Genesys Cloud - Main

Hello,

We are implementing Service Cloud Voice with Genesys Cloud CX and we are currently testing the supervisor capabilities in Salesforce Omni Supervisor.

We tried to use the live monitoring (listen-in) feature from Omni Supervisor, but it is not working as expected. The monitoring session does not start, and we are unable to listen to active calls.

Can you please confirm if live monitoring (listen-in) is currently supported in the context of Genesys Cloud CX integrated with Salesforce Service Cloud Voice?
If it is supported, could you please share the required configuration steps or any known limitations?

Thank you for your help.

Hi,

Live monitoring (listen-in) is not supported via Omni Supervisor when using Genesys Cloud with Salesforce Service Cloud Voice.

This capability is handled natively in Genesys Cloud, not from the Salesforce Omni Supervisor interface.