Genesys Cloud CX

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  • 1.  Call quality

    Top 25 Contributor
    Posted 10-14-2021 23:42

    This is regarding the Call Quality feature in Genesys Cloud.
    I got the below link which says it we can get the call quality details of all the calls.

    Call quality (genesys.cloud)

    But would like to know how to enable it ? Is this feature enabled by default or it has to be enabled ?

    Does it require to call via API or by default enabled ?

     


    #ArchitectureandDesign

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    Rajeev Srikant
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  • 2.  RE: Call quality

    Top 25 Contributor
    Posted 10-17-2021 20:20
    Any reply or any inputs ?

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    Rajeev Srikant
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  • 3.  RE: Call quality

    Posted 10-18-2021 03:30
    Hi Rajeev,

    This is captured automatically and a summary is provided as a MOS score in the Performance>Interactions view. This can also be filtered on. Conversation Detail records from the API show the data at various points so you can then view if a network issue may have been between the carrier and Genesys Cloud or between Genesys Cloud and a user.

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    Richard Chandler
    Connect
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  • 4.  RE: Call quality

    Top 25 Contributor
    Posted 10-18-2021 21:16

    Hi @Richard Chandler

    Thanks. Regarding the below point which you have mentioned with respect to API, does it mean that APIs are already available or is it required to create custom APIs for this.

    ​Conversation Detail records from the API show the data at various points so you can then view if a network issue may have been between the carrier and Genesys Cloud or between Genesys Cloud and a user.



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    Rajeev Srikant
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  • 5.  RE: Call quality

    Posted 10-19-2021 04:53
    Hi Rajeev,

    The API is already available. Remember that essentially everything in Genesys Cloud is an API. Generally I find you only need to look at the Conversational Detail (using the Developer tools is probably the fastest way) when you can see a low MOS score or if there is an issue reported in a call or a call is flagged.

    You could extract the data and use the individual metrics for some trend analysis.

    The api is /api/v2/analytics/conversations/details/query which will show the metrics per call. Beyond this is probably better taken up in the developer forum.

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    Richard Chandler
    Connect
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