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
Thresholds for each piece of equipment are now displayed via a Thresholds tab on the Manage Equipment page, when in Edit Equipment.
MOS Distribution Report
Compatible with Avaya, Cisco and Teams platforms, and now we’ve added Genesys Cloud too. (R199)
Genesys
Conversation Records
Added conversation records with easy access to the original JSON document retrieved from the Genesys API for the conversation. (R192)
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 within Genesys Cloud environment, in the Telco environment, in the customers enterprize network, or in the WFH agent’s remote network. (R193 & 195)
Alarms
Poor voice quality Alarms -navigate from the alarm directly to the conversation record (R193)
Genesys Cloud Agent is not responding alarm - real-time notification when an agent goes into Not Responding state (R198)
Dasboard
Conversation 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
VSM Everywhere
In VSM-E Device Details 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.
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 - Link quality and signal strength
We’ve taken the minimum MOS data from Conversation records and used it in the existing MOS Distribution Report
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
Call Summary dashlet added