Genesys Cloud - Main

The Genesys Cloud Insights ("Insights") mobile app enables supervisors to monitor queue and agent operational performance metrics in real time, from anywhere, using their mobile device.  Insights is available on both Apple iOS and Google Android mobile platforms.  For more information, please refer to the attached Insights App Overview (2-Pager) as well as the FAQ links on Genesys Cloud Resource Center (iOS, Android).

Insights app is available from GC1, please refer to the linked FAQ articles for Permissions information.

Download links:

• Apple iOS
• Google Android

Very shortly (early to mid June 2026), we will be updating Insights to include a couple of new features to improve the monitoring experience for supervisors, specifically, this include:

1. Being able to see the intraday metric aggregates more prominently on the app
2. Allowing simultaneously monitoring of multiple media types for a queue or an agent in a single view

The below images shows a comparison of the before vs. after experience (note: Android screens show, iOS may differ slightly, but not significantly):

____________

Main Queue Card View

________________

Main User (Agent) View

_____________

Queue Details View

#Roadmap/NewFeatures

------------------------------
Gary Lo
WEM Product Management
------------------------------

Attachment(s)

Genesys_Cloud_Insights_App_2-Pager_May2026.pdf   351 KB 1 version

Great insight @Gary Lo 😂

Jokes apart. Really nice! Those recent improvements for mobile apps are awesome. It can improve the user experience a lot!

Updating here that the feature is being rolled out this week (Week of June 8, 2026) based on our Genesys Cloud Feature Release Schedule , if you have downloaded the app prior to your region being deployed, you may not see the feature until such time.

Note: if you don't see the update, you may need to logout and re-login to the app.
------------------------------
Gary Lo
WEM Product Management
------------------------------