State of Wisconsin Department of Health Services

Genesys Cloud CX

Release 25-01 April 9, 2024

6.2 Supervising Agent Calls

6.2.1 Coaching and Monitoring Agents (Video instructions available: 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

6.2.2 Selecting a Call to Review (Video instructions available: Selecting a Call to Review)

6.2.3 Logging an Agent Out of Genesys (Video instructions available: Logging an Agent Out of Genesys)

6.2.4 Taking an Agent Off Queue

6.2.5 Activate and Deactivate Agents in a Queue (Video instructions available: Activating and Deactivating Agents in a Queue)

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Publication Number: P-03208