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  • 1.  Supervisor monitoring Interactions

    Posted 04-16-2025 17:50
    No replies, thread closed.

    Me again! My supervisors are advising me that they are unable to monitor a complete "LIVE" call.  When they log in to monitor their Agent there is a delay and not able to listen to the complete call.  We currently do not have all feature turned on for Geneye's cloud.  My questions is, if we turn on Team communicator feature will this allow the Supervisor to continuously live monitor-as many interactions the Supervisor wants to listen to in one session, with one Agent? Or will they have to sign in and out with each interaction?  Is there another way to continuously monitor with another feature?     Thank you so much for your help!


    #Interaction/ScreenRecording

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    Roxanne Tieman
    Supervisor, Claims Call Center
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  • 2.  RE: Supervisor monitoring Interactions

    Posted 04-17-2025 09:42
    No replies, thread closed.

    At the moment, call monitoring is done at a per interaction basis.  So supervisors do need to keep issuing the monitor command for each interaction.

    The continuous call monitoring capability is tracked by the Idea https://genesyscloud.ideas.aha.io/ideas/DIG-I-888



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    Director, Product Management – Recording and Real-time Supervision
    Workforce Engagement Management (WEM)
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  • 3.  RE: Supervisor monitoring Interactions

    Posted 04-18-2025 16:50
    No replies, thread closed.

    In the old Interaction Client days, a supervisory user could hop on a specific queue and start monitoring each call coming in. We used to call it the "supervisor radio." It would be nice if a similar function was available in the future. 



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    James Starling
    Member Service Center Quality Assurance Manager
    Global Federal Credit Union
    j.starling@globalcu.org
    Anchorage, AK
    United States
    ------------------------------

    Original Message


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