FAQs: Insights for Android

Genesys Cloud Insights for Android is a mobile supervisor application available on the Google Play Store that enables real-time monitoring of contact center operations, including queue status, contact center health metrics, team KPIs, and individual agent performance. The application supports multiple authentication methods, including standard email/password login and SSO integration, with configurable session timeout policies that default to 8 days but can be reduced to 15 minutes for organizations requiring HIPAA compliance. Session management is enforced independently across Genesys mobile applications without affecting other platform sessions. The application provides comprehensive monitoring capabilities through queue-specific dashboards with a Select all feature for simultaneous multi-queue monitoring, flexible queue and agent management through dedicated menu options, and customizable filtering capabilities. Users can personalize their monitoring experience by adding or removing queues and agents as needed. Version information and application settings are accessible through the Menu, where users can verify current version numbers and configure application preferences. Push notification functionality is configurable through Menu > Settings > Enable Push Notifications, allowing users to filter alerts by specific queues or receive notifications from all queues based on configured rules. Notification delivery requires dual-level enablement: users must configure push notifications within the application and separately enable All Insights notifications in device settings under Settings > Apps > Insights > Notifications. Notification delivery is subject to both Insights-configured alert rules and device-level Android notification settings. Technical requirements include an Android device with Chrome Custom Tabs browser support and specific permissions across alerting, analytics, directory, routing, and mobile supervisor domains. The application maintains FedRAMP compliance standards and integrates with Collaborate, Communicate, and Genesys Tempo platforms. Application updates are available through the Google Play Store and can be verified through the Menu version display.