Genesys Cloud - Main

Does anyone else feel it would be valuable to have the ability to report on dropped calls and other connectivity issues based on IP address of the call center representative?   We have a diverse working location configuration consisting of multiple physical locations in multiple countries as well as remote users.    It would be a great asset to be able to report on drops for instance and know the IP address of the Call Center representative who experienced the issue.    it would also to be valuable to understand from a WFM perspective what locations are answering the most calls.     From a drop perspective it would allow you to isolate potential issues to a building/floor perspective or in a remove situation identify a potential issue with an ISP 

Please share your thoughts on if this would be valuable to your organization.

There are many ideas for this.  The only thing you can identify is the Edge that the WebRTC is attached to and the region it is located in.  

Here are ideas about IP information you can vote on:
Last login information | Genesys Cloud Ideas Portal (aha.io)
Add IP addresses and prior property to | Genesys Cloud Ideas Portal (aha.io)
See Phones IP Address in Phone Management | Genesys Cloud Ideas Portal (aha.io)
New column in any agent view that can | Genesys Cloud Ideas Portal (aha.io)
Enhanced automatic user location | Genesys Cloud Ideas Portal (aha.io)

Does anyone else feel it would be valuable to have the ability to report on dropped calls and other connectivity issues based on IP address of the call center representative?   We have a diverse working location configuration consisting of multiple physical locations in multiple countries as well as remote users.    It would be a great asset to be able to report on drops for instance and know the IP address of the Call Center representative who experienced the issue.    it would also to be valuable to understand from a WFM perspective what locations are answering the most calls.     From a drop perspective it would allow you to isolate potential issues to a building/floor perspective or in a remove situation identify a potential issue with an ISP 

Please share your thoughts on if this would be valuable to your organization.

Does anyone else feel it would be valuable to have the ability to report on dropped calls and other connectivity issues based on IP address of the call center representative?   We have a diverse working location configuration consisting of multiple physical locations in multiple countries as well as remote users.    It would be a great asset to be able to report on drops for instance and know the IP address of the Call Center representative who experienced the issue.    it would also to be valuable to understand from a WFM perspective what locations are answering the most calls.     From a drop perspective it would allow you to isolate potential issues to a building/floor perspective or in a remove situation identify a potential issue with an ISP 

Please share your thoughts on if this would be valuable to your organization.

Genesys is probably staying away from this for two reasons:
1. Many clients do not utilize split-tunnel VPNs, so it would be of limited use (i.e. the corporate internet IP is what shows up)
2. Where this is not the case, there are varied privacy laws across the globe, and I'm sure reporting employee IPs would be a breach of privacy somewhere... and then layer GDPR

I think the best you could do is try to logically group agents by office/location and then display via something similar to the QoS dashboard we've developed. 

Does anyone else feel it would be valuable to have the ability to report on dropped calls and other connectivity issues based on IP address of the call center representative?   We have a diverse working location configuration consisting of multiple physical locations in multiple countries as well as remote users.    It would be a great asset to be able to report on drops for instance and know the IP address of the Call Center representative who experienced the issue.    it would also to be valuable to understand from a WFM perspective what locations are answering the most calls.     From a drop perspective it would allow you to isolate potential issues to a building/floor perspective or in a remove situation identify a potential issue with an ISP 

Please share your thoughts on if this would be valuable to your organization.