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  • 1.  Email interaction live monitoring and transcription

    Posted 12-10-2025 16:35
    No replies, thread closed.

    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

    ------------------------------
    Mohamed Elberry
    Senior Genesys System Engineer
    ------------------------------


  • 2.  RE: Email interaction live monitoring and transcription

    Posted 12-10-2025 17:20
    No replies, thread closed.

    Live monitoring of Email is available.  It was this idea:  Digital - Email: Supervisory Email | Genesys Cloud Ideas Portal

    Live monitoring of an agent's screen is coming:  Live screen monitor agent desktop | Genesys Cloud Ideas Portal and is slated for Q2 (May 11, 2026 now)

    There is also a new feature coming out for supervisor approval for sending:  Email - Supervisory Approvals | Genesys Cloud Ideas Portal.  This one is upcoming and slated for Q2 as well. 



  • 3.  RE: Email interaction live monitoring and transcription

    Posted 12-10-2025 17:38
    No replies, thread closed.
    Unfortunately, it's not currently possible to monitor email media.
     
    There's already an idea on the portal for this.


    ------------------------------
    Kaio Oliveira
    Sr Systems Analyst
    GCP - GCQM - GCS - GCA - GCD - GCO
    ------------------------------



  • 4.  RE: Email interaction live monitoring and transcription

    Posted 12-10-2025 19:29
    No replies, thread closed.

    Does the docs state this? Is there an official statement from Genesys?



    ------------------------------
    Mohamed Elberry
    Senior Genesys System Engineer
    ------------------------------

    Original Message


  • 5.  RE: Email interaction live monitoring and transcription
    Best Answer

    Posted 12-10-2025 19:49
    No replies, thread closed.

    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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