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Added Genesys conversation records with easy access to the original JSON document retrieved from the Genesys API for the conversation. (R192t192)
Drill-down into session detail from the conversation, to see additional service management information. (R192.1)
Added the ability to drill-down further, into the media stream detail. This is helpful when trying to identify where the cause of a poor-quality voice interaction is – it maybe within Genesys Cloud environment, in the Telco environment, in the customers enterprize network, or in the WFH agent’s remote network. (R193 & 195)
Alarms
| Alarm Name | Administered ID | Description |
|---|---|---|
| Genesys Cloud Problemtic Phone Call | Name of the phone | Genesys Cloud Phone Operational Status is offline |
| Genesys Cloud Agent is not responding | Name of The agent | Genesys Cloud Agent is not responding to calls |
| Genesys Cloud Poor Quality Conversation | Conversation ID | Min MOS score is less than recommended value |
| Genesys Cloud Long Conversation | Conversation ID | Genesys Cloud Conversation duration exceeds configured threshold |
| Genesys Cloud Unresponsive Website | Website URL | Genesys Cloud Website is unresponsive |
| Genesys Cloud Trunk is inactive | Trunk (Name & TrunkBaseName) is inactive when state value is inactive (Alert Severity 2) | |
| Genesys Cloud Trunk is deleted | Trunk (Name & TrunkBaseName) is deleted when state value is deleted (Alert Severity 4) | |
| Genesys Cloud Trunk is out of service | Trunk (Name & TrunkBaseName) is out of service when Inservice value is false (Alert Severity 2) | |
| Genesys Cloud Trunk is disconnected | Trunk (Name & TrunkBaseName) is disconnected when ConnectedStatusConnected value is false (Alert Severity 2) | |
| Genesys Cloud Edge is offline | ||
| Genesys Cloud Edge is inactive | ||
| Genesys Cloud Edge is deleted |
Poor Voice Quality Alarms -navigate from the alarm directly to the conversation record (R193)
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