Table of Contents

New Genesys Cloud

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Threshold for Genesys Short Conversation

features

New alarms and thresholds are now available:

• Alarms Summary dashlet
• Availability Manager > Manage Alarms grid (unresolved alarms)

Alarm for a Genesys Conversation Problematic Call

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

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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 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.

Thresholds for Genesys Short Conversation

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

Thresholds for Genesys Long Conversation

Thresholds can now be set for a Long Conversation when it is less than or equal to the configured conversation duration threshold.

Image Added

Bug fixes

Genesys Conversation - Problematic CallWe've updated our Virsae Mobile App for Apple iOS customers. The latest version of our mobile app is now available to download from the Apple AppStore.

No equipment form will load except ACM. The issue where the form for form was not loading  for editing equipment has been fixed. (Service Desk > Equipment Locations > Manage Equipment) was not loading has been fixed. 

Generated Cisco calls are now showing in the SIP Session Trace grid. The fix to the Cisco calls not shown or not processed has been tested in APAC and UK regions.

We've now deployed to the EMEA (UK) and US regions (made to Containerized

app) the fix to the Fixed the issue where the SIP Trace messages are displayed in wrong order for AudioCodes, Ribbon and Cisco (done in VSMP-14868). The To message was in the From column and visa versa.