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🚀 Upcoming feature: Agent State Monitoring API and Real-Time Agent Activity Monitoring on Dashboard

Throughout this week we're launching the first release of our new Agent Monitoring API, built to give supervisors powerful, real-time visibility into agent activity across your contact center.

🔍 What's New?

Supervisors and developers now have access to a public API that returns live agent conversation data, with the ability to filter and sort by dozens of operational criteria. It's a major step forward in enabling faster decision-making and more proactive team support.

Documentation: https://developer.genesys.cloud/analyticsdatamanagement/analytics/agentstatus/

🧩 Key Capabilities

• Live Agent Visibility
  Get near-instant insight into agents' active conversations, with data refreshed within 5 seconds.
• Flexible Filtering
  Focus in on agents by division, queue, skill, language, conversation state (e.g., on hold, in ACW), media type, and more.
• Advanced Sorting
  Sort agent and session lists by agent name, time in session, or manager reporting structure.
• Segment State Counts
  Use the built-in count API to power dashboards showing how many agents are in each session state (e.g., interact, wrap-up).

🖥️ Coming Soon to the UI

Along with our new API, we're just days away from launching new UI dashboard widget – Agent Activity - that brings this data directly into your Agent Monitoring experience.

Supervisors will be able to:

• Filter the agent list by criteria such as division, queue, skills, or live conversation state, reporting manager, media type, inbound or outbound direction of the conversation
• Sort agents by conversation segment's duration or agent names
• Drill into active conversations and see what each agent is currently handling - across media types.

Agent activity widget, when configured, will be shown on the dashboard as shown below:

This widget can be configured on dashboard by selecting the "Agent Activity" widget type as shown below:

Part of the widget configuration, filters can be specified to select the list of agents. Key supported filters are:

·         Agent's Assigned Skills

·         Agent's assigned languages

·         Based on direct report manager assigned in directory

·         Agent's assigned division name

·         Based on the specific queue that the agents are assigned to

·         Based on the specific segment type of an interaction (ex: ACW, Hold etc)

·         Routing Skills: Based on specific skills that are attached to the conversation as part of routing

·         Requested Language: Based on specific languages requested for the conversations as part of routing

·         Media Type

With segment selection, the widget displays the count of total number of agents in each selected segment across the organization.

Dashboard viewers can also apply segment filtering on the widget display without needing to edit the widget, as shown below.

🛣️ What's Coming Next?

This is just the beginning. Future phases of the Agent Monitoring API and UI capabilities under consideration include:

• Presence & Routing Status
• Work Item Activity
• Analytics Workspace Agent Monitoring UI
• Workforce Management Data
• Agent Utilization Monitoring
• Time Since Last ACD Assignment

🚀 Upcoming feature: Agent State Monitoring API and Real-Time Agent Activity Monitoring on Dashboard

Throughout this week we're launching the first release of our new Agent Monitoring API, built to give supervisors powerful, real-time visibility into agent activity across your contact center.

🔍 What's New?

Supervisors and developers now have access to a public API that returns live agent conversation data, with the ability to filter and sort by dozens of operational criteria. It's a major step forward in enabling faster decision-making and more proactive team support.

Documentation: https://developer.genesys.cloud/analyticsdatamanagement/analytics/agentstatus/

🧩 Key Capabilities

• Live Agent Visibility
  Get near-instant insight into agents' active conversations, with data refreshed within 5 seconds.
• Flexible Filtering
  Focus in on agents by division, queue, skill, language, conversation state (e.g., on hold, in ACW), media type, and more.
• Advanced Sorting
  Sort agent and session lists by agent name, time in session, or manager reporting structure.
• Segment State Counts
  Use the built-in count API to power dashboards showing how many agents are in each session state (e.g., interact, wrap-up).

🖥️ Coming Soon to the UI

Along with our new API, we're just days away from launching new UI dashboard widget – Agent Activity - that brings this data directly into your Agent Monitoring experience.

Supervisors will be able to:

• Filter the agent list by criteria such as division, queue, skills, or live conversation state, reporting manager, media type, inbound or outbound direction of the conversation
• Sort agents by conversation segment's duration or agent names
• Drill into active conversations and see what each agent is currently handling - across media types.

Agent activity widget, when configured, will be shown on the dashboard as shown below:

This widget can be configured on dashboard by selecting the "Agent Activity" widget type as shown below:

Part of the widget configuration, filters can be specified to select the list of agents. Key supported filters are:

·         Agent's Assigned Skills

·         Agent's assigned languages

·         Based on direct report manager assigned in directory

·         Agent's assigned division name

·         Based on the specific queue that the agents are assigned to

·         Based on the specific segment type of an interaction (ex: ACW, Hold etc)

·         Routing Skills: Based on specific skills that are attached to the conversation as part of routing

·         Requested Language: Based on specific languages requested for the conversations as part of routing

·         Media Type

With segment selection, the widget displays the count of total number of agents in each selected segment across the organization.

Dashboard viewers can also apply segment filtering on the widget display without needing to edit the widget, as shown below.

🛣️ What's Coming Next?

This is just the beginning. Future phases of the Agent Monitoring API and UI capabilities under consideration include:

• Presence & Routing Status
• Work Item Activity
• Analytics Workspace Agent Monitoring UI
• Workforce Management Data
• Agent Utilization Monitoring
• Time Since Last ACD Assignment

🚀 Upcoming feature: Agent State Monitoring API and Real-Time Agent Activity Monitoring on Dashboard

Throughout this week we're launching the first release of our new Agent Monitoring API, built to give supervisors powerful, real-time visibility into agent activity across your contact center.

🔍 What's New?

Supervisors and developers now have access to a public API that returns live agent conversation data, with the ability to filter and sort by dozens of operational criteria. It's a major step forward in enabling faster decision-making and more proactive team support.

Documentation: https://developer.genesys.cloud/analyticsdatamanagement/analytics/agentstatus/

🧩 Key Capabilities

• Live Agent Visibility
  Get near-instant insight into agents' active conversations, with data refreshed within 5 seconds.
• Flexible Filtering
  Focus in on agents by division, queue, skill, language, conversation state (e.g., on hold, in ACW), media type, and more.
• Advanced Sorting
  Sort agent and session lists by agent name, time in session, or manager reporting structure.
• Segment State Counts
  Use the built-in count API to power dashboards showing how many agents are in each session state (e.g., interact, wrap-up).

🖥️ Coming Soon to the UI

Along with our new API, we're just days away from launching new UI dashboard widget – Agent Activity - that brings this data directly into your Agent Monitoring experience.

Supervisors will be able to:

• Filter the agent list by criteria such as division, queue, skills, or live conversation state, reporting manager, media type, inbound or outbound direction of the conversation
• Sort agents by conversation segment's duration or agent names
• Drill into active conversations and see what each agent is currently handling - across media types.

Agent activity widget, when configured, will be shown on the dashboard as shown below:

This widget can be configured on dashboard by selecting the "Agent Activity" widget type as shown below:

Part of the widget configuration, filters can be specified to select the list of agents. Key supported filters are:

·         Agent's Assigned Skills

·         Agent's assigned languages

·         Based on direct report manager assigned in directory

·         Agent's assigned division name

·         Based on the specific queue that the agents are assigned to

·         Based on the specific segment type of an interaction (ex: ACW, Hold etc)

·         Routing Skills: Based on specific skills that are attached to the conversation as part of routing

·         Requested Language: Based on specific languages requested for the conversations as part of routing

·         Media Type

With segment selection, the widget displays the count of total number of agents in each selected segment across the organization.

Dashboard viewers can also apply segment filtering on the widget display without needing to edit the widget, as shown below.

🛣️ What's Coming Next?

This is just the beginning. Future phases of the Agent Monitoring API and UI capabilities under consideration include:

• Presence & Routing Status
• Work Item Activity
• Analytics Workspace Agent Monitoring UI
• Workforce Management Data
• Agent Utilization Monitoring
• Time Since Last ACD Assignment

🚀 Upcoming feature: Agent State Monitoring API and Real-Time Agent Activity Monitoring on Dashboard

Throughout this week we're launching the first release of our new Agent Monitoring API, built to give supervisors powerful, real-time visibility into agent activity across your contact center.

🔍 What's New?

Supervisors and developers now have access to a public API that returns live agent conversation data, with the ability to filter and sort by dozens of operational criteria. It's a major step forward in enabling faster decision-making and more proactive team support.

Documentation: https://developer.genesys.cloud/analyticsdatamanagement/analytics/agentstatus/

🧩 Key Capabilities

• Live Agent Visibility
  Get near-instant insight into agents' active conversations, with data refreshed within 5 seconds.
• Flexible Filtering
  Focus in on agents by division, queue, skill, language, conversation state (e.g., on hold, in ACW), media type, and more.
• Advanced Sorting
  Sort agent and session lists by agent name, time in session, or manager reporting structure.
• Segment State Counts
  Use the built-in count API to power dashboards showing how many agents are in each session state (e.g., interact, wrap-up).

🖥️ Coming Soon to the UI

Along with our new API, we're just days away from launching new UI dashboard widget – Agent Activity - that brings this data directly into your Agent Monitoring experience.

Supervisors will be able to:

• Filter the agent list by criteria such as division, queue, skills, or live conversation state, reporting manager, media type, inbound or outbound direction of the conversation
• Sort agents by conversation segment's duration or agent names
• Drill into active conversations and see what each agent is currently handling - across media types.

Agent activity widget, when configured, will be shown on the dashboard as shown below:

This widget can be configured on dashboard by selecting the "Agent Activity" widget type as shown below:

Part of the widget configuration, filters can be specified to select the list of agents. Key supported filters are:

·         Agent's Assigned Skills

·         Agent's assigned languages

·         Based on direct report manager assigned in directory

·         Agent's assigned division name

·         Based on the specific queue that the agents are assigned to

·         Based on the specific segment type of an interaction (ex: ACW, Hold etc)

·         Routing Skills: Based on specific skills that are attached to the conversation as part of routing

·         Requested Language: Based on specific languages requested for the conversations as part of routing

·         Media Type

With segment selection, the widget displays the count of total number of agents in each selected segment across the organization.

Dashboard viewers can also apply segment filtering on the widget display without needing to edit the widget, as shown below.

🛣️ What's Coming Next?

This is just the beginning. Future phases of the Agent Monitoring API and UI capabilities under consideration include:

• Presence & Routing Status
• Work Item Activity
• Analytics Workspace Agent Monitoring UI
• Workforce Management Data
• Agent Utilization Monitoring
• Time Since Last ACD Assignment

🚀 Upcoming feature: Agent State Monitoring API and Real-Time Agent Activity Monitoring on Dashboard

Throughout this week we're launching the first release of our new Agent Monitoring API, built to give supervisors powerful, real-time visibility into agent activity across your contact center.

🔍 What's New?

Supervisors and developers now have access to a public API that returns live agent conversation data, with the ability to filter and sort by dozens of operational criteria. It's a major step forward in enabling faster decision-making and more proactive team support.

Documentation: https://developer.genesys.cloud/analyticsdatamanagement/analytics/agentstatus/

🧩 Key Capabilities

• Live Agent Visibility
  Get near-instant insight into agents' active conversations, with data refreshed within 5 seconds.
• Flexible Filtering
  Focus in on agents by division, queue, skill, language, conversation state (e.g., on hold, in ACW), media type, and more.
• Advanced Sorting
  Sort agent and session lists by agent name, time in session, or manager reporting structure.
• Segment State Counts
  Use the built-in count API to power dashboards showing how many agents are in each session state (e.g., interact, wrap-up).

🖥️ Coming Soon to the UI

Along with our new API, we're just days away from launching new UI dashboard widget – Agent Activity - that brings this data directly into your Agent Monitoring experience.

Supervisors will be able to:

• Filter the agent list by criteria such as division, queue, skills, or live conversation state, reporting manager, media type, inbound or outbound direction of the conversation
• Sort agents by conversation segment's duration or agent names
• Drill into active conversations and see what each agent is currently handling - across media types.

Agent activity widget, when configured, will be shown on the dashboard as shown below:

This widget can be configured on dashboard by selecting the "Agent Activity" widget type as shown below:

Part of the widget configuration, filters can be specified to select the list of agents. Key supported filters are:

·         Agent's Assigned Skills

·         Agent's assigned languages

·         Based on direct report manager assigned in directory

·         Agent's assigned division name

·         Based on the specific queue that the agents are assigned to

·         Based on the specific segment type of an interaction (ex: ACW, Hold etc)

·         Routing Skills: Based on specific skills that are attached to the conversation as part of routing

·         Requested Language: Based on specific languages requested for the conversations as part of routing

·         Media Type

With segment selection, the widget displays the count of total number of agents in each selected segment across the organization.

Dashboard viewers can also apply segment filtering on the widget display without needing to edit the widget, as shown below.

🛣️ What's Coming Next?

This is just the beginning. Future phases of the Agent Monitoring API and UI capabilities under consideration include:

• Presence & Routing Status
• Work Item Activity
• Analytics Workspace Agent Monitoring UI
• Workforce Management Data
• Agent Utilization Monitoring
• Time Since Last ACD Assignment

🚀 Upcoming feature: Agent State Monitoring API and Real-Time Agent Activity Monitoring on Dashboard

Throughout this week we're launching the first release of our new Agent Monitoring API, built to give supervisors powerful, real-time visibility into agent activity across your contact center.

🔍 What's New?

Supervisors and developers now have access to a public API that returns live agent conversation data, with the ability to filter and sort by dozens of operational criteria. It's a major step forward in enabling faster decision-making and more proactive team support.

Documentation: https://developer.genesys.cloud/analyticsdatamanagement/analytics/agentstatus/

🧩 Key Capabilities

• Live Agent Visibility
  Get near-instant insight into agents' active conversations, with data refreshed within 5 seconds.
• Flexible Filtering
  Focus in on agents by division, queue, skill, language, conversation state (e.g., on hold, in ACW), media type, and more.
• Advanced Sorting
  Sort agent and session lists by agent name, time in session, or manager reporting structure.
• Segment State Counts
  Use the built-in count API to power dashboards showing how many agents are in each session state (e.g., interact, wrap-up).

🖥️ Coming Soon to the UI

Along with our new API, we're just days away from launching new UI dashboard widget – Agent Activity - that brings this data directly into your Agent Monitoring experience.

Supervisors will be able to:

• Filter the agent list by criteria such as division, queue, skills, or live conversation state, reporting manager, media type, inbound or outbound direction of the conversation
• Sort agents by conversation segment's duration or agent names
• Drill into active conversations and see what each agent is currently handling - across media types.

Agent activity widget, when configured, will be shown on the dashboard as shown below:

This widget can be configured on dashboard by selecting the "Agent Activity" widget type as shown below:

Part of the widget configuration, filters can be specified to select the list of agents. Key supported filters are:

·         Agent's Assigned Skills

·         Agent's assigned languages

·         Based on direct report manager assigned in directory

·         Agent's assigned division name

·         Based on the specific queue that the agents are assigned to

·         Based on the specific segment type of an interaction (ex: ACW, Hold etc)

·         Routing Skills: Based on specific skills that are attached to the conversation as part of routing

·         Requested Language: Based on specific languages requested for the conversations as part of routing

·         Media Type

With segment selection, the widget displays the count of total number of agents in each selected segment across the organization.

Dashboard viewers can also apply segment filtering on the widget display without needing to edit the widget, as shown below.

🛣️ What's Coming Next?

This is just the beginning. Future phases of the Agent Monitoring API and UI capabilities under consideration include:

• Presence & Routing Status
• Work Item Activity
• Analytics Workspace Agent Monitoring UI
• Workforce Management Data
• Agent Utilization Monitoring
• Time Since Last ACD Assignment

🚀 Upcoming feature: Agent State Monitoring API and Real-Time Agent Activity Monitoring on Dashboard

Throughout this week we're launching the first release of our new Agent Monitoring API, built to give supervisors powerful, real-time visibility into agent activity across your contact center.

🔍 What's New?

Supervisors and developers now have access to a public API that returns live agent conversation data, with the ability to filter and sort by dozens of operational criteria. It's a major step forward in enabling faster decision-making and more proactive team support.

Documentation: https://developer.genesys.cloud/analyticsdatamanagement/analytics/agentstatus/

🧩 Key Capabilities

• Live Agent Visibility
  Get near-instant insight into agents' active conversations, with data refreshed within 5 seconds.
• Flexible Filtering
  Focus in on agents by division, queue, skill, language, conversation state (e.g., on hold, in ACW), media type, and more.
• Advanced Sorting
  Sort agent and session lists by agent name, time in session, or manager reporting structure.
• Segment State Counts
  Use the built-in count API to power dashboards showing how many agents are in each session state (e.g., interact, wrap-up).

🖥️ Coming Soon to the UI

Along with our new API, we're just days away from launching new UI dashboard widget – Agent Activity - that brings this data directly into your Agent Monitoring experience.

Supervisors will be able to:

• Filter the agent list by criteria such as division, queue, skills, or live conversation state, reporting manager, media type, inbound or outbound direction of the conversation
• Sort agents by conversation segment's duration or agent names
• Drill into active conversations and see what each agent is currently handling - across media types.

Agent activity widget, when configured, will be shown on the dashboard as shown below:

This widget can be configured on dashboard by selecting the "Agent Activity" widget type as shown below:

Part of the widget configuration, filters can be specified to select the list of agents. Key supported filters are:

·         Agent's Assigned Skills

·         Agent's assigned languages

·         Based on direct report manager assigned in directory

·         Agent's assigned division name

·         Based on the specific queue that the agents are assigned to

·         Based on the specific segment type of an interaction (ex: ACW, Hold etc)

·         Routing Skills: Based on specific skills that are attached to the conversation as part of routing

·         Requested Language: Based on specific languages requested for the conversations as part of routing

·         Media Type

With segment selection, the widget displays the count of total number of agents in each selected segment across the organization.

Dashboard viewers can also apply segment filtering on the widget display without needing to edit the widget, as shown below.

🛣️ What's Coming Next?

This is just the beginning. Future phases of the Agent Monitoring API and UI capabilities under consideration include:

• Presence & Routing Status
• Work Item Activity
• Analytics Workspace Agent Monitoring UI
• Workforce Management Data
• Agent Utilization Monitoring
• Time Since Last ACD Assignment

🚀 Upcoming feature: Agent State Monitoring API and Real-Time Agent Activity Monitoring on Dashboard

Throughout this week we're launching the first release of our new Agent Monitoring API, built to give supervisors powerful, real-time visibility into agent activity across your contact center.

🔍 What's New?

Supervisors and developers now have access to a public API that returns live agent conversation data, with the ability to filter and sort by dozens of operational criteria. It's a major step forward in enabling faster decision-making and more proactive team support.

Documentation: https://developer.genesys.cloud/analyticsdatamanagement/analytics/agentstatus/

🧩 Key Capabilities

• Live Agent Visibility
  Get near-instant insight into agents' active conversations, with data refreshed within 5 seconds.
• Flexible Filtering
  Focus in on agents by division, queue, skill, language, conversation state (e.g., on hold, in ACW), media type, and more.
• Advanced Sorting
  Sort agent and session lists by agent name, time in session, or manager reporting structure.
• Segment State Counts
  Use the built-in count API to power dashboards showing how many agents are in each session state (e.g., interact, wrap-up).

🖥️ Coming Soon to the UI

Along with our new API, we're just days away from launching new UI dashboard widget – Agent Activity - that brings this data directly into your Agent Monitoring experience.

Supervisors will be able to:

• Filter the agent list by criteria such as division, queue, skills, or live conversation state, reporting manager, media type, inbound or outbound direction of the conversation
• Sort agents by conversation segment's duration or agent names
• Drill into active conversations and see what each agent is currently handling - across media types.

Agent activity widget, when configured, will be shown on the dashboard as shown below:

This widget can be configured on dashboard by selecting the "Agent Activity" widget type as shown below:

Part of the widget configuration, filters can be specified to select the list of agents. Key supported filters are:

·         Agent's Assigned Skills

·         Agent's assigned languages

·         Based on direct report manager assigned in directory

·         Agent's assigned division name

·         Based on the specific queue that the agents are assigned to

·         Based on the specific segment type of an interaction (ex: ACW, Hold etc)

·         Routing Skills: Based on specific skills that are attached to the conversation as part of routing

·         Requested Language: Based on specific languages requested for the conversations as part of routing

·         Media Type

With segment selection, the widget displays the count of total number of agents in each selected segment across the organization.

Dashboard viewers can also apply segment filtering on the widget display without needing to edit the widget, as shown below.

🛣️ What's Coming Next?

This is just the beginning. Future phases of the Agent Monitoring API and UI capabilities under consideration include:

• Presence & Routing Status
• Work Item Activity
• Analytics Workspace Agent Monitoring UI
• Workforce Management Data
• Agent Utilization Monitoring
• Time Since Last ACD Assignment