Genesys Cloud CX

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  • 1.  Call Quality Monitoring

    Top 25 Contributor
    Posted 2 days ago
    Edited by Caleb Smith 2 days ago
    Hello! This will be my first post in the Community. I've been reading around and I'm excited we have such a friendly, helpful group of people here!

    I'm looking at integrations in the AppFoundry for a way to really dive into call quality / stats beyond the MOS score. All I have found is an integration called callstats.io

    Genesys AppFoundry - CallStats

    Have any of you employed this or a similar solution to monitor calls for (If so, what solution are you using?):
    • Voice quality
    • Call drops
    • Latency
    • Packet Loss
    • Discover if an employee's internet is causing bad experiences for customers
    • Anything that the helpdesk can use to help our employees (Automated reporting / alerting)
    • Improve incident response when the phone system is having issues

    We are really just looking for as much useful information as we can get. I'm honestly not sure if there is another integration like callstats.io, but wanted to ask her first!
    #QualityManagement

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    Caleb Smith
    IGS Energy
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