> ## Documentation Index > Fetch the complete documentation index at: https://docs.germainux.com/llms.txt > Use this file to discover all available pages before exploring further. # Genesys Cloud Observability > GermainUX monitors the digital experience and business workflows used by contact-center agents alongside Genesys Cloud. Components [`Engine`](https://docs.germainux.com/main/germain-ux-engine) [`JS Profiler`](https://docs.germainux.com/main/germain-ux-js-profiler) [`Mobile`](https://docs.germainux.com/main/germain-ux-mobile-app) [`RPA Bot Recorder`](https://docs.germainux.com/main/germain-ux-rpa-bot-recorder) [`RUM JS`](https://docs.germainux.com/main/germain-ux-rum-js) [`RUM Extension`](https://docs.germainux.com/main/germain-ux-rum-extension) Availability 2017.1 or later > [card] [Monitoring scope](#monitoring-scope) > > Coverage by application type > [card] [Genesys and CTI monitoring](#genesys-and-cti-monitoring) > > Platform data via APIs > [card] [Analytics](#analytics) > > Agent workspace insights > [card] [Deployment and configuration](#deployment-and-configuration) > > Setup steps for Genesys ## Genesys Cloud Monitoring or Automation GermainUX monitors the digital experience and business workflows used by contact-center agents alongside Genesys Cloud. ## Overview Genesys Cloud provides contact-center operational information such as interactions, queues, routing, service levels, transfers, and after-call work. GermainUX complements this information by identifying user-experience, workflow, application, and technical issues that may contribute to longer handling time, lower productivity, or poor customer service. ## Monitoring scope This page distinguishes between: | Area | Description | | - | - | | Genesys Cloud interface | The browser or supported desktop interface agents use for calls, messages, status, transfers, and wrap-up. | | Agent workspace | Genesys Cloud plus the CRM, order-management, billing, knowledge, portal, and desktop applications agents use during customer interactions. | | Genesys platform | Genesys APIs, integrations, services, and operational data accessible to GermainUX. | GermainUX provides its deepest user-experience monitoring for supported browser and Windows applications. Coverage depends on the application architecture and the component that can be deployed. ## Monitoring components | Component | Role | | - | - | | [GermainUX RUM Extension](https://docs.germainux.com/main/germain-ux-rum-extension.md) | Monitors the Genesys Cloud browser interface and other applications where direct JavaScript deployment is unavailable. | | [GermainUX RUM JS](https://docs.germainux.com/main/germain-ux-rum-js.md) | Monitors customer-controlled browser applications within the agent workspace. | | [GermainUX JS Profiler](https://docs.germainux.com/main/germain-ux-js-profiler.md) | Provides deeper JavaScript, browser, network, DOM, and resource diagnostics for selected users or sessions. | | [GermainUX Engine](https://docs.germainux.com/main/germain-ux-engine.md) | Monitors approved Genesys APIs, integrations, infrastructure, logs, reports, and automated workflows. | | [GermainUX Code Profiler](https://docs.germainux.com/main/germain-ux-code-profiler.md) | Profiles supported Java, .NET, Go, or Node.js services used by the agent workspace when server-side instrumentation is available. | Component requirements depend on the Genesys deployment, agent applications, security policies, and desired monitoring depth. ## Browser-based Genesys Cloud monitoring The GermainUX RUM Extension is generally the appropriate option for the Genesys Cloud browser interface because customers do not control the Genesys-hosted application source. Depending on application access, browser support, and privacy configuration, GermainUX can capture: * Page and interface activity. * User clicks and navigation. * Application response time. * JavaScript errors. * Network requests. * Long-running browser tasks. > [accordion] Show all 11 > > * Browser freezes and crashes. > * Repeated, dead, and error clicks. > * Workflow activity. > * Session Replay. > * Browser, device, and session context. The RUM Extension must be deployed to the managed browsers used by the monitored agents. ## Monitoring the complete agent workspace Contact-center agents commonly use multiple applications during one customer interaction: * Genesys Cloud. * Salesforce, Siebel, Dynamics 365, or another CRM. * Order-management systems. * Billing and payment applications. * Knowledge bases. * Identity-verification tools. > [accordion] Show all 9 > > * Internal portals. > * Native Windows applications. > * Custom web applications. GermainUX can monitor supported applications across this workspace and analyze the workflow that spans them. This helps identify: * Excessive application switching. * Repeated searches or retries. * Slow screens and pages. * Broken workflow steps. * Validation and application errors. * Manual copy-and-paste activity when available. > [accordion] Show all 10 > > * Long waiting periods. > * Process deviations. > * Abandoned or repeated steps. > * Application freezes and crashes. ## Session Replay For supported browser applications, GermainUX Session Replay reconstructs agent activity from structured browser telemetry. Depending on the application and privacy configuration, replay evidence can include: * Clicks and navigation. * Page and interface changes. * Application errors. * Network activity. * Performance measurements. * Workflow context. * Multi-tab activity within the authorized monitoring scope. Unlike a conventional video file, structured Session Replay can be searched and analyzed across sessions. Teams can find sessions containing a specific error, slow request, repeated click, workflow event, or other detected insight. GermainUX Session Replay complements Genesys interaction or screen recording. It does not replace Genesys voice recording, quality-management, or compliance-recording capabilities. ## Native Windows application monitoring When agents use supported native Windows applications, GermainUX RUM Windows can provide application-level monitoring and Session Replay. Depending on the application and configuration, this can include: * Application lifecycle. * User interactions. * Keyboard and mouse activity. * Window and UI-element activity. * Application freezes. * Application crashes. * Workflow activity. * Searchable session evidence. Support must be validated for the specific application, Windows version, virtualization architecture, and privacy requirements. ## JavaScript diagnostics Use the GermainUX JS Profiler when RUM identifies a browser issue requiring deeper technical evidence. The JS Profiler can capture: * JavaScript function execution. * Exclusive and cumulative execution time. * Long-running tasks. * Errors and stack traces. * Network and resource activity. * DOM and rendering activity. * User interactions. * Application and session context. Deep profiling should normally be limited to selected users, URLs, sessions, or investigation periods. ### Transaction Performance Comparison When analyzing a slow or failed Genesys Cloud agent workflow, use Comparison to compare its performance with another execution of the same workflow, such as the fastest, slowest, most recent, first seen, or last seen. Comparison can reveal: * Differences in execution time for the same Genesys Cloud operation * Which steps, application screens, or API calls caused the slowdown * Performance differences between successful and failed Genesys Cloud workflows * Errors or bottlenecks affecting agent transactions * Potential root causes of workflow performance degradation This helps pinpoint why a Genesys Cloud agent workflow is slower or failing, identify the underlying bottlenecks, and accelerate resolution to improve agent productivity and customer service quality. More details on [**Transaction Performance Comparison**](https://docs.germainux.com/main/4-analysis-dashboard.md#comparison-of-bad-vs-good). ## Genesys and CTI monitoring The GermainUX Engine can collect approved Genesys platform, integration, or CTI information through available APIs and data sources. Depending on the integration, this may include: * Agent and interaction events. * Agent state or availability. * Routing and transfer activity. * Conversation or interaction identifiers. * Queue-related data. * Integration availability and performance. * Errors from connected systems. * Supporting server or service health. See [Genesys CTI Monitoring](https://docs.germainux.com/main/genesys-monitoring.md). The exact operational data available depends on Genesys licensing, APIs, permissions, and integration configuration. ## Correlation with Genesys interactions GermainUX can correlate agent-workspace evidence with Genesys interaction data when a common identifier is available. Useful identifiers can include: * Genesys conversation or interaction ID. * Agent identifier. * User identifier. * Customer or case identifier. * CRM activity or record identifier. * Timestamp. * Application session ID. Correlation makes it possible to analyze an interaction alongside the application errors, performance, workflow, and Session Replay evidence affecting the agent. Identifiers must be collected and stored according to the organization’s privacy and security requirements. ## Agent-productivity analysis GermainUX can help identify contributors to agent productivity and handling time, such as: * Slow customer or account searches. * Repeated searches. * Application errors. * Failed integrations. * Excessive navigation. * Repeated data entry. > [accordion] Show all 12 > > * Waiting for pages or services. > * Broken workflow steps. > * Context switching. > * Application crashes or freezes. > * Slow after-call-work processes. > * Training or adoption difficulties. GermainUX identifies the application and workflow evidence. Genesys remains the authoritative source for contact-center operational metrics such as Average Handle Time, service level, transfers, and queue performance. ## Business-process monitoring GermainUX can analyze supported workflows that span Genesys and other agent applications. Examples include: * Customer identification. * Account verification. * Case creation. * Order lookup. * Order modification. * Payment or billing assistance. > [accordion] Show all 11 > > * Product troubleshooting. > * Knowledge search. > * Transfer and escalation. > * Wrap-up and disposition. > * After-call work. For each configured process, GermainUX can analyze: * Completion time. * Active and waiting time. * Repeated steps. * Drop-off. * Process deviations. * Errors. > [accordion] Show all 9 > > * Application switching. > * Lost productivity. > * Affected users and interactions. ## Business outcomes Genesys Cloud Desktop Monitoring helps organizations: * Identify application and workflow conditions contributing to higher handling time. * Reduce time spent reproducing agent issues. * Improve agent productivity. * Detect adoption and training problems. * Find application errors affecting customer interactions. * Reduce repeated work and unnecessary navigation. > [accordion] Show all 10 > > * Improve first-contact-resolution workflows. > * Validate application migrations and process changes. > * Quantify the agents and interactions affected by an issue. > * Correlate contact-center outcomes with technical and user-experience evidence. GermainUX does not independently guarantee improvements to AHT, FCR, transfer rate, or customer satisfaction. It provides the evidence and analytics needed to identify and correct contributing problems. ## Analytics GermainUX can analyze Genesys agent-workspace data through KPIs, measures, pivots, trends, drill-through views, Session Replay, correlations, and outlier detection. | Analysis area | Examples | | - | - | | User experience | Clicks, errors, frustration, freezes, and Session Replay | | Application performance | Page, screen, request, and transaction duration | | Workflow | Steps, completion, repetition, waiting, and deviation | | Adoption | Feature, page, and workflow usage | | Reliability | Errors, crashes, integration failures, and disconnections | | Impact | Affected agents, sessions, interactions, applications, and workflows | | Technical cause | Browser, JavaScript, network, API, server, or code evidence | | Genesys context | Interaction, agent, state, transfer, and queue information when integrated | ## Automated analysis GermainUX can automatically: * Detect abnormal performance. * Identify new and recurring errors. * Categorize repeated problems. * Quantify issue impact. * Correlate user-experience and technical evidence. * Identify workflow drop-off and inefficiency. * Detect configured phrases or application messages. * Compare agent populations, applications, releases, and workflows. ## Notifications and automation GermainUX users can create Watches to receive notifications when existing Genesys or agent-workspace insights meet conditions of interest. Detected conditions can trigger approved actions such as: * Email or other configured notifications. * Reports. * HTTP requests or webhooks. * Incident-management integrations. * Diagnostic scripts. * API queries. * Approved corrective workflows. Actions that change Genesys state, agent activity, CRM data, or customer interactions require explicit authorization and safeguards. ## Privacy and compliance Genesys agent workspaces can contain customer, employee, payment, health, authentication, and other sensitive information. Before deployment: * Define which applications and users may be monitored. * Obtain required privacy and compliance approval. * Configure consent where required. * Mask sensitive fields and content. * Exclude passwords, tokens, payment information, and authentication data. * Restrict access to Session Replay and detailed diagnostics. > [accordion] Show all 11 > > * Define retention. > * Validate role-based access. > * Review multi-tab and cross-application collection. > * Confirm whether interaction identifiers may be stored. > * Test masking after application changes. Monitoring configuration should be reviewed separately from Genesys voice, screen-recording, and quality-management policies. ## Deployment and configuration * Identify the Genesys interface and all applications used in the agent workspace. * Deploy the [GermainUX RUM Extension](https://docs.germainux.com/main/germain-ux-rum-extension.md) to managed browsers for the Genesys Cloud web interface. * Deploy [GermainUX RUM JS](https://docs.germainux.com/main/germain-ux-rum-js.md) in customer-controlled web applications when direct script deployment is available. * Deploy the [GermainUX JS Profiler](https://docs.germainux.com/main/germain-ux-js-profiler.md) for deeper JavaScript and browser diagnostics. * Deploy GermainUX RUM Windows for supported native Windows applications used by agents. * Deploy the [GermainUX Engine](https://docs.germainux.com/main/germain-ux-engine.md) for Genesys APIs, integrations, infrastructure, logs, reports, and automation. > [accordion] Show all 11 > > * Deploy the [GermainUX Code Profiler](https://docs.germainux.com/main/germain-ux-code-profiler.md) for supported server-side services when code-level tracing is required. > * Configure [Genesys CTI Monitoring](https://docs.germainux.com/main/genesys-monitoring.md) when Genesys operational or integration data is required. > * Configure approved interaction, agent, application, and session identifiers for correlation. > * Configure agent workflows, KPIs, SLAs, Watches, reports, and approved actions. > * Validate masking, access controls, correlation, and monitoring overhead before production rollout. ## Additional Resources > [card] [AI](https://docs.germainux.com/main/ai-driven-insights.md) > > Insights & Recommendations > [card] [Analytics](https://docs.germainux.com/main/analytics.md) > > More Analytics Features > [card] [Automation](https://docs.germainux.com/main/automation.md) > > More Automation Features > [card] [Dashboards](https://docs.germainux.com/main/dashboard-and-report.md) > > Dashboards and reports overview > [card] [Reports](https://docs.germainux.com/main/reporting-automatic.md) > > Automatic and scheduled reports ## Get Help > [card] [Contact GermainUX Support](https://docs.germainux.com/main/support.md) > > The GermainUX team helps you get up and running faster, empower your team, turn data into actionable insights, and optimize performance to deliver measurable business outcomes. > [card] Can't find what you need? > > Search all GermainUX docs with **Ctrl + K**, or use the feedback buttons at the bottom of this page to tell us what is missing. 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