FAQs: Insights for iOS

Genesys Cloud Insights for iOS is a mobile supervision application designed for contact center managers to monitor operations, track performance metrics, and manage team communications from iOS devices. The application requires iOS 16.0 or later and supports both standard email/password authentication and single sign-on (SSO) with organizational credentials, with session management operating on an eight-day default timeframe that can be reduced to 15 minutes for HIPAA-governed organizations. Login and authentication are maintained independently from other Genesys mobile applications. Access to the platform requires specific permissions across multiple functional areas including Alerting, Analytics, Observation, Directory, Routing, and Mobile supervisor capabilities. The application supports FedRAMP compliance and mobile device management (MDM) browser authentication through Google Chrome, Microsoft Edge, and WorkspaceOne integration schemes. Core supervisory features include real-time queue and health metric monitoring, individual and team KPI tracking, operational issue detection, and staff communication capabilities. Users can customize queue views, apply queue and agent filtering, and configure badge count displays for effective mobile-based oversight. Queue and agent management functionality allows supervisors to add or remove monitored items through the interface, with persistent settings maintained for ongoing monitoring operations. The notification system enables supervisors to configure push alerts through the application menu settings, with the ability to select specific queues or monitor all queues for alert coverage. Notifications operate based on user-defined rules and device-level iOS settings, supporting multiple notification features including Notification Center display, sound alerts, lock screen visibility, and app icon badging with count indicators. Notification behavior is governed by both the mobile app configuration and the iOS device's notification preferences. Administrators can optionally filter agents before saving configuration changes to customize the monitoring environment.