Genesys Cloud - Main

 View Only

Sign Up

  • 1.  Schedule Live Quality Assurance Sessions

    Posted 02-19-2026 17:46

    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

    ------------------------------
    Emma Budgen
    Systems Administrator
    ------------------------------


  • 2.  RE: Schedule Live Quality Assurance Sessions
    Best Answer

    Posted 02-19-2026 20:52

    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.



    ------------------------------
    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.
    ------------------------------



  • 3.  RE: Schedule Live Quality Assurance Sessions

    Posted 02-20-2026 00:03

    Thanks Kaio,

    I have set up alerts for this, but was hoping there was other functionality.

    Appreciate the response :)



    ------------------------------
    Emma Budgen
    Systems Administrator
    ------------------------------

    Original Message


  • 4.  RE: Schedule Live Quality Assurance Sessions

    Posted 02-20-2026 00:20

    In addition to what Kaio mentioned, if you're looking to automate the notification piece, you could consider using Conversation Triggers with Workflows for that particular agent.



    ------------------------------
    Phaneendra
    Technical Solutions Consultant
    Monash University
    Australia
    ------------------------------



  • 5.  RE: Schedule Live Quality Assurance Sessions

    Posted 02-22-2026 16:37

    Thanks for the suggestion Phaneendra.

    I have raised an idea in Product Ideas Lab for what it is we are looking for exactly, in the meantime, will continue to use alerts. 

    WERTSE-I-27




    ------------------------------
    Emma Budgen
    Systems Administrator
    ------------------------------

    Original Message


Related Content