State of Wisconsin Department of Health Services

Release 26-01 February 04, 2026

6.9 Supervising Agent Calls

6.9.1 Coaching and Monitoring Agents

Demo Video

Coaching and Monitoring Agents

Coaching is when the supervisor speaks to the agent during the call, but the caller can’t hear the supervisor. Some examples include when an agent is new or when an agent needs assistance on a call. The agent sees the supervisor as one of the parties in the call if they are being coached.

Monitoring is when a supervisor listens to a call and neither the agent nor the caller can hear them. The agent does not receive a notification that they are being monitored.

The Interactions view displays call history and live calls for all agents in your line of business for the selected time period. Calls can be selected from this view and monitored or coached. For information about selecting agents, filtering, exporting, saving views, and downloading, see Section 6.1 Introduction to performance. 

6.9.1.1 Selecting a Live Call

Open an interaction:

1. In the Analytics Workspace, from the New Tab, scroll down to the “Contact Center” section and select Interactions. 
2. Click the filter button to open the filter pane.
3. Scroll down to the “Limit Interactions” section and select Interacting to display live calls.
   
4. Click the live call in the interactions view.
   

6.9.1.2 Coaching a Call

1. Click the drop-down menu and select Coach.
   
2. Answer the phone to be connected to the call. Do not click the on-screen answer button. The parties on the call do not know that someone is listening.
3. Click the Interactions button on the Communications Sidebar. Use the microphone button to mute the line or click the end call button to end the call.
   
4. Click the drop-down menu and select Stop Coaching to stop coaching. 
   

6.9.1.3 Monitoring a Call

To monitor a call:

1. Click the drop-down menu and select Monitor.
   
2. Answer the phone to be connected to the call. Do not click the on-screen answer button. The parties on the call do not know that someone is listening.
3. Click the end monitoring button to stop monitoring.
   
4. Or click the drop-down menu and select Stop Monitoring to stop monitoring.
   

6.9.1.4 Monitoring an Agent

Demo Video

Monitoring an Agent From the Queue Activity View

To monitor an agent: 

1. Go to the Queue Activity view.
2. Select Activity tab. 
3. Select the desired queue. 
   
4. Filter by agents that are On Queue or search for a specific agent in the Filter user(s) field. 
5. Click the triangle next to agent to be monitored. 
6. Click the three dots. 
7. Click the Monitor Conversation button. 
8. Agents and calls can also be monitored from the Interacting pane. Click the three dots and click the Monitor Conversation button.
    

6.9.2 Selecting a Call to Review

Demo Video

Selecting a Call to Review

All internal and external calls are recorded, and supervisors can review these recordings.

The Supervisor must be logged on to Workspace and is assigned as a supervisor for the specific agent or agent group. 

The default Interactions view displays call history for the selected time period and any live calls. The information displayed includes call participants, call date and time, duration, call direction, queue, and wrap-up code. For additional information filtering, exporting, saving views, and downloading, see Section 6.1 Introduction to Performance.

Open an interaction:

1. In the Analytics Workspace, from the New Tab, scroll down to the “Contact Center” section and select Interactions.
2. Click the filter button, scroll down, and select Show only interactions that were recorded.
   
3. Use the playback controls to listen to the recording.
   

6.9.2.1 Downloading a Recorded Call 

Calls can be downloaded to a computer. By default, files are saved to the downloads folder. Downloaded recordings are not saved to the Genesys inbox.

To download a recorded call:

1. Click Download on the recording.
   
2. Optionally select a format for the recording and click the download button.
   

---

Notice: The content within this manual is the sole responsibility of the State of Wisconsin's Department of Health Services (DHS). This site will link to sites outside of DHS where appropriate. DHS is in no way responsible for the content of sites outside of DHS.

Publication Number: P-03208