Genesys Cloud enhancements

Threshold

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for Genesys

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Short Conversation

Thresholds can now be set for a Short Conversation where the conversation length is equal to or less than the threshold value.

Problematic Call Alarm for a Genesys Conversation

Genesys Cloud Users can flag a problematic voice interaction using "Flag Voice Quality Issue". This will then generate a Genesys Cloud Conversation Problematic Call alarms alarm in VSM.

At a glance, you'll immediately know the agent who handled the problematic call. We've updated the Administered Id field value to show both User Name and Conversation IDs for the Genesys Cloud Conversation Problematic Call alarms in the Manage Alarms (Unresolved Alarms through the Availability Manager) screen..

Bug fixes

Genesys Conversation - Problematic Call

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