In this release you will find

New Conversation Records for Genesys Cloud

Genesys Cloud Conversation Records are now available via Availability Manager. 

Conversation Records

The newly added "Genesys Cloud Conversation Records" page lists all conversations that have taken place via the Genesys Cloud platform.

When the page is opened, initially, When opening the page, records for the last hour are shown. The UI is very similar to Microsoft Teams Call records, so retains the familiar intuitive look and feel. Users can select the timeframe to also load records from the previous 1, last 6 hours, or 24 hourslast day, last week, or a custom range. Over the next series of sprints we will add drill-down into session and segment details, and link the conversation record to VSM-E derived data for WFH network and room analytics. A little later we’ll do the same for SIP Session traces from BYOC environments to surface complete technical analytics, thus completing our full-stack journey

The UI retains the familiar and intuitive look and feel of the Microsoft Teams Call records page.

JSON Document

Right click the conversation record and select “Show Raw Data” to source the original JSON document retrieved from the Genesys API for the conversation.

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This JSON document is unfiltered and shows all the data as provided from Genesys Cloud.

If you are doing some deep troubleshooting and the data you require is not shown on the VSM web front-end, you’ll be able to find it in here.

Coming Up

In the coming sprints we will be adding:

• Drill-down into session and segment details for Genesys Cloud Conversation records.
• Linking VSM-E derived data for WFH network and room analytics with Genesys Cloud Conversation records and SIP Session Traces.

Expanded data for Wi-Fi Networks

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In Configuration Manager > VSM-E Devices , select a user. On the Network tab scroll down and you can now view > VSM-E Device Details we have added new visualizations for the Wi-Fi Signal Strength and Link Quality over a 2-hour period under the Network tab.

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, rather than at a point in time. This provides additional insight as users move between networks, for example when a user’s workstation swaps from 2.4 GHz to 5 GHz.

Whilst this is transparent usually invisible to the user, such an event can cause a subsequent degradation of voice and video quality.

This is precisely what has happened in the example below – both link quality and signal strength dropped, and VSM raised an informational level alarm to advise the Service Desk.

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Additional configuration information over time

By mousing placing the mouse over Link Quality or Signal Strength data points you can see configuration details captured at the same time as the performance metric.

Data includes:

• SSID

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• BSSID

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• Radio Band

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• Radio Channel
• Security information.

Poor quality experiences can often be tied into Radio Band and Channel combinations, particularly in areas where Wi-Fi is dense.  .

Bug Fixes

• The Items Deployed report could not be run by customers, this has been resolved.

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• Syslog files were not populating for some customers. This was related to the number of Syslog files being generated.
  • We have changed the behavior so that the first 3,000 Syslog files are retrieved and displayed first, rather than waiting to show all Syslog files in one hit.