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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)get all functionality listed below some early adopters will need to configure the Amazon Event Bridge
Genesys Cloud CX#AmazonEventBridgeConfiguration
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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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