Workforce Engagement Management

Hi, we are looking to do a demo on the live screen monitoring function that has been released, but when i click to monitor a screen, it goes to connecting then the tab disappears and says I'm monitoring but there is no actual live video of the monitoring? Can anyone assist with this or have similar issues?

Good Day Bryce

I tested this on my side and was able to successfully monitor the agent screen via a tab in the browser.

Can you confirm if the agent is using the Application, or if the agent is logged in via the browser?
Below are some links from resource center which assisted me with the setup and testing.

https://help.genesys.cloud/articles/live-screen-monitoring-overview/
https://help.genesys.cloud/articles/monitor-an-agents-screen-during-an-interaction/
https://help.genesys.cloud/articles/monitor-an-agents-screen-during-an-interaction/
https://help.genesys.cloud/articles/monitor-an-agents-screens-across-interactions/

Also worth looking at the supported environments as I used chrome browser for my inital testing which also did not work.

Hope this helps.

Regards