Hi David,
The new Cloud Media Metrics lack crucial information, including the Cloud Media version, which is necessary to ensure alignment with the Media Tier version releases. Additionally, the metrics do not provide the number of Cloud Media Edges or any additional edges that may arise due to auto-scaling. This information is vital for assisting customers, partners and Genesys Care, as we have frequently encountered issues during overnight Cloud Media upgrades. For example, the most recent release introduced a group ringing issue.
Thanks Paul
(PS: I understand I can use APIs to obtain this information, but my query is specifically about the user interface.)
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Paul Kendrick
Tech Expert
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Original Message:
Sent: 10-21-2025 15:58
From: David Van Milligan
Subject: Evolving Cloud Media Metrics: From Instance Counts to Capacity Insights
COMING SOON! Limited Availability starting Nov 17!
Why We're Making a Change
Until now, customers have relied on the number of Cloud Media instances in the UI to gauge system capacity. While this count seemed intuitive, it often led to misinterpretation-many assumed that more instances equaled greater performance or available headroom.
In reality, instance size, optimization, and workload profiles all influence capacity. True performance depends on CPU, memory, and session utilization-not the raw number of instances. This mismatch sometimes led to confusion, unnecessary escalations, and inefficient scaling decisions, especially during autoscaling events in large environments.
What's Changing
The Cloud Media Instance Count view is being replaced with a Cloud Media Dashboard that provides deeper visibility into actual system capacity and scaling thresholds.
Key Highlights
| Category | Description |
|---|
| Usage toward autoscaling threshold | Displays how close your org is to triggering a scale-out event, driven by CPU, memory, or session usage-whichever is highest. |
| Usage toward on-demand capacity | Shows remaining headroom before overall capacity is reached. |
| Sessions | Tracks total concurrent sessions (agents, IVRs, barge-in, etc.) across all Cloud Media instances. |
| CPU / RAM intensity | Visualizes per-session resource averages-helping identify heavy IVR logic (CPU) or caching/data-heavy workloads (RAM). |
Customer Benefits
Transparency: Replaces abstract instance counts with real, actionable metrics.
Predictability: Clear thresholds reveal when scaling or resource limits are approaching.
Proactive Control: Early visibility into performance risks and degradation.
Future Alignment: Built on a foundation that supports upcoming session-based services and elasticity improvements.
#System/PlatformAdministration
#Telephony
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David Van Milligan
Genesys - Employees Sr. Product Manager
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