Which feature assists with real-time monitoring of agent performance in Genesys Cloud?

The feature that assists with real-time monitoring of agent performance in Genesys Cloud is Quality Management. This component is specifically designed to evaluate and enhance agent performance by providing insights and tools for effective monitoring. It includes functionalities such as call recordings, screen captures, and performance analytics, allowing managers to assess how agents interact with customers in real-time. Through these monitoring capabilities, Quality Management helps ensure that agents meet service standards and improve customer interactions, thus driving overall efficiency within the contact center.

Other features mentioned, such as Contact Center Management, are more focused on the overall operations and administration of the contact center rather than on individual performance metrics. The Agent Interface pertains to agents' interactions with the system but does not directly provide performance monitoring tools. Reports, Dashboards, and Views are essential for displaying historical data and trends but lack the real-time assessment component necessary for live performance monitoring. Quality Management specifically bridges the gap between monitoring and evaluating agent interactions in real time.