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This year we have implemented several enhancements and new Vendors. Here's a few highlights of what we've achieved: 

Table of Contents

General

Protocol Validation

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from virtual collector

This feature allows customers with ONLY a virtual collector to use protocol validation functionality. Customers with a regular collector, or a combination of regular and virtual collectors already have this function.

Protocol validation allows customers to check if an IP Address or URL is reachable and responsive. For more information about protocol validation click here  (R194.1)

Dashboards-preview

We are continuously updating our technology and have implemented a "preview" version Dashboards.

Thresholds displayed against equipment

On the Manage equipment page, Thresholds for each piece of equipment are now displayed via a Thresholds tab on the Manage Equipment page. This can be viewed in and edited from Edit Equipment.

MOS Distribution Report extended  

Compatible with Avaya, Cisco and Teams platforms, and now we’ve added Genesys Cloud too. (R199) 


Genesys

To be able to get Logged in in Agent alarms and Logged in report and Genesys dashboard (coming soon)

Note: To get all functionality listed below, some early adopters will need to configure the Amazon Event Bridge. How to here... Genesys Cloud CX#AmazonEventBridgeConfiguration

Conversation Records

Added Genesys conversation records with easy access to the original JSON document retrieved from the Genesys API for the conversation.    (t192)

Drill-down into session detail from the conversation, to see additional service management information.  (R192.1)

 Added the ability to drill-down further, into the media stream detail. This is helpful when trying to identify where the cause of a poor-quality voice interaction is – it maybe , as it may be:

  • within Genesys Cloud environment

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  • in the Telco environment

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  • in the customers enterprize network

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  • in the WFH agent’s remote network

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Alarms

The following alarms can be received for Genesys:


Alarm Name
   Administered ID
Description
Genesys Cloud Problemtic Phone Call
Name of the phone
Genesys Cloud Phone
Operational Status
(Name) operational status is offline
Genesys Cloud Agent is not responding
Name of The agent
Genesys Cloud Agent is not responding to calls - real-time notification when an agent goes into Not Responding state 
Genesys Cloud Poor Quality
Conversation
Conversation
ID
Min MOS score is less than recommended value
Genesys Cloud Long Conversation (Threshold)
Conversation ID
Genesys Cloud Conversation duration exceeds configured threshold
Genesys Cloud Unresponsive
Website
Website
URL
Genesys Cloud Website is unresponsive
Genesys Cloud
Trunk is inactive
Trunk Trunk (Name & TrunkBaseName) is inactive
when state value is inactive (Alert Severity 2)Genesys Cloud Trunk is deletedTrunk (Name & TrunkBaseName) is deleted when state value is deleted (Alert Severity 4)Genesys Cloud Trunk is out of serviceTrunk (Name & TrunkBaseName) is out of service when Inservice value is false (Alert Severity 2)Genesys Cloud Trunk is disconnected

Trunk (Name & TrunkBaseName) is disconnected when ConnectedStatusConnected value is false (Alert Severity 2)

Genesys Cloud Edge is offlineGenesys Cloud Edge is inactiveGenesys Cloud Edge is deleted

Poor Voice Quality Alarms  -navigate from the alarm directly to the conversation record (R193)

Added Genesys Cloud Agent is not responding alarm - real-time notification when an agent goes into Not Responding state (R198)

Trunk Alarms when trunk is down

Edge alarms

Dasboard

, or deleted, or out of service, or disconnected
Genesys Cloud Edge 

Edge is offline, or inactive, or deleted


Dasboards

Note that these dashlets are Genesys Conversation Summary dashlet. Note that this is only available in the new Dashboards-Preview.

  • Genesys Conversation Summary dashlet. 
  • Genesys Trunks Summary dashlet

Historical Reports

  • MOS Distribution Report - We’ve taken the minimum MOS data from Conversation records and used it in the existing MOS Distribution report.
  • License Capacity report - summary of the license

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  • types and then the detail of individual users and their assigned licenses.
  • Logged-In Agents - use the License Usage Trend capacity report

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VSM Everywhere

Profile Groups

A Users 'Profile Group' can now be edited from the VSM-E Devices page.

Device Thresholds on Profile Group

Note that this requires VSM-E version1.0.94 or higher.

Configure custom thresholds for VSM Everywhere devices in Profile Groups

  • Wi-Fi Link Quality and Signal Strength. 
  • Memory and CPU. 

Wi-Fi and Signal Strength

Threshold

Long Conversation

VSM Everywhere

In VSM-E Device Details under the Network tab, we have added visualizations for the Wi-Fi Signal Strength and Link Quality over a 2-hour period under the Network tab . A mouse-over on Link Quality or Signal Strength data points shows configuration details captured at the same time as the performance metric.

Export to csv

It is now possible to export (csv) an individuals data for trouble shooting. Right click on the required user and select from Speed Test data, Wi-Fi data or Memory & CPU.

Historical Reports

  • Wi-Fi report -

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  • see link quality and signal strength

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  • over a selected period
  • MOS Distribution Report - We’ve taken the minimum MOS data from

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  • Teams Call records and used it in the existing MOS Distribution Report

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Profile Groups

A Users 'Profile Group' can now be edited from the VSM_E Devices page.

Device Thresholds

Configure custom thresholds for Wi-Fi Link Quality and Signal Strength. (R202)

 Configure custom thresholds for Memory & CPU. (R202)

Dashboards V3

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