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 Cloud too. (R199)
Genesys
To be able to get Logged in in Agent alarms and Logged in report and Genesys dashboard (coming soon)
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. (t192)
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
| Alarm Name | Administered ID | Description |
|---|---|---|
| Genesys Cloud Problemtic Phone Call | Name of the phone | Genesys Cloud Phone Operational Status is offline |
| Genesys Cloud Agent is not responding | Name of The agent | Genesys Cloud Agent is not responding to calls |
| Genesys Cloud Poor Quality Conversation | Conversation ID | Min MOS score is less than recommended value |
| Genesys Cloud Long Conversation | Conversation ID | Genesys Cloud Conversation duration exceeds configured threshold |
| Genesys Cloud Unresponsive Website | Website URL | Genesys Cloud Website is unresponsive |
| Genesys Cloud Trunk is inactive | Trunk (Name & TrunkBaseName) is inactive when state value is inactive (Alert Severity 2) | |
| Genesys Cloud Trunk is deleted | Trunk (Name & TrunkBaseName) is deleted when state value is deleted (Alert Severity 4) | |
| Genesys Cloud Trunk is out of service | Trunk (Name & TrunkBaseName) is out of service when Inservice value is false (Alert Severity 2) | |
| Genesys Cloud Trunk is disconnected | Trunk (Name & TrunkBaseName) is disconnected when ConnectedStatusConnected value is false (Alert Severity 2) | |
| Genesys Cloud Edge is offline | ||
| Genesys Cloud Edge is inactive | ||
| Genesys Cloud Edge is deleted |
Poor Voice Quality Alarms -navigate from the alarm directly to the conversation record (R193)
Added Genesys Cloud Agent is not responding alarm - real-time notification when an agent goes into Not Responding state (R198)
Trunk Alarms when trunk is down
Edge alarms
Dasboard
Genesys Conversation Summary dashlet. Note that this is only available in the new Dashboards-Preview.
Genesys Trunks Summary
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 capacity report
Threshold
Long Conversation
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 Teams Call 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