FAQs: Insights for iOS

Genesys Cloud Insights for iOS is a mobile supervision application enabling contact center managers to monitor operations and manage teams from iOS 16.0 or later devices. The application supports standard email/password authentication and single sign-on (SSO) with an eight-day default session duration, reducible to 15 minutes for HIPAA-compliant organizations. Access requires specific permissions across Alerting, Analytics, Observation, Directory, Routing, and Mobile supervisor functional areas. The platform supports FedRAMP compliance and mobile device management (MDM) authentication through Google Chrome, Microsoft Edge, and WorkspaceOne integration. Core supervisory capabilities include real-time queue and health metric monitoring, individual and team KPI tracking, operational issue detection, and staff communication. Users can customize queue views, apply queue and agent filtering, and configure badge count displays. Queue and agent management allows supervisors to add or remove monitored items with persistent settings. The notification system enables push alert configuration for specific queues or all queues, with behavior governed by both application settings and iOS device preferences, supporting Notification Center display, sound alerts, lock screen visibility, and app icon badging. Administrators can filter agents before saving configuration changes to customize the monitoring environment.