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New alarms and thresholds are available and now availabledisplayed on:

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

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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.

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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 duration threshold. Short conversations can be caused by poor voice quality issues. Navigate to the call record in VSM to enable investigation of cause.

Thresholds for Genesys Long Conversation

Thresholds can now be set for a Long Conversation where it is less than or equal to the configured duration threshold. Sometimes conversations get "lost" in the system - the and do not end. The alarm will identify the conversation record to enable investigation and resolution of the problem.

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Bug fixes

We'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.

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