Genesys Cloud - Main

Hey Everyone,

Next week, I will be recording an episode that dives into the Operational Console. In the episode we will be talking about an upcoming release and answering your questions.

What are your questions? Ask them below or email us: QAshow@genesys.com

What is it? It is a way for GC customers to monitor and take troubleshooting action based on operational events in their environment. These events are actionable in nature and provide administrators with the necessary details to diagnose and troubleshoot issues. Administrators can either view these events in the Operational Console page in Genesys Cloud or subscribe to operational events using an Amazon EventBridge integration. The Event Catalog provides additional guidance for administrators to troubleshoot operational events and can be found within the Operational Console page or on Developer Center. 

Overview and How to of the OpConsole: https://help.mypurecloud.com/articles/troubleshoot-using-the-genesys-cloud-operational-console/

Available Operational Events: https://developer.genesys.cloud/platform/operational-event-catalog/

Amazon Eventbridge Integration: https://help.mypurecloud.com/articles/about-the-amazon-eventbridge-integration/

About Triggers: About triggers - Genesys Cloud Resource CenterWhether you are using the console for the first time or your 100th, feel free to let us know what you want us to cover in the video. 

Cheers!

Matt

#Roadmap/NewFeatures
#CommunityVideos(TAM,QA,etc.)

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Matt Lawson
Genesys - Employees
Online Community Manager
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First of, great feature, have already had some value from it in identifying and then solving issues.

Couple of questions from me

Is there a way to select grouping of events, IE show me all the telephony type events, rather than going through each one individually?

We are seeing some events like ARCHITECT-0001 which I understand is when it tried to lookup a value that doesn't exit, eg find an agent, when that agent doesn't exist. From the description it says the ParentEntity would tell us the FlowId, but we are not seeing that in the Event Details, is there somewhere to show that additional information? For example, this is what we see:  

But no ParentId, or any ID of any kind to point is in the right direction to look. It is a bit much to go through every single action in every single flow to figure it out. 

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Anton Vroon
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I concur with Anton's comments here.  While it's useful to see there's a problem, without a virtual arrow pointing at the flow/action we're still somewhat in the dark.  On one hand it can be obvious and helpful to know what's missing, but it's also useful to understand what's trying to use that missing object.

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Vaun McCarthy
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Original Message:
Sent: 06-17-2024 20:42
From: Anton Vroon
Subject: Operational Console - Ask Your Questions on the Q&A Show

First of, great feature, have already had some value from it in identifying and then solving issues.

Couple of questions from me

Is there a way to select grouping of events, IE show me all the telephony type events, rather than going through each one individually?

We are seeing some events like ARCHITECT-0001 which I understand is when it tried to lookup a value that doesn't exit, eg find an agent, when that agent doesn't exist. From the description it says the ParentEntity would tell us the FlowId, but we are not seeing that in the Event Details, is there somewhere to show that additional information? For example, this is what we see:  

But no ParentId, or any ID of any kind to point is in the right direction to look. It is a bit much to go through every single action in every single flow to figure it out. 

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Anton Vroon
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Thanks for doing an episode on this feature/functionality, can you provide WebRTC health monitoring options that are available?

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Katie Ladell
Genesys - Employees
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Thanks for the questions so far! We are recording tomorrow, so you still have time to get your questions in. 

#OperationalConsole

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Matt Lawson
Genesys - Employees
Online Community Manager
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Hey @Anton Vroon and @Katie Ladell - your questions about the Operational Console got answers in the newest Genesys Cloud Q&A episode. Chris Fischer starts answering questions at the 13:21 minute mark. Hope this helps you!

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Nicole Milliken
Genesys - Employees
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