Genesys Cloud enables real-time monitoring and evaluation of in-progress customer interactions through its quality management capabilities. Users with appropriate permissions can listen to conversations from the Interactions, Queues Activity, or Agents Performance views without disrupting agent-customer communication. The platform connects the user's phone to the interaction, allowing evaluation of call quality, compliance, and agent performance. Users can monitor either the agent or customer perspective and create evaluations with scoring forms for immediate coaching purposes. Key prerequisites include Conversation > Call – Monitor and Add permissions, along with access to relevant views. The system automatically answers supported SIP phones to initiate monitoring sessions, while external phones require manual pickup. Evaluators can assign evaluations to agents during live interactions by selecting an evaluation form, designating the agent to be evaluated, and identifying the evaluator. The platform provides actionable insights to improve agent performance and customer satisfaction through in-the-moment feedback. A known limitation exists regarding date and time formatting in the Arabic dialect within quality management views, with resolution planned for a future release.