Table of Contents

Genesys Cloud Divisions added to conversation records

Last week we implemented viewing Genesys Cloud Division names in the Genesys Cloud Conversation records, and viewing the Division in the drill down at the session level for Users where the purpose is Agent.

In the drill down to session level, you will find now find the Division associated with the queue (where the purpose is ACD), if there is one assigned.

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Microsoft Teams Call Records

We now use the Friendly Name

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of the Microsoft Teams Cloud Service for the Local Tenant ( as entered into VSM) instead of the Customer name. This gives better visibility to customers who have multiple Teams Cloud Services.

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Service Partner fixes

In R228 we made some change that were required before we could fix specific bugs related to the Service Partner feature. We have now made the following fixes:

Business Partners can now create a Change Calendar window for customers they are a Service Partner to.

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On the Alarm Summary dashlet the alarms sometimes showed a different time-stamp from that in the Alarms grid, for some users. Both places now use the Time Zone set on the users Logon.

The OS 'Memory Used' calculation has been updated so that OS  Memory thresholds are notified correctly.  (MemoryTotal-MemoryAvailable) as 'Memory Used' / Memory Total * 100

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