Genesys Cloud - Main

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.

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.

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.

Hi,Phaneendra, 

Thank for your input. 

The Live Screen Monitor looks interesting, but what I'm looking for is the ability to listen to consecutive calls for a single agent. Perhaps the Live Screen Monitor will implement this feature in the future.

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.