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Compatible with Avaya, Cisco and Teams platforms, and now we’ve added Genesys Cloud too. (R199)

Genesys

To be able to get Logged in in Agent alarms and Logged in report and Genesys dashboard (coming soon)

Genesys Cloud CX#AmazonEventBridgeConfiguration

Conversation Records

Added Genesys conversation records with easy access to the original JSON document retrieved from the Genesys API for the conversation.    (R192)

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Added Genesys Cloud Agent is not responding alarm - real-time notification when an agent goes into Not Responding state (R198)

Trunk Alarms when trunk is down

Edge alarms

Dasboard

Genesys Conversation Summary dashlet. Note that this is only available in the new Dashboards-Preview.

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License Capacity report - summary of the license types  and then the detail of individual users and their assigned licenses.

Logged-In Agents capacity report

Threshold

Long Conversation

VSM Everywhere

In VSM-E Device Details we have added visualizations for the Wi-Fi Signal Strength and Link Quality over a 2-hour period under the Network tab. A mouse-over on Link Quality or Signal Strength data points shows configuration details captured at the same time as the performance metric.

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Wi-Fi report - Link quality and signal strength

We’ve taken the minimum MOS data from Call Teams Call records and used it in the existing MOS Distribution Report.

Profile Groups

A Users 'Profile Group' can now be edited from the VSM_E Devices page.

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