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  • 1.  Configure real-time supervision

    Posted 3 hours ago

    When will the required permissions for live screen recording be available for me to assign?  I have the CX 3 license.  I also need to know when the configuration options will be available?

    • The following permissions:
      • Real-time Monitor > Screen Session > View
      • Real-time Monitor > Settings > Edit and View

    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:

    1. Click Menu > Performance Management > Employee Engagement > Real-Time Supervision.


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    #System/PlatformAdministration

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    Rial Coleman
    Sr. VoIP Administrator
    District of Columbia Water and Sewer Authority
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  • 2.  RE: Configure real-time supervision

    Posted an hour ago

    Hello, @Rial Coleman

    Based on the current Resource Center documentation, I would not expect those permissions or configuration options to be available yet.

    The real-time supervision / live screen monitoring articles are marked as "Feature coming soon." So even with a CX 3 license, the feature may not be available in your org until Genesys releases it for your region/org.

    The CX 3 license appears to be a prerequisite, but it does not mean the feature is already enabled. Once the feature is released, you should be able to assign the Real-time Monitor permissions and access the Real-Time Supervision configuration page.

    I would keep an eye on the Genesys Cloud release notes and, if you need a specific rollout date for your org, check with your Genesys account team or Customer Care.



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    Arthur Pereira Reinoldes
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  • 3.  RE: Configure real-time supervision

    Posted 39 minutes ago

    You may also find the following Idea Lab entry useful, as it contains additional discussion and updates related to Live Screen Monitoring / Real-Time Supervision:

    https://genesyscloud.ideas.aha.io/ideas/WEM-I-768



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    Phaneendra
    Technical Solutions Consultant
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