Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Real-time Monitor permissions

    Posted 11-06-2025 12:26
    No replies, thread closed.

    Hi all,

    Recently we noticed Real-time Monitor permissions which, based on description, allow to monitor agent screen on real time, but I didn't find any documentation how to set that up or how those permissions need to be set or used.

    Are those permissions were added in advance and documentation hasn't been updated?

    Thanks


    #Implementation

    ------------------------------
    Vitalii Hetman
    Genesys Professional Services Engineer
    ------------------------------


  • 2.  RE: Real-time Monitor permissions

    Posted 11-06-2025 17:08
    No replies, thread closed.

    Hello Vitalii,

    I'm not seeing anything in this week or next week's Release Notes that would affect this. My guess is that they may be adjusting the current permissions for monitoring an agent's interactions but I will need to do some digging to confirm. 

    If you would like to monitor an agent's interactions, you can do so with a different set of permissions. I would recommend checking out this article from the Resource Center for more information.



    ------------------------------
    Jason Kleitz
    Online Community Manager/Moderator
    ------------------------------



  • 3.  RE: Real-time Monitor permissions
    Best Answer

    Posted 11-07-2025 10:28
    No replies, thread closed.

    Hi Vitalii,

    These permissions are in prep for the new feature in development for Live Screen Monitoring. 

    https://genesyscloud.ideas.aha.io/ideas/WEM-I-768 



    ------------------------------
    Josh Wilcox
    Principal PS Consultant
    Genesys
    ------------------------------



  • 4.  RE: Real-time Monitor permissions

    Posted 11-07-2025 10:53
    No replies, thread closed.

    Hi Josh, 

    thank you for clarifying!



    ------------------------------
    Vitalii Hetman
    Genesys Professional Services Engineer
    ------------------------------

    Original Message


Related Content