Genesys Cloud - Main

For Recording Management to show up as a link under Quality tab section of Admin, I have had to add Quality Administrator Role to Users.  They have Supervisor Role, Quality Evaluator Role and some Performance Management Admin.  I do not know what permissions truly allow Recording Management to show under Quality.  I would prefer to Custom Qual Eval or Supervisor if able. Outside clients login to GC to QA.  I do not want to allow any recording deletions as well. 

Why do you need them in there at all.  That is just some ORG settings that no one should have to set except admins.  If only to access Orphaned Recordings, do you really have that many to worry about?  I usually only see 1 or 2 a month.  For the Screen Recordings, what do you expect them to do in there?

For Recording Management to show up as a link under Quality tab section of Admin, I have had to add Quality Administrator Role to Users.  They have Supervisor Role, Quality Evaluator Role and some Performance Management Admin.  I do not know what permissions truly allow Recording Management to show under Quality.  I would prefer to Custom Qual Eval or Supervisor if able. Outside clients login to GC to QA.  I do not want to allow any recording deletions as well. 

I/we were told by Genesys that this is where you go to access  Live Screen Recording for QA.

Why do you need them in there at all.  That is just some ORG settings that no one should have to set except admins.  If only to access Orphaned Recordings, do you really have that many to worry about?  I usually only see 1 or 2 a month.  For the Screen Recordings, what do you expect them to do in there?

For Recording Management to show up as a link under Quality tab section of Admin, I have had to add Quality Administrator Role to Users.  They have Supervisor Role, Quality Evaluator Role and some Performance Management Admin.  I do not know what permissions truly allow Recording Management to show under Quality.  I would prefer to Custom Qual Eval or Supervisor if able. Outside clients login to GC to QA.  I do not want to allow any recording deletions as well. 

Did they tell you when?  I have seem any release information on this.  I am guessing Q2 next year and by then there would be permissions for sccess.

I/we were told by Genesys that this is where you go to access  Live Screen Recording for QA.

Why do you need them in there at all.  That is just some ORG settings that no one should have to set except admins.  If only to access Orphaned Recordings, do you really have that many to worry about?  I usually only see 1 or 2 a month.  For the Screen Recordings, what do you expect them to do in there?

For Recording Management to show up as a link under Quality tab section of Admin, I have had to add Quality Administrator Role to Users.  They have Supervisor Role, Quality Evaluator Role and some Performance Management Admin.  I do not know what permissions truly allow Recording Management to show under Quality.  I would prefer to Custom Qual Eval or Supervisor if able. Outside clients login to GC to QA.  I do not want to allow any recording deletions as well. 

Recording Management is where operations has been doing live screen monitor review since we implemented CX. 

Did they tell you when?  I have seem any release information on this.  I am guessing Q2 next year and by then there would be permissions for sccess.

I/we were told by Genesys that this is where you go to access  Live Screen Recording for QA.

Why do you need them in there at all.  That is just some ORG settings that no one should have to set except admins.  If only to access Orphaned Recordings, do you really have that many to worry about?  I usually only see 1 or 2 a month.  For the Screen Recordings, what do you expect them to do in there?

For Recording Management to show up as a link under Quality tab section of Admin, I have had to add Quality Administrator Role to Users.  They have Supervisor Role, Quality Evaluator Role and some Performance Management Admin.  I do not know what permissions truly allow Recording Management to show under Quality.  I would prefer to Custom Qual Eval or Supervisor if able. Outside clients login to GC to QA.  I do not want to allow any recording deletions as well. 

That screen just shows the ones in place but not to actually view them, correct?  All you can do in there is end them before the call finishes.  Again, how is that something that would help your QM team?

Recording Management is where operations has been doing live screen monitor review since we implemented CX. 

Did they tell you when?  I have seem any release information on this.  I am guessing Q2 next year and by then there would be permissions for sccess.

I/we were told by Genesys that this is where you go to access  Live Screen Recording for QA.

Why do you need them in there at all.  That is just some ORG settings that no one should have to set except admins.  If only to access Orphaned Recordings, do you really have that many to worry about?  I usually only see 1 or 2 a month.  For the Screen Recordings, what do you expect them to do in there?

For Recording Management to show up as a link under Quality tab section of Admin, I have had to add Quality Administrator Role to Users.  They have Supervisor Role, Quality Evaluator Role and some Performance Management Admin.  I do not know what permissions truly allow Recording Management to show under Quality.  I would prefer to Custom Qual Eval or Supervisor if able. Outside clients login to GC to QA.  I do not want to allow any recording deletions as well. 

Please correct me if i am wrong, but on the Interactions Workspace, there is no way to differentiate  a completed call from an Active call.  Is this not correct?  The only way to tell if a call is in fact live, for Live Monitor purposes, is Recording Management Manage Active Screens.   The guess and pick, from Interactions is not productive and certainly unorganized approach.  If anything should be fast-tracked for resolution, i would think this non productive way of finding Active Calls would be in the Queue.

That screen just shows the ones in place but not to actually view them, correct?  All you can do in there is end them before the call finishes.  Again, how is that something that would help your QM team?

Recording Management is where operations has been doing live screen monitor review since we implemented CX. 

Did they tell you when?  I have seem any release information on this.  I am guessing Q2 next year and by then there would be permissions for sccess.

I/we were told by Genesys that this is where you go to access  Live Screen Recording for QA.

Why do you need them in there at all.  That is just some ORG settings that no one should have to set except admins.  If only to access Orphaned Recordings, do you really have that many to worry about?  I usually only see 1 or 2 a month.  For the Screen Recordings, what do you expect them to do in there?

For Recording Management to show up as a link under Quality tab section of Admin, I have had to add Quality Administrator Role to Users.  They have Supervisor Role, Quality Evaluator Role and some Performance Management Admin.  I do not know what permissions truly allow Recording Management to show under Quality.  I would prefer to Custom Qual Eval or Supervisor if able. Outside clients login to GC to QA.  I do not want to allow any recording deletions as well. 

You can filter for Ended=No and get only active interactions.  Of course the interactions panel in the Queue Detail would show them by queue.  The dashboards can also show interactions still in queue and you can click through to the individual interactions.   Many ways to show them, and not just the ones with a screen recordings.  Let me know if none of those options work or if you have trouble finding them.

Please correct me if i am wrong, but on the Interactions Workspace, there is no way to differentiate  a completed call from an Active call.  Is this not correct?  The only way to tell if a call is in fact live, for Live Monitor purposes, is Recording Management Manage Active Screens.   The guess and pick, from Interactions is not productive and certainly unorganized approach.  If anything should be fast-tracked for resolution, i would think this non productive way of finding Active Calls would be in the Queue.

That screen just shows the ones in place but not to actually view them, correct?  All you can do in there is end them before the call finishes.  Again, how is that something that would help your QM team?

Recording Management is where operations has been doing live screen monitor review since we implemented CX. 

Did they tell you when?  I have seem any release information on this.  I am guessing Q2 next year and by then there would be permissions for sccess.

I/we were told by Genesys that this is where you go to access  Live Screen Recording for QA.

Why do you need them in there at all.  That is just some ORG settings that no one should have to set except admins.  If only to access Orphaned Recordings, do you really have that many to worry about?  I usually only see 1 or 2 a month.  For the Screen Recordings, what do you expect them to do in there?

For Recording Management to show up as a link under Quality tab section of Admin, I have had to add Quality Administrator Role to Users.  They have Supervisor Role, Quality Evaluator Role and some Performance Management Admin.  I do not know what permissions truly allow Recording Management to show under Quality.  I would prefer to Custom Qual Eval or Supervisor if able. Outside clients login to GC to QA.  I do not want to allow any recording deletions as well. 

Thx Robert, Ended=No says no data available.  sad, I was hoping that would do it.  Not sure why it doesn't return data.

You can filter for Ended=No and get only active interactions.  Of course the interactions panel in the Queue Detail would show them by queue.  The dashboards can also show interactions still in queue and you can click through to the individual interactions.   Many ways to show them, and not just the ones with a screen recordings.  Let me know if none of those options work or if you have trouble finding them.

Please correct me if i am wrong, but on the Interactions Workspace, there is no way to differentiate  a completed call from an Active call.  Is this not correct?  The only way to tell if a call is in fact live, for Live Monitor purposes, is Recording Management Manage Active Screens.   The guess and pick, from Interactions is not productive and certainly unorganized approach.  If anything should be fast-tracked for resolution, i would think this non productive way of finding Active Calls would be in the Queue.

That screen just shows the ones in place but not to actually view them, correct?  All you can do in there is end them before the call finishes.  Again, how is that something that would help your QM team?

Recording Management is where operations has been doing live screen monitor review since we implemented CX. 

Did they tell you when?  I have seem any release information on this.  I am guessing Q2 next year and by then there would be permissions for sccess.

I/we were told by Genesys that this is where you go to access  Live Screen Recording for QA.

Why do you need them in there at all.  That is just some ORG settings that no one should have to set except admins.  If only to access Orphaned Recordings, do you really have that many to worry about?  I usually only see 1 or 2 a month.  For the Screen Recordings, what do you expect them to do in there?

For Recording Management to show up as a link under Quality tab section of Admin, I have had to add Quality Administrator Role to Users.  They have Supervisor Role, Quality Evaluator Role and some Performance Management Admin.  I do not know what permissions truly allow Recording Management to show under Quality.  I would prefer to Custom Qual Eval or Supervisor if able. Outside clients login to GC to QA.  I do not want to allow any recording deletions as well. 

If you inched Yes and leave No checked, you should get all the active conversations including waiting answers interacting with agents.  It will kot show disconnected ones.

Thx Robert, Ended=No says no data available.  sad, I was hoping that would do it.  Not sure why it doesn't return data.

You can filter for Ended=No and get only active interactions.  Of course the interactions panel in the Queue Detail would show them by queue.  The dashboards can also show interactions still in queue and you can click through to the individual interactions.   Many ways to show them, and not just the ones with a screen recordings.  Let me know if none of those options work or if you have trouble finding them.

Please correct me if i am wrong, but on the Interactions Workspace, there is no way to differentiate  a completed call from an Active call.  Is this not correct?  The only way to tell if a call is in fact live, for Live Monitor purposes, is Recording Management Manage Active Screens.   The guess and pick, from Interactions is not productive and certainly unorganized approach.  If anything should be fast-tracked for resolution, i would think this non productive way of finding Active Calls would be in the Queue.

That screen just shows the ones in place but not to actually view them, correct?  All you can do in there is end them before the call finishes.  Again, how is that something that would help your QM team?

Recording Management is where operations has been doing live screen monitor review since we implemented CX. 

Did they tell you when?  I have seem any release information on this.  I am guessing Q2 next year and by then there would be permissions for sccess.

I/we were told by Genesys that this is where you go to access  Live Screen Recording for QA.

Why do you need them in there at all.  That is just some ORG settings that no one should have to set except admins.  If only to access Orphaned Recordings, do you really have that many to worry about?  I usually only see 1 or 2 a month.  For the Screen Recordings, what do you expect them to do in there?

For Recording Management to show up as a link under Quality tab section of Admin, I have had to add Quality Administrator Role to Users.  They have Supervisor Role, Quality Evaluator Role and some Performance Management Admin.  I do not know what permissions truly allow Recording Management to show under Quality.  I would prefer to Custom Qual Eval or Supervisor if able. Outside clients login to GC to QA.  I do not want to allow any recording deletions as well. 

Let's revisit the issue - Live Monitor.  Even if i hit an active call, or go find an active call on the Queue tab, then go to Interactions and find the agent.  I still can't live monitor the agent, it just says recording in progress.  If there is a way outside of Recording Management Active Screen Recording, IDK what that is.  I am also talking screen and voice, not just voice.

If you inched Yes and leave No checked, you should get all the active conversations including waiting answers interacting with agents.  It will kot show disconnected ones.

Thx Robert, Ended=No says no data available.  sad, I was hoping that would do it.  Not sure why it doesn't return data.

You can filter for Ended=No and get only active interactions.  Of course the interactions panel in the Queue Detail would show them by queue.  The dashboards can also show interactions still in queue and you can click through to the individual interactions.   Many ways to show them, and not just the ones with a screen recordings.  Let me know if none of those options work or if you have trouble finding them.

Please correct me if i am wrong, but on the Interactions Workspace, there is no way to differentiate  a completed call from an Active call.  Is this not correct?  The only way to tell if a call is in fact live, for Live Monitor purposes, is Recording Management Manage Active Screens.   The guess and pick, from Interactions is not productive and certainly unorganized approach.  If anything should be fast-tracked for resolution, i would think this non productive way of finding Active Calls would be in the Queue.

That screen just shows the ones in place but not to actually view them, correct?  All you can do in there is end them before the call finishes.  Again, how is that something that would help your QM team?

Recording Management is where operations has been doing live screen monitor review since we implemented CX. 

Did they tell you when?  I have seem any release information on this.  I am guessing Q2 next year and by then there would be permissions for sccess.

I/we were told by Genesys that this is where you go to access  Live Screen Recording for QA.

Why do you need them in there at all.  That is just some ORG settings that no one should have to set except admins.  If only to access Orphaned Recordings, do you really have that many to worry about?  I usually only see 1 or 2 a month.  For the Screen Recordings, what do you expect them to do in there?

For Recording Management to show up as a link under Quality tab section of Admin, I have had to add Quality Administrator Role to Users.  They have Supervisor Role, Quality Evaluator Role and some Performance Management Admin.  I do not know what permissions truly allow Recording Management to show under Quality.  I would prefer to Custom Qual Eval or Supervisor if able. Outside clients login to GC to QA.  I do not want to allow any recording deletions as well. 

You must be on some version that is 6 months ahead of its time.  The Recording Management just shows you what screen recordings are taking place.  When you click on the interaction date:

That will take you to the Interactions Screen where you can live monitor (voice or digital only) the agent or the caller side of the call.  There is now way presently to see the screen of the agent in real-time - only after the call disconnects.  Can you show screen shots of what you see?  That ability to live monitor screens is not even built and planned for later next year:

Let's revisit the issue - Live Monitor.  Even if i hit an active call, or go find an active call on the Queue tab, then go to Interactions and find the agent.  I still can't live monitor the agent, it just says recording in progress.  If there is a way outside of Recording Management Active Screen Recording, IDK what that is.  I am also talking screen and voice, not just voice.

If you inched Yes and leave No checked, you should get all the active conversations including waiting answers interacting with agents.  It will kot show disconnected ones.

Thx Robert, Ended=No says no data available.  sad, I was hoping that would do it.  Not sure why it doesn't return data.

You can filter for Ended=No and get only active interactions.  Of course the interactions panel in the Queue Detail would show them by queue.  The dashboards can also show interactions still in queue and you can click through to the individual interactions.   Many ways to show them, and not just the ones with a screen recordings.  Let me know if none of those options work or if you have trouble finding them.

Please correct me if i am wrong, but on the Interactions Workspace, there is no way to differentiate  a completed call from an Active call.  Is this not correct?  The only way to tell if a call is in fact live, for Live Monitor purposes, is Recording Management Manage Active Screens.   The guess and pick, from Interactions is not productive and certainly unorganized approach.  If anything should be fast-tracked for resolution, i would think this non productive way of finding Active Calls would be in the Queue.

That screen just shows the ones in place but not to actually view them, correct?  All you can do in there is end them before the call finishes.  Again, how is that something that would help your QM team?

Recording Management is where operations has been doing live screen monitor review since we implemented CX. 

Did they tell you when?  I have seem any release information on this.  I am guessing Q2 next year and by then there would be permissions for sccess.

I/we were told by Genesys that this is where you go to access  Live Screen Recording for QA.

Why do you need them in there at all.  That is just some ORG settings that no one should have to set except admins.  If only to access Orphaned Recordings, do you really have that many to worry about?  I usually only see 1 or 2 a month.  For the Screen Recordings, what do you expect them to do in there?

For Recording Management to show up as a link under Quality tab section of Admin, I have had to add Quality Administrator Role to Users.  They have Supervisor Role, Quality Evaluator Role and some Performance Management Admin.  I do not know what permissions truly allow Recording Management to show under Quality.  I would prefer to Custom Qual Eval or Supervisor if able. Outside clients login to GC to QA.  I do not want to allow any recording deletions as well. 

I agree with you on the no active screen, spoke ahead of my self, or confusing myself.  Live monitor voice is what they are after.  As for Active Screen Management.  I earlier emailed them asking what purpose this is serving for them to have access to it.  I will follow up tomorrow.  I can't remember why our PS told them to go there and for what.  The pain...........

You must be on some version that is 6 months ahead of its time.  The Recording Management just shows you what screen recordings are taking place.  When you click on the interaction date:

That will take you to the Interactions Screen where you can live monitor (voice or digital only) the agent or the caller side of the call.  There is now way presently to see the screen of the agent in real-time - only after the call disconnects.  Can you show screen shots of what you see?  That ability to live monitor screens is not even built and planned for later next year:

Let's revisit the issue - Live Monitor.  Even if i hit an active call, or go find an active call on the Queue tab, then go to Interactions and find the agent.  I still can't live monitor the agent, it just says recording in progress.  If there is a way outside of Recording Management Active Screen Recording, IDK what that is.  I am also talking screen and voice, not just voice.

If you inched Yes and leave No checked, you should get all the active conversations including waiting answers interacting with agents.  It will kot show disconnected ones.

Thx Robert, Ended=No says no data available.  sad, I was hoping that would do it.  Not sure why it doesn't return data.

You can filter for Ended=No and get only active interactions.  Of course the interactions panel in the Queue Detail would show them by queue.  The dashboards can also show interactions still in queue and you can click through to the individual interactions.   Many ways to show them, and not just the ones with a screen recordings.  Let me know if none of those options work or if you have trouble finding them.

Please correct me if i am wrong, but on the Interactions Workspace, there is no way to differentiate  a completed call from an Active call.  Is this not correct?  The only way to tell if a call is in fact live, for Live Monitor purposes, is Recording Management Manage Active Screens.   The guess and pick, from Interactions is not productive and certainly unorganized approach.  If anything should be fast-tracked for resolution, i would think this non productive way of finding Active Calls would be in the Queue.

That screen just shows the ones in place but not to actually view them, correct?  All you can do in there is end them before the call finishes.  Again, how is that something that would help your QM team?

Recording Management is where operations has been doing live screen monitor review since we implemented CX. 

Did they tell you when?  I have seem any release information on this.  I am guessing Q2 next year and by then there would be permissions for sccess.

I/we were told by Genesys that this is where you go to access  Live Screen Recording for QA.

Why do you need them in there at all.  That is just some ORG settings that no one should have to set except admins.  If only to access Orphaned Recordings, do you really have that many to worry about?  I usually only see 1 or 2 a month.  For the Screen Recordings, what do you expect them to do in there?

For Recording Management to show up as a link under Quality tab section of Admin, I have had to add Quality Administrator Role to Users.  They have Supervisor Role, Quality Evaluator Role and some Performance Management Admin.  I do not know what permissions truly allow Recording Management to show under Quality.  I would prefer to Custom Qual Eval or Supervisor if able. Outside clients login to GC to QA.  I do not want to allow any recording deletions as well. 

There was your problem - believing PSO knew how to run a contact center.  I would prefer the Interactions view or a Dashboard view.  Also, I just read this: 

.  Screen Recording Management

On March 27, 2024, Genesys will remove the Manage active screen recordings UI and replace it with a count of active screen recordings on the Recording Management UI. This removal means that the corresponding APIs will also be deprecated and will not support new features in the future. 

The Manage active screen recordings view is less efficient for handling a large volume of recordings and is not user-friendly for administrators. The new active screen recording count simplifies administrative tasks, improves scalability, and gives more consistent response times when using Genesys Cloud.

I agree with you on the no active screen, spoke ahead of my self, or confusing myself.  Live monitor voice is what they are after.  As for Active Screen Management.  I earlier emailed them asking what purpose this is serving for them to have access to it.  I will follow up tomorrow.  I can't remember why our PS told them to go there and for what.  The pain...........

You must be on some version that is 6 months ahead of its time.  The Recording Management just shows you what screen recordings are taking place.  When you click on the interaction date:

That will take you to the Interactions Screen where you can live monitor (voice or digital only) the agent or the caller side of the call.  There is now way presently to see the screen of the agent in real-time - only after the call disconnects.  Can you show screen shots of what you see?  That ability to live monitor screens is not even built and planned for later next year:

Let's revisit the issue - Live Monitor.  Even if i hit an active call, or go find an active call on the Queue tab, then go to Interactions and find the agent.  I still can't live monitor the agent, it just says recording in progress.  If there is a way outside of Recording Management Active Screen Recording, IDK what that is.  I am also talking screen and voice, not just voice.

If you inched Yes and leave No checked, you should get all the active conversations including waiting answers interacting with agents.  It will kot show disconnected ones.

Thx Robert, Ended=No says no data available.  sad, I was hoping that would do it.  Not sure why it doesn't return data.

You can filter for Ended=No and get only active interactions.  Of course the interactions panel in the Queue Detail would show them by queue.  The dashboards can also show interactions still in queue and you can click through to the individual interactions.   Many ways to show them, and not just the ones with a screen recordings.  Let me know if none of those options work or if you have trouble finding them.

Please correct me if i am wrong, but on the Interactions Workspace, there is no way to differentiate  a completed call from an Active call.  Is this not correct?  The only way to tell if a call is in fact live, for Live Monitor purposes, is Recording Management Manage Active Screens.   The guess and pick, from Interactions is not productive and certainly unorganized approach.  If anything should be fast-tracked for resolution, i would think this non productive way of finding Active Calls would be in the Queue.

That screen just shows the ones in place but not to actually view them, correct?  All you can do in there is end them before the call finishes.  Again, how is that something that would help your QM team?

Recording Management is where operations has been doing live screen monitor review since we implemented CX. 

Did they tell you when?  I have seem any release information on this.  I am guessing Q2 next year and by then there would be permissions for sccess.

I/we were told by Genesys that this is where you go to access  Live Screen Recording for QA.

Why do you need them in there at all.  That is just some ORG settings that no one should have to set except admins.  If only to access Orphaned Recordings, do you really have that many to worry about?  I usually only see 1 or 2 a month.  For the Screen Recordings, what do you expect them to do in there?

For Recording Management to show up as a link under Quality tab section of Admin, I have had to add Quality Administrator Role to Users.  They have Supervisor Role, Quality Evaluator Role and some Performance Management Admin.  I do not know what permissions truly allow Recording Management to show under Quality.  I would prefer to Custom Qual Eval or Supervisor if able. Outside clients login to GC to QA.  I do not want to allow any recording deletions as well. 

wow.  That is great info.  Robert, thank you very much.  I almost hate to start from zero, but once more (or pretend they don't call me son because I'm bright.)  what Role, or permissions is needed for Live audio Monitor, and where is that accomplished from please?

Let me also add, I  have clients, that are only allowed to see their program, and then I have Users/Clients that are allowed and need to see all programs.  I am FedRamp Gov space.  Outsource CC provider.  Thx for all your help and continuing to help me sort this out. 

There was your problem - believing PSO knew how to run a contact center.  I would prefer the Interactions view or a Dashboard view.  Also, I just read this: 

.  Screen Recording Management

On March 27, 2024, Genesys will remove the Manage active screen recordings UI and replace it with a count of active screen recordings on the Recording Management UI. This removal means that the corresponding APIs will also be deprecated and will not support new features in the future. 

The Manage active screen recordings view is less efficient for handling a large volume of recordings and is not user-friendly for administrators. The new active screen recording count simplifies administrative tasks, improves scalability, and gives more consistent response times when using Genesys Cloud.

I agree with you on the no active screen, spoke ahead of my self, or confusing myself.  Live monitor voice is what they are after.  As for Active Screen Management.  I earlier emailed them asking what purpose this is serving for them to have access to it.  I will follow up tomorrow.  I can't remember why our PS told them to go there and for what.  The pain...........

You must be on some version that is 6 months ahead of its time.  The Recording Management just shows you what screen recordings are taking place.  When you click on the interaction date:

That will take you to the Interactions Screen where you can live monitor (voice or digital only) the agent or the caller side of the call.  There is now way presently to see the screen of the agent in real-time - only after the call disconnects.  Can you show screen shots of what you see?  That ability to live monitor screens is not even built and planned for later next year:

Let's revisit the issue - Live Monitor.  Even if i hit an active call, or go find an active call on the Queue tab, then go to Interactions and find the agent.  I still can't live monitor the agent, it just says recording in progress.  If there is a way outside of Recording Management Active Screen Recording, IDK what that is.  I am also talking screen and voice, not just voice.

If you inched Yes and leave No checked, you should get all the active conversations including waiting answers interacting with agents.  It will kot show disconnected ones.

Thx Robert, Ended=No says no data available.  sad, I was hoping that would do it.  Not sure why it doesn't return data.

You can filter for Ended=No and get only active interactions.  Of course the interactions panel in the Queue Detail would show them by queue.  The dashboards can also show interactions still in queue and you can click through to the individual interactions.   Many ways to show them, and not just the ones with a screen recordings.  Let me know if none of those options work or if you have trouble finding them.

Please correct me if i am wrong, but on the Interactions Workspace, there is no way to differentiate  a completed call from an Active call.  Is this not correct?  The only way to tell if a call is in fact live, for Live Monitor purposes, is Recording Management Manage Active Screens.   The guess and pick, from Interactions is not productive and certainly unorganized approach.  If anything should be fast-tracked for resolution, i would think this non productive way of finding Active Calls would be in the Queue.

That screen just shows the ones in place but not to actually view them, correct?  All you can do in there is end them before the call finishes.  Again, how is that something that would help your QM team?

Recording Management is where operations has been doing live screen monitor review since we implemented CX. 

Did they tell you when?  I have seem any release information on this.  I am guessing Q2 next year and by then there would be permissions for sccess.

I/we were told by Genesys that this is where you go to access  Live Screen Recording for QA.

Why do you need them in there at all.  That is just some ORG settings that no one should have to set except admins.  If only to access Orphaned Recordings, do you really have that many to worry about?  I usually only see 1 or 2 a month.  For the Screen Recordings, what do you expect them to do in there?

For Recording Management to show up as a link under Quality tab section of Admin, I have had to add Quality Administrator Role to Users.  They have Supervisor Role, Quality Evaluator Role and some Performance Management Admin.  I do not know what permissions truly allow Recording Management to show under Quality.  I would prefer to Custom Qual Eval or Supervisor if able. Outside clients login to GC to QA.  I do not want to allow any recording deletions as well. 

For monitoring calls, follow this resource:  Monitor and coach in-progress voice interactions - Genesys Cloud Resource Center (mypurecloud.com).

Monitoring of digital interactions including web messaging will be out around November 14th.  Here is the resource:  Monitor in-progress digital interactions - Genesys Cloud Resource Center (mypurecloud.com)

As for the separation, you will want to put their queues and users in their own division and only give them access to that division.  

wow.  That is great info.  Robert, thank you very much.  I almost hate to start from zero, but once more (or pretend they don't call me son because I'm bright.)  what Role, or permissions is needed for Live audio Monitor, and where is that accomplished from please?

Let me also add, I  have clients, that are only allowed to see their program, and then I have Users/Clients that are allowed and need to see all programs.  I am FedRamp Gov space.  Outsource CC provider.  Thx for all your help and continuing to help me sort this out. 

There was your problem - believing PSO knew how to run a contact center.  I would prefer the Interactions view or a Dashboard view.  Also, I just read this: 

.  Screen Recording Management

On March 27, 2024, Genesys will remove the Manage active screen recordings UI and replace it with a count of active screen recordings on the Recording Management UI. This removal means that the corresponding APIs will also be deprecated and will not support new features in the future. 

The Manage active screen recordings view is less efficient for handling a large volume of recordings and is not user-friendly for administrators. The new active screen recording count simplifies administrative tasks, improves scalability, and gives more consistent response times when using Genesys Cloud.

I agree with you on the no active screen, spoke ahead of my self, or confusing myself.  Live monitor voice is what they are after.  As for Active Screen Management.  I earlier emailed them asking what purpose this is serving for them to have access to it.  I will follow up tomorrow.  I can't remember why our PS told them to go there and for what.  The pain...........

You must be on some version that is 6 months ahead of its time.  The Recording Management just shows you what screen recordings are taking place.  When you click on the interaction date:

That will take you to the Interactions Screen where you can live monitor (voice or digital only) the agent or the caller side of the call.  There is now way presently to see the screen of the agent in real-time - only after the call disconnects.  Can you show screen shots of what you see?  That ability to live monitor screens is not even built and planned for later next year:

Let's revisit the issue - Live Monitor.  Even if i hit an active call, or go find an active call on the Queue tab, then go to Interactions and find the agent.  I still can't live monitor the agent, it just says recording in progress.  If there is a way outside of Recording Management Active Screen Recording, IDK what that is.  I am also talking screen and voice, not just voice.

If you inched Yes and leave No checked, you should get all the active conversations including waiting answers interacting with agents.  It will kot show disconnected ones.

Thx Robert, Ended=No says no data available.  sad, I was hoping that would do it.  Not sure why it doesn't return data.

You can filter for Ended=No and get only active interactions.  Of course the interactions panel in the Queue Detail would show them by queue.  The dashboards can also show interactions still in queue and you can click through to the individual interactions.   Many ways to show them, and not just the ones with a screen recordings.  Let me know if none of those options work or if you have trouble finding them.

Please correct me if i am wrong, but on the Interactions Workspace, there is no way to differentiate  a completed call from an Active call.  Is this not correct?  The only way to tell if a call is in fact live, for Live Monitor purposes, is Recording Management Manage Active Screens.   The guess and pick, from Interactions is not productive and certainly unorganized approach.  If anything should be fast-tracked for resolution, i would think this non productive way of finding Active Calls would be in the Queue.

That screen just shows the ones in place but not to actually view them, correct?  All you can do in there is end them before the call finishes.  Again, how is that something that would help your QM team?

Recording Management is where operations has been doing live screen monitor review since we implemented CX. 

Did they tell you when?  I have seem any release information on this.  I am guessing Q2 next year and by then there would be permissions for sccess.

I/we were told by Genesys that this is where you go to access  Live Screen Recording for QA.

Why do you need them in there at all.  That is just some ORG settings that no one should have to set except admins.  If only to access Orphaned Recordings, do you really have that many to worry about?  I usually only see 1 or 2 a month.  For the Screen Recordings, what do you expect them to do in there?

For Recording Management to show up as a link under Quality tab section of Admin, I have had to add Quality Administrator Role to Users.  They have Supervisor Role, Quality Evaluator Role and some Performance Management Admin.  I do not know what permissions truly allow Recording Management to show under Quality.  I would prefer to Custom Qual Eval or Supervisor if able. Outside clients login to GC to QA.  I do not want to allow any recording deletions as well.