Genesys

Under the Platform header of Dashboards, you can view a global summary of all Genesys alerts. All information is taken from real-time data and refreshes automatically every minute. The page consists of the following parts:

• Filters
• Call Events
• Operational Events

Filters

The Filters panel allows you to alter the time period reflected by the displayed alerts. Click on Time Period to alter.

Call Events

The Call Events panel displays alerts associated with various call events recorded by Genesys. Each event represents a group of associated alerts, and will display a color-coded status alongside the quantity of each recorded alert level.

Clicking an event will display a more detailed screen with breakdowns for specific events associated with the event group. 

Clicking on one of the listed alerts will reveal the exact events provided by Genesys with their time stamps, details, and descriptions.

Clicking Show Conversation will redirect to the session associated with the alert.

Call Events will also display two summaries for all events groups. The first will reflect the total participants that experienced the recorded events, and the second will reflect the total events recorded. These can both be selected for further details.

Operational Events

The Call Events panel displays alerts associated with various operational events recorded by Genesys. Each event represents a group of associated alerts, and will display a color-coded status alongside the quantity of each recorded alert level.

It is functionally identical to Call Events as explained in the previous section, with the only difference being the events that are included in this section. Refer to Call Events for details on how to navigate this panel.