Agent experience and setup for live screen monitoring

Genesys Cloud provides real-time supervision capabilities enabling supervisors to monitor agent activities through live screen monitoring and interaction oversight across multiple supported environments, including the Genesys Cloud desktop application, Genesys Cloud Background Assistant (GCBA) with web applications, embedded clients such as Salesforce, Zendesk, and Microsoft Teams, browser extensions for Chrome and Firefox, private deployments using Genesys Cloud Embeddable Framework, CX Cloud from Genesys and Salesforce, and Unified Experience from Genesys and ServiceNow. To enable screen monitoring functionality, both agents and supervisors must have the "Real-time Monitor > Screen > Participate" permission configured. Supervisors without this permission cannot monitor any Genesys Cloud users. During active monitoring sessions, agents cannot stop or disable monitoring, though they may optionally receive alert notifications when monitoring begins or ends. The platform supports comprehensive supervision capabilities including live screen observation across interactions, coaching and barging into live voice interactions, and monitoring of in-progress digital interactions. These features provide supervisors with visibility into ongoing agent communications for coaching, onboarding, and workflow monitoring purposes. Supervisors can observe agent screens across interactions and during specific interactions, with the ability to monitor, coach, and barge into live voice interactions, as well as monitor in-progress digital interactions. Configuration of real-time supervision settings is available to customize monitoring parameters and support various user roles including agents, administrators, developers/engineers, partners, supervisors, and support personnel. Genesys recommends using PCs that exceed minimum system requirements when enabling screen monitoring on multi-monitor desktops to ensure optimal performance. The live screen monitoring feature has been temporarily postponed, with updated availability information available in Genesys Cloud - Features coming soon. Additional resources and documentation are available through community support channels, and users can provide feedback on documentation accuracy and clarity through structured feedback mechanisms aligned with the Genesys Cloud privacy policy.