Hi guys,
A customer recently asked a couple of questions that I thought were worth posting the answers on the forum. They dealt specifically with how can Genesys Cloud developers build solutions to monitor routing status and MOS call quality scores.
Here are the questions and then my responses. Also, Tim Smith, one of our evangelists, helped me put together this information. Thanks for the help, Tim.
Can we query data for “agent not responding”?
When an interaction is sent to an agent and the agent does not respond the assignment service will mark them as unavailable. You can access the status of any agent by calling the GET /api/v2/users/{userId}/routingstatus endpoint. This endpoint
doc will show you the routing statuses, including the NOT_RESPONDING value.
While this data is available in real-time, it is advisable that you do not continually poll the above endpoint if you are looking at building some kind of dashboard or near-time application. While polling can be useful, without a careful examination of your usage patterns, you can end up running into a situation where you end up getting rate-limited on your OAuth2 token. Documentation on OAuth2 token rate limits and how to handle them can be found here.
If you are building a near-time application like a dashboard or an alerting solution, look at our notification service or our AWS event bridge integration (which is still in beta). ** The notification service lets you listen to the Genesys Cloud event stream and listens for events as they happen on the platform. The notification service uses a WebSocket to listen to events. For information on the notification service, you look at our documentation here. Note: If you look through this page you can see the list of available messages you can subscribe to on the left of the page. Since the notification service uses web sockets and there is no guaranteed message delivery for web sockets, you also might want to look at using the AWS EventBridge integration. While this integration is still in beta, it has a much higher level of delivery than the notification service. I wouldn’t dissuade people from looking at the notification service, as it is still our primary mechanism for real-time integration. For more information on the different patterns of integration, I would suggest you look at the following DevCast on Genesys Cloud Integration.
Can the customer configure a way to alert based on threshold breached?
Genesys Cloud does not currently support this kind of alerting OOTB. As a platform with a wide variety of customer needs, it is very difficult to come up with building an alerting type that will meet everyone’s needs. However, by using the notification service or AWS event bridge the customer should be able to build a solution that meets their specific needs.
Here is a list of the alerting metrics and rules Genesys Cloud supports out of the box.
MOS Score. Is there a way for a customer to configure an alert based on low MOS scores (either as a single call or aggregate)?
Again, we do not do this alerting out of the box. We provide MOS score data on all of our conversation detail records. Information on our MOS score/call quality for a conversation can be found here. Before simply calling the analytics endpoint to grab this data, please make sure you really familiarize yourself with the differences between our conversation detail and conversation detail job endpoints. This analytics endpoint documentation is a good place to start.
I hope this provides you with enough information to answer this question.
Thanks,
John Carnell
Manager, Developer Engagement