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New Genesys Cloud features

New alarms and thresholds are available and now displayed on:

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

Alarms for Genesys Conversation Problematic Call

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 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 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 and do not end. The alarm will identify the conversation record to enable investigation and resolution of the problem.


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.

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

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.

Fixed the issue where the SIP Trace messages are displayed in wrong order for AudioCodes, Ribbon and Cisco. The To message was in the From column and visa versa.

Dashboard - preview Bug fixes

We've fixed the issue where some of the Filesystem data shown on the Cisco CUBE dashlets were missing in comparison to Dashboard v2. We've also updated the file system table layout.


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