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  • 1.  Clarification needed on Supervisor Experience and Live Monitoring in Genesys Cloud CX

    Posted yesterday

    Hi everyone,

    I'm a bit confused about how live monitoring / supervision works in Genesys Cloud CX compared to other contact center solutions I've used before, as I think the logic is a bit different.

    I have a few questions:

    1. Is there a supervisor view or dashboard where I can see all agents (online / on-queue / in conversation) and directly select an agent to listen to?
    2. From what I understand, in Genesys Cloud CX we don't listen to an "agent" directly but rather to an "interaction". Is that correct? So supervision is always interaction-based rather than agent-based?
    3. In the "Agents Status" view, I can see agents marked as "On Queue", but I cannot clearly identify which agent is currently in conversation so I can listen to them.
    4. From the interactions view, how can I quickly identify which interactions are currently live (in conversation) so I can monitor/listen to them?
    5. I'm also trying to understand the technical difference between internal live monitoring vs external listening (if applicable in Genesys Cloud CX).

    In short, I feel a bit lost because in other systems I used before, supervision was more agent-centric, while here it seems interaction-centric. I just want to make sure I'm understanding the right approach.

    Thanks in advance for your help.


    #Reporting/Analytics
    #System/PlatformAdministration

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    Ragheb Gmira
    Consultant IT
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  • 2.  RE: Clarification needed on Supervisor Experience and Live Monitoring in Genesys Cloud CX

    Posted 23 hours ago

    Hi Ragheb, 

    From my understanding, Genesys Cloud supervision is more interaction-based than purely agent-based.

    If you want to listen/monitor, coach, or barge, you normally do that against a live interaction that the agent is handling, rather than just selecting an agent in isolation.

    The main places I'd check are:

    Interactions view:
    https://help.mypurecloud.com/articles/interactions-view/

    Monitor, coach, and barge into live voice interactions:
    https://help.mypurecloud.com/articles/monitor-in-progress-voice-interactions/

    Queues Activity Detail view:
    https://help.mypurecloud.com/articles/queues-activity-detail-view/

    In practice, I'd use the Interactions view or Queues Activity Detail view to identify live/in-progress interactions, then open the interaction and use monitor/coach/barge from there.

    Also, "On Queue" only means the agent is available to receive interactions. To know whether they are actively handling one, look for routing status such as Interacting, or check the active interactions view.

    Hope this helps and someone might add more to this.



    ------------------------------
    Phaneendra
    Technical Solutions Consultant
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    Original Message


  • 3.  RE: Clarification needed on Supervisor Experience and Live Monitoring in Genesys Cloud CX

    Posted 23 hours ago
    Edited by Kaio Oliveira 22 hours ago

    Hi Ragheb

    -

    1 - You can check this information in the "agent status".

    But to listen, you must go directly to the interaction via the "interaction" or "activity queue" menu where you can monitor in 3 ways:
    a - listen only;
    b - listen and speak only to the agent;
    c- listen and speak to both the agent and the customer.
    -

    2 - Your statement is correct... monitoring refers to interaction.

    -

    3 - Unfortunately not.

    The agent status contains cumulative status data (total ---- sum) and not current status data.
    There is only 1 field called "time in routing status" it resets the counter whenever an interaction starts and resets again when the interaction ends... but I didn't see any other data to identify when it was the beginning or the end.
    -
    -
    When I need to check, I always go to queue activity, which is also bad because I need to know the agent's queue.
    -
    4 - In the "interactions" menu, add the "End date" column, which shows "n/a" meaning it is still in progress.
    You to can filter by "Ended = no".
    -
    -
    5 - Basically what I mentioned in item 1.
    Interal, it's just a listen ; there's no way to interfere with the call.
    -
    -
    -
    External you can both monitor and interfere.
    -
    I believe that this difference exists because we can adjust the permission level.
    -
    -
    note: Although the documentation states that Internal monitors the agent and External monitors the customer, in practice this is not what happens.
    In both internal and external monitors, it is possible to listen to both the customer and the agent.
    -
    I hope this answers your questions.



    ------------------------------
    Kaio Oliveira
    GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

    PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
    ------------------------------

    Original Message


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