Looking more into this. The idea says delivered.
Reading further: Note: Email being async in nature, monitoring is limited to being able to view ongoing interactions from either the Interactions View or the Agent View. In addition, Queue Activity and Performance will show how many emails are in queue / in-progress. However, you cannot see the email the agent is composing through screen sharing.
You may have to wait for the supervisor approval or the screen monitoring
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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.comhttps://www.ttecDigital.comhttps://RobertWC.Blogspot.com------------------------------
Original Message:
Sent: 12-10-2025 19:28
From: Mohamed Shaaban
Subject: Email interaction live monitoring and transcription
Does the docs state this? Is there an official statement from Genesys?
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Mohamed Elberry
Senior Genesys System Engineer
Original Message:
Sent: 12-10-2025 17:37
From: Kaio Oliveira
Subject: Email interaction live monitoring and transcription
Unfortunately, it's not currently possible to monitor email media.
There's already an idea on the portal for this.
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Kaio Oliveira
Sr Systems Analyst
GCP - GCQM - GCS - GCA - GCD - GCO
Original Message:
Sent: 12-10-2025 16:34
From: Mohamed Shaaban
Subject: Email interaction live monitoring and transcription
Hey!
Is there an option to monitor live email interactions as it is available for message interactions?
Also, I noticed that we can't view the digital interaction transcription for live interactions, is it a limitation? Should the supervisor wait till the end of the interaction to review the transcript?
Thanks,
#DigitalChannels
#Reporting/Analytics
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Mohamed Elberry
Senior Genesys System Engineer
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