Supervisors can monitor an agent’s desktop activity during a live interaction to observe workflows, understand how agents handle customer interactions, and provide real-time guidance. Interaction-level screen monitoring ends automatically when the agent’s participation in the interaction ends.

The agent to be screen monitored must be properly configured. For more information about supported environments and setup requirements, see Agent experience and setup for live screen monitoring.

Supported interaction types

Interaction-level screen monitoring supports:

• Calls, including callbacks
• Messages
• Email

Start interaction-level screen monitoring

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

1. Click Menu > Analytics > Analytics Workspace.
2. Select one of the supported interaction detail views.
3. Open the interaction details view for the live interaction that you want to monitor.
4. Locate the target agent participant.
5. Click Monitor Screen.

The system opens the screen monitoring viewer in a separate browser tab. If the agent uses multiple monitors, you can switch between available screens in the viewer.

For more information about interaction-level monitoring sessions, see Live screen monitoring overview.

Stop interaction-level screen monitoring

You can stop an active interaction-level screen monitoring session in any of the following ways:

• Close the screen monitoring viewer window.
• From the Interaction Details view, click Stop Monitoring Screen.
• From the monitored agent’s profile card, click Stop Monitoring Screen.
• Log out of Genesys Cloud.

When the monitoring session ends, the screen monitoring viewer closes and Genesys Cloud updates the user interface to indicate that monitoring has ended.

Supported interaction detail views

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

• Interactions view
• My Interactions view
• Agent Interactions Detail view
• Queue Activity Detail view
• Queue Interactions Detail view

Supervisors cannot start interaction-level screen monitoring on:

• External participants
• Non-interacting internal participants
  • Monitoring participants
  • Coaching participants
  • Messaging consultants

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