In this release you will find
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New Conversation Records for Genesys Cloud
Genesys Cloud Conversation Records are now available via Availability Manager.
Conversation Records
When opening the page, records for the last hour are shown. The UI is very similar to Microsoft Teams Call records, so retains the familiar intuitive look and feel. Users can select the timeframe to load records from the previous 1, 6, or 24 hours, last week, or a custom range. Over the next series of sprints we will add drill-down into session and segment details, and link the conversation record to VSM-E derived data for WFH network and room analytics. A little later we’ll do the same for SIP Session traces from BYOC environments to surface complete technical analytics, thus completing our full-stack journey.
JSON Document
Right click the conversation record and select “Show Raw Data” to source the original JSON document retrieved from the Genesys API for the conversation. This JSON document is unfiltered and shows all the data as provided from Genesys Cloud. If you are doing some deep troubleshooting and the data you require is not shown on the VSM web front-end, you’ll be able to find it in here.
Expanded data for Wi-Fi Networks
View Signal Strength and Link Quality over a 2-hour period
In Configuration Manager > VSM-E Devices, select a user. On the Network tab scroll down and you can now view Wi-Fi Signal Strength and Link Quality over a 2-hour period, rather than at a point in time. This provides additional insight as users move between networks, for example when a user’s workstation swaps from 2.4 GHz to 5 GHz. Whilst this is transparent to the user, such an event can cause a subsequent degradation of voice and video quality. This is precisely what has happened in the example below – both link quality and signal strength dropped, and VSM raised an informational level alarm to advise the Service Desk.
Additional configuration information over time
By mousing over Link Quality or Signal Strength data points you can see configuration details captured at the same time as the performance metric. Data includes SSID, BSSID, Radio Band and Channel, along with security information. Poor quality experiences can often be tied into Radio Band and Channel combinations, particularly in areas where Wi-Fi is dense.