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Compatible with Avaya, Cisco and Teams platforms, and now we’ve added Genesys Cloud too. (R199)
Genesys
Note: To get all functionality listed below some early adopters will need to configure the Amazon Event Bridge. How to here... Genesys Cloud CX#AmazonEventBridgeConfiguration
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- within Genesys Cloud environment,
- in the Telco environment,
- in the customers enterprize network, or
- in the WFH agent’s remote network. (R193 & 195)
Threshold
Long Conversation
Alarms
The following alarms can be received for Genesys:
| Alarm Name | Administered ID | Description | Default severity |
|---|---|---|---|
| Genesys Cloud Problemtic Phone Call | Name of the phone | Genesys Cloud Phone Operational Status 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 | 2 | |
| Genesys Cloud Trunk is deleted | Trunk (Name & TrunkBaseName) is deleted when state value is deleted | 4 | |
| Genesys Cloud Trunk is out of service | Trunk (Name & TrunkBaseName) is out of service when Inservice value is false | 2 | |
| Genesys Cloud Trunk is disconnected | Trunk (Name & TrunkBaseName) is disconnected when ConnectedStatusConnected value is false | 2 | |
| Genesys Cloud Edge is offline | |||
| Genesys Cloud Edge is inactive | |||
| Genesys Cloud Edge is deleted |
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Trunk Alarms when trunk is down
Edge alarms
Dasboard
Genesys Conversation Summary dashlet. Note that this is thes are only available in the new Dashboards-Preview.
- Genesys Conversation Summary dashlet.
- Genesys Trunks Summary
Historical Reports
- MOS Distribution Report - We’ve taken the minimum MOS data from Conversation records and used it in the existing MOS Distribution report.
- License Capacity report - summary of the license types and then the detail of individual users and their assigned licenses.
- Logged-In Agents capacity report
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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