Monitor an agent’s screens across interactions

Supervisors can monitor an agent’s desktop activity in real time to observe workflows, support onboarding, and provide coaching during interactions. Screen monitoring continues at the agent level, even as the agent handles consecutive interactions.

Before supervisors can monitor an agent’s screen, you must configure the agent correctly. For more information about supported environments and setup requirements, see Agent experience and setup for live screen monitoring.

Start agent-level screen monitoring

To monitor an agent’s screen, perform the following steps:

1. Click Menu > Analytics > Analytics Workspace.
2. Select one of the supported analytics views.
3. Locate the agent that you want to monitor.
4. Mouse-over on the agent’s presence indicator to show the agent profile card.   
5. Click Monitor Screen.

The screen monitoring viewer opens in a separate browser tab.

For more information about agent-level screen monitoring session, see Live screen monitoring overview.

End agent-level screen monitoring

You can stop an active agent-level monitoring session from multiple locations in Genesys Cloud. Regardless of where you stop the session, the screen viewer closes and the user interface updates to indicate that monitoring has ended.

Stop monitoring from Analytics

1. Click Menu > Analytics > Analytics Workspace.
2. From the analytics workspace, open a queue-related analytics view that displays the agent profile card.
3. Locate the agent that you are monitoring.
4. On the agent’s profile card, click Stop Monitoring Screen.

The monitoring session ends and the screen viewer closes.

Stop monitoring from the interaction details view

1. Click Menu > Analytics > Analytics Workspace.
2. Open the Interaction Details view for any active interaction in which the monitored agent is participating.
3. Open the Monitor menu.
4. Click Stop Monitoring Screen.

The monitoring session ends and the screen viewer closes.

You can also stop agent-level monitoring by:

• Closing the screen viewer window.
• Logging out of Genesys Cloud

Supported analytics views

You can start agent-level screen monitoring from the following views:

• Queue Activity Detail
• Agent Performance Detail views
• Agent Status Detail views
• Agent Evaluation Detail views
• Agent Interaction Detail views
• Agent Queue Detail views
• Agent Wrap-Up Detail views
• Agent Insight Detail views
• Agent Scorecard Detail views
• Agent Development Detail views
• Agent Topic Detail views

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

Agent-level monitoring session termination

Agent-level monitoring continues across the agent’s interactions and activities until one of the automatic termination conditions occurs. Unlike interaction-level monitoring, agent-level monitoring is not tied to a specific conversation.

Agent-level monitoring automatically ends when:

• The agent goes off queue and is no longer handling an interaction.
• The maximum monitoring session duration of 12 hours is reached.