Monitor In-progress Interactions

Brief Description

This workflow describes the steps for a user to monitor in-progress interactions in the Genesys system. 

Select the Queue Activity button.

Select the desired queue by selecting its title.

Select the ellipsis icon.

Select the View Details icon.

Select the INTERNAL down arrow.

Select the Monitor option.

The interaction you wish to monitor will call you back. Select the answer button.

You are now monitoring the call. When you’re finished, select the INTERNAL Multiple down arrow.

Select the Stop Monitoring button.

Video Walkthrough