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Navigate to the Genesys Cloud Conversation records from availability Manager.
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Next to the selected session is a button to "Show Media Streams". Here you will find information on Packets, maximum Latency and minimum MOS (Mean Opinion Score).
Conversation Definition
A Genesys Cloud conversation is an interaction between multiple participants over at least one media channel such as chat, phone, or email. Genesys Cloud uses conversations to track multiple participants and media channels in an interaction. Participants include automated participants in the call such as an interactive voice response (IVR) menu and automatic call distributor (ACD). Media channels include calls, faxes, chats, emails, social expressions, screen share, and co-browsing.
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