How to Enable Show Screen View in Five9

Affected Users: QA Reps

Note: Ensure that Live monitoring is working in Virtual Observer before proceeding with these steps.

The "Show Screen View" feature may encounter an error if the user being observed is not online. This error typically occurs when attempting to monitor a user's screen who is currently offline or not actively using the Five9 application.

Step 1: Login to Virtual Observer

• Login to Five9 https://login.five9.com/ 
• Select Supervisor

• Open the Five9 WFO

Step 2: Access User Profiles in Administration

• In the Administration section, navigate to "User and Profile."
• Click on the desired profile that you want to enable the show screen view for.

• Select the user and set QA as the primary profile.
• Double-click to edit the selected profile.

Step 3: Configure Live Desktop Settings

• In the Maintenance tab, click to expand the "Agents" section.
• Under "Agents," locate and click on either "Live Desktop - View Only Mode" or "Live Desktop - Interactive Mode."
• Save the changes.

Step 4: Configure Event Log Settings

• Go to the Feature tab.
• Click to expand the "Event Log" section.
• Under "Event Log," locate and click on either "Live Desktop - View Only Mode" or "Live Desktop - Interactive Mode."
• Save the changes and click OK.

Step 5: Relaunch Five9 and Test

• After saving the changes in Virtual Observer, instruct the user to close and relaunch the Five9 Supervisor application.
• Test the show screen view functionality to ensure that it is working as expected.
• By following these steps, reps should be able to access the show screen view in the Monitoring Window of Supervisor Plus.