This year we have implemented several enhancements and new Vendors. Here's a few highlights of what we've achieved:
General
Protocol Validation 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)
Thresholds displayed against equipment
Thresholds for each piece of equipment are now displayed via a Thresholds tab on the Manage Equipment page. This can be viewed in Edit Equipment.
MOS Distribution Report extended
Compatible with Avaya, Cisco and Teams platforms, and now we’ve added Genesys too.
Dashboards-preview
Implemented a preview version of our new dashboards
Genesys
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.
Drill-down into session detail from the conversation, to see additional service management information.
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, as it may be:
- within Genesys Cloud environment
- in the Telco environment
- in the customers enterprize network
- in the WFH agent’s remote network
Alarms
The following alarms can be received for Genesys:
| Alarm Name | Description |
|---|---|
| Genesys Cloud Problemtic Phone Call | Genesys Cloud Phone (Name) operational status is offline |
| Genesys Cloud Agent is not responding | Genesys Cloud Agent is not responding to calls - real-time notification when an agent goes into Not Responding state |
| Genesys Cloud Poor Quality Conversation | Min MOS score is less than recommended value |
| Genesys Cloud Long Conversation (Threshold) | Genesys Cloud Conversation duration exceeds configured threshold |
| Genesys Cloud Unresponsive Website | Genesys Cloud Website is unresponsive |
| Genesys Cloud Trunk | Trunk (Name & TrunkBaseName) is inactive, or deleted, or out of service, or disconnected |
| Genesys Cloud Edge | Edge is offline, or inactive, or deleted |
Dasboards
Note that these dashlets are 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 types and then the detail of individual users and their assigned licenses.
- Logged-In Agents - use the License capacity report
VSM Everywhere
Wi-Fi and Signal Strength
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 . 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.
Profile Groups
A Users 'Profile Group' can now be edited from the VSM_E Devices page.
Historical Reports
- Wi-Fi report - see link quality and signal strength over a selected period
- MOS Distribution Report - We’ve taken the minimum MOS data from Teams Call records and used it in the existing MOS Distribution Report
Device Thresholds
Configure custom thresholds for
Wi-Fi Link Quality and Signal Strength.
Configure custom thresholds for Memory & CPU.
Dashboards V3
- Call Summary dashlet added