Monitor in-progress digital interactions

Prerequisites

Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3 or Genesys Cloud CX 3 Digital license

Create a custom Supervisor role, and assign the following permissions:

Conversation > Message > Accept
Conversation > Message > Monitor
Conversation > Message > View
Reporting > ACD > View
Reporting > Interactions > View
Reporting > Quality > View
Reporting > Outbound > View
Messaging > Integration > View
Permissions for the Interactions view, Queues Activity views, or Agents Performance views

You can monitor in-progress digital interactions.

Monitoring allows you to inspect an interaction between the agent and the customer. The customer and the agent are not aware that you are monitoring the interaction.

The monitoring features are available on the interaction’s detail page. To access the details page, click an in-progress interaction from any of the following views:

Available channels:

Web messaging
Messaging (third party and API)
SMS

Monitor an interaction

This section gives a step-by-step overview of how to monitor an interaction as a supervisor.

Notes:

Genesys Cloud does not notify the agent or customer that you are monitoring them.
While as a supervisor, you cannot join the conversation during monitoring, you can see every contextual panel that the agent sees. This enables you to inspect every detail about the conversation.
To monitor an interaction, set your status to Available.
Only one supervisor at a time can monitor a conversation. If another supervisor wants to monitor an already monitored interaction, Genesys Cloud grays out the Monitor button and displays the supervisor who is monitoring the selected interaction.

Start to monitor an interaction

You can start to monitor an ongoing interaction in several ways.

Through Interaction details	Go to Performance > Interactions and select the binocular icon () next to the name of the agent that you want to monitor.
Through Queues Activity	Go to Performance > Queue activity. In the Interacting section, you can see the currently in-progress interactions. Select the binocular icon () next to the name of the agent that you want to monitor.
Through Queues Activity	Go to Performance > Queue activity. On the right side of the screen, from the list of On Queue agents, click the + icon next to the name of the agent to expand the details of the interaction and click View Details.

On the opened Interaction screen, select Monitor from the list next to the agent name. If there are multiple agents, first select the agent to monitor from the Multiple list.

During monitoring an interaction

When Genesys Cloud adds you to the interaction, a new interaction appears in your interaction panel. To view the monitored conversation, click the new interaction.
A binocular icon on the interaction panel shows which interaction that you are monitoring.

Stop monitoring an interaction

Stop monitoring an interaction in one of the following ways:

Within the interaction	Click the binocular icon in the upper left corner of the interaction that you are monitoring.
Through Interaction details	Go to Performance > Interactions, and select the agent you are monitoring. Under Internal, select Stop Monitoring next to the name of the agent.

After the end of the monitoring

You can inspect the interaction’s metrics on the Interaction Detail tab. The binocular icon shows which supervisors participated in the interaction via monitoring.
Click the image to enlarge.

In the interaction’s Timeline tab, you can inspect the timeline when the supervisor monitored an interaction.
Click the image to enlarge.

To read more about interaction details and interaction timeline, see View an interaction’s details and View an interaction’s timeline.