State of Wisconsin Department of Health Services

Genesys Cloud CX

Release 25-02 August 13, 2025

6.2.1 Coaching and Monitoring Agents 

6.2.1.1 Selecting a Live Call
6.2.1.2 Coaching a Call
6.2.1.3 Monitoring a Call
6.2.1.4 Monitoring an Agent

(Video instructions available: Coaching and Monitoring Agents and Monitoring an Agent From the Queue Activity View)

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.  Select the help button in the bottom left corner of the window for help text specific to this view. 

6.2.1.1 Selecting a Live Call

Open an interaction:

1.  In the Workspace, click the new tab plus button to open a tab.
   
2. Select Interactions.
   
3. Click the filter button to open the filter pane. 
4. Scroll down to the Limit Interactions section, and select Interacting to display live calls.
   
5. Click the live call in the interactions view.
   

6.2.1.2 Coaching a Call

1. Click the drop-down menu on the left side of the window and select Coach.
   
2. Answer your phone to be connected to the call. Do not click the on-screen answer button. The parties on the call do not know you are listening.
3. Click the Interactions button on the left Communications Sidebar and click the microphone button to mute your voice, or the end call button to end the call.
   
4. Click the drop-down menu on the left side of the window and select Stop Coaching to stop coaching. 
   

6.2.1.3 Monitoring a Call

To monitor a call:

1. Click the drop-down menu on the left side of the window and select Monitor.
   
2. Answer your phone to be connected to the call. Do not click the on-screen answer button.The parties on the call do not know you are listening.
3. Click the end monitoring button to stop monitoring.
   
4. Or click the drop-down menu on the left side of the window and select Stop Monitoring to stop monitoring.
   

6.2.1.4 Monitoring an Agent

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 on the bottom left. Click the three dots and click the Monitor Conversation button.
    

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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