quality review.

Screen monitoring works with voice and digital monitoring in Genesys Cloud and helps you understand how the agent handles interactions while meeting compliance requirements.

Configure real-time supervision

You can configure the settings using in order to monitor agent screens. To configure real-time supervision, perform the following steps:

Click Menu > Performance Management > Employee Engagement > Real-Time Supervision.
In the Maximum simultaneous screens allowed field, you can limit the bandwidth used in the organization’s network due to screen monitoring by setting a maximum number of simultaneous screen monitoring sessions. You can have a maximum of up to 500 simultaneous screen monitoring sessions.
Note: Screen monitoring an agent who uses multiple monitors counts as a single session toward the concurrent session limit.
The Number of currently active screens field shows the number of screen monitoring sessions currently in progress across the organization.
Select the Monitoring notifications checkbox to allow agents to receive on-screen alert notifications when they are being screen monitored.

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