The Genesys Cloud Conversation Summary dashlet is located in the System Health category.

 

Settings

The dashlet can be set to show a historical summary period of the previous 1, 6, 12 or 24 hours.

Note that "Agents Logged-in" is snapshot of actual logged-in agents, refreshed every15 minutes. 

Content

Note that this displays COMPLETED calls. Calls in progress will not be included in the summary count.


The top panel of the dashlet displays completed conversation records. If no MOS has been received, then these records will not be included in the count under Stream Quality.


Stream Quality

An overview of conversation quality using MOS scores

    1. area graph
    2. summary table. 


Session Summary

Donut charts show how your users are engaging with Genesys Cloud and is displayed by:

    • Session Media Type by modality
    • Session Originating Direction (Inbound or Outbound)
    • Session Purpose eg: Agent, Customer, Campaign, External, IVR, Voicemail,  

Agents

    • Current Logged-In Agents 
    • Configured Agents

Scrolling Banner

A ticker-tape display for the health status of the Genesys Cloud services:

      1. Outage is displayed red
      2. Degraded is displayed amber 
      3. Partial Outage is displayed amber
      4. Normal is displayed green
      5. Maintenance is displayed blue

Navigation Links

Note: Link navigation is not available to Dashboard Only users

Links are available from the following places on the dashlet:

Linknavigates to
Conversation RecordsGenesys Cloud Conversation Data grid
Stream QualityMean Opinion Score Distribution report
AgentsLicense Usage Trend report
Configured agentsLicense Capacity report
Logged in agentsVSM-Everywhere Devices grid


Stream Quality (MOS)

Stream quality uses Mean Opinion Score (MOS) ratings and is color coded Red, Amber, Green as detailed below:


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