Hi Emma,
Scheduling a monitoring session specifically for this is not possible.
However, it is possible to create specific alerts.
You can create alerts based on the agent's conversation or presence metric type.
In the example below, when the agent Kaio (my user) is in the "Interacting" status, it will send an email or even an alert via Genesys.
There are several other metrics that can be used to generate the alert.
I hope this helps you.
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Kaio Oliveira
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM
PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
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Original Message:
Sent: 02-19-2026 17:46
From: Emma Budgen
Subject: Schedule Live Quality Assurance Sessions
Is it possible to schedule live Quality Assurance monitoring sessions so that when an interaction is routed to a specific agent, a notification is automatically sent to the assigned Quality Advisor?
Ideally, the QA would not need to manually monitor dashboard or rely on alerts. Instead, when the agent receives an interaction, the QA could automatically receive a prompt and join the call in real time.
Thanks in advance.
#WEM-Quality,WFM,Gamification,etc
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Emma Budgen
Systems Administrator
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