Genesys Cloud - Developer Community!

Hi there!

Is there a way to be able to get a report of all call that a supervisor "live Listened" to in a time frame?

Thanks!

Sylvain

Hi Sylvain,

There are a few ways you can get this information:

Method 1 - Interaction View (Participant filtering)

This is probably the most direct approach.

• Go to Performance → Workspace → Interactions
• Set your desired date range
• Apply a filter for User (select the supervisor)
• Look for interactions where the supervisor appears as a participant

You can then open an interaction and check the Timeline tab, which shows when monitoring started/stopped (usually indicated with a binocular icon).

Method 2: Audit Viewer

If you're after more of an audit trail:

• Go to Admin → Troubleshooting → Audit Viewer
• Filter by User (supervisor) and date range
• Look for monitoring-related actions (start/stop monitoring)

Method 3: Analytics API (for testing)

For more advanced or recurring reporting, some organisations use the Analytics API to extract participant data (where purpose = monitor) and build custom reports (e.g. in Power BI).

Hi there!

Is there a way to be able to get a report of all call that a supervisor "live Listened" to in a time frame?

Thanks!

Sylvain