New Genesys Cloud features

The following new alarms and thresholds are available and now displayed in:

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

Alarms for Genesys Conversation Problematic Call

Genesys Cloud Users can report a problematic voice interaction using "Flag Voice Quality Issue" on their Genesys agent desktop application. This will then generate a Genesys Cloud Conversation Problematic Call alarm 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 voice quality issues like one-way speech, or other technical issues like the agent's desktop application becoming unresponsive. Navigate to the call record in VSM to enable investigation of cause.

Thresholds for Genesys Long Conversation

Sometimes conversations get "stuck" in the system and do not end. A Genesys conversation can be a variety of types including voice, message and email. The alarm will identify the conversation record identifier to enable investigation and resolution of the problem in Genesys. If the conversation has not ended there will be no conversation record in VSM.

Thresholds can be set for a Long Conversation where the conversation length is equal to or greater than the configured duration threshold. 

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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) 

SIP Sessions originating from Cisco equipment are now showing in the SIP Session Trace grid. 

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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