Genesys Cloud - Main

Hi,

I'm not sure if the subject line matches my question, but what I'm looking for is a way to set up monitoring on an agent and keep it active across multiple voice interactions.

I know it's possible to monitor an agent-customer conversation by activating monitoring on an active interaction. However, I'm looking for a way to monitor the agent itself and keep that monitoring active across multiple voice conversations, without having to enable it for each interaction separately.

Is this possible?

Regards,
Torben

Hi Torben,

From my understanding, yes, this is possible with the new Live Screen Monitoring capability.

Live Screen Monitoring introduces agent-level monitoring, where you can start monitoring from the agent profile card rather than a specific interaction. In this mode, the screen monitoring session can span multiple ACD interactions and does not automatically end when a single interaction completes. It remains active while the agent is On Queue, or continues handling an interaction after setting themselves Off Queue.

I believe this capability is expected to be generally available this month.

You may find these resources helpful:

• Live Screen Monitoring Overview: https://help.genesys.cloud/articles/live-screen-monitoring-overview/
• Related Idea Lab discussion: https://genesyscloud.ideas.aha.io/ideas/WEM-I-768

If, however, you're referring specifically to voice monitoring (listening to consecutive calls), my understanding is that call monitoring remains interaction-based.

Hope this helps.