View telephony metrics

AI-generated summary

Genesys Cloud delivers a comprehensive telephony monitoring system through a customizable dashboard that tracks network performance metrics in real-time. The platform supports BYOC Premises, BYOC Cloud, and Genesys Cloud Voice connection options, with metrics displayed through configurable widgets that users can arrange in various layouts. Key Edge metrics include bandwidth usage, CPU utilization, call counts, memory usage (physical and virtual), QoS mismatches, and storage capacity monitoring. Trunk monitoring capabilities focus on current call counts and QoS mismatches across both External and Phone trunks. Users can precisely control metric visualization by selecting specific edges, sites, or trunks, with options to track inbound, outbound, or all call directions. The dashboard offers multiple display formats including gauges, bar charts, and line graphs, with interactive features such as hover-over details, zoom functionality, and legend controls. Measurements incorporate both real-time statistics and 24-hour sliding window data, particularly for QoS mismatch tracking. The system's flexibility extends to widget customization, allowing unique titles and drag-and-drop arrangement within multiple column layouts, while supporting granular configuration of display parameters for each metric type.

PrerequisitesClick to expand

Feature coming soon: New telephony metrics dashboard

New telephony metrics dashboardClick to expand

If your organization participates in the new telephony metrics dashboard Limited Availability release, several new and reorganized features appear when you access the Metrics page in Genesys Cloud.

Genesys Cloud allows you to create a custom dashboard of live metrics to monitor the performance of your Genesys Cloud telephony network. There is a set of metrics that are specific to the BYOC Premises telephony connection option and there are metrics that apply to all the telephony connection options: BYOC Premises, BYOC Cloud, and Genesys Cloud Voice. You can select the metrics you want to track and customize the appearance of the graphs. The dashboard allows you to show multiple graphs and move them around the screen using drag and drop. You can also select various preconfigured layouts.

BYOC Premises metrics

Metric type	Metric	Description
Edge metrics	Bandwidth	The bandwidth usage on each edge expressed as either a percentage or bytes of available bandwidth.
	Call counts	The current number of calls passing through the selected edges.
	CPU	The CPU usage on each edge.
	Memory	The memory usage on each edge.
	QoS mismatches	Total number of QoS mismatches on the edge. The statistic is measured during a 24-hour sliding window.
	Storage	The storage capacity of each edge.

BYOC Premises, BYOC Cloud, and Genesys Cloud Voice metrics

Metric type	Metric	Description
Trunk metrics	Call counts	The current number of calls passing through a trunk.
Trunk metrics	QoS mismatches	Total number of QoS mismatches on a Trunk. The statistic is measured during a 24-hour sliding window.

Add a metric

Click Menu > Digital and Telephony > Telephony > Metrics.
Click Add Widget.
Under Choose a metric type, click a tile and choose a metric.
Click Next Step.
Use the information in the following sections to configure the settings for your metric.

Edge metrics

BandwidthClick to expand

Bandwidth usage source

Under Edges, choose either All Edges in premises sites or Edges.

- If you choose All Edges in premises sites, then use the drop-down to select one or more sites.
- If you choose Edges, then use the drop-down to select one or more Edges.

Under Display options, select the type of usage metric that you want to show and the unit of measurement that you want to display that metric.

Show
- Usage per Edge
- Usage per network interface
Units
- Percent
- Bytes sent/received

Call countsClick to expand

Call count source

Under Edges, choose either All Edges in premises sites or Edges.

If you choose All Edges in premises sites, then use the drop-down to select one or more sites.
If you choose Edges, then use the drop-down to select one or more Edges.

Under Display options, select the trunk type you want to monitor and the types of calls you want to monitor.

Trunks type
- External
- Phone

Calls
- All inbound and outbound
- Inbound
- Outbound

CPUClick to expand

MemoryClick to expand

QoS mismatchesClick to expand

StorageClick to expand

Trunk metrics

Call countsClick to expand

Trunk call counts source

Under Trunks, choose either External trunks or Phone trunks.

If you choose External trunks, then use the drop-down to select one or more external trunks.
If you choose Phone trunks, then use the drop-down to select one or more phone trunks.

Under Display options, select the metric you want to show and the types of calls you want to see.

Show metric

Per trunk
Per edge interface

Calls

All inbound and outbound
Inbound
Outbound

QoS mismatchesClick to expand

Under Timeframe, use the drop-down and select a time period.
Note: Choosing Current only shows the current value, which may appear as a gauge or bar chart, but choosing a specific time period always creates a line graph.
Click Next Step.
Under Title, type a name for your widget in the Widget title box.
Note: While each widget is assigned a default title that is based on how you configure it, you can create a custom title.
Click Add Widget.

Layout

After you choose your metrics and configure the settings, each metric widget appears on the Metrics page in the order in which you add them. However, you can edit and customize your Metrics page layout.

Click Edit Layout and drag a metric widget to a location on the Metrics page you prefer.
Click Customize to choose and save the column layout for the Metrics page.

Warning: Clicking Reset Metrics not only resets the layout, it removes all widgets and resets everything.

Existing telephony metrics dashboardClick to expand

Genesys Cloud allows you to create a custom dashboard of live metrics to monitor the performance of the BYOC Premises Edges and trunks in your Genesys Cloud telephony network. You can select the metrics you want to track and customize the appearance of the graphs. The dashboard allows you to show multiple graphs and move them on the display using drag and drop. You can also select various preconfigured layouts.

Metric type	Metric	Description
Edge	Bandwidth Usage	The bandwidth usage on each Edge expressed as a percentage of available bandwidth
	CPU Usage	The CPU usage on each Edge
	Call Counts by Edge	Current number of calls passing through an Edge
	Memory Usage	The memory usage on each Edge
	Storage Usage	The storage capacity of each Edge
	QoS Mismatches by Edge	Total number of QoS mismatches on the Edge. The statistic is measured during a 24-hour sliding window.
Trunk	Call Counts by Trunk	Current number of calls passing through a trunk
Trunk	QoS Mismatches by Trunk	Total number of QoS mismatches on a Trunk. The statistic is measured during a 24-hour sliding window.

Add a metric

Click Admin.
Under Telephony, click Metrics.
Click Menu > Digital and Telephony > Telephony > Metrics.
Click Add Metric.
Under New Graph, type a name for your graph in the Name box.
Note: If you leave the Name box blank, Genesys Cloud automatically creates a name based on the selections you make.
From the Metric list, choose your metric and then configure the associated options.

If you choose an Edge-based metric:Click to expand

Under For, choose All Edges in Sites or Edges.
If you choose All Edges in Sites, use the Select Sites list to select one or more sites.
If you choose Edges, use the Select Edges list to select one or more Edges.
Choose from the options associated with the Edge-based metric you selected:

Edge-based metric	Options
Bandwidth Usage	How to graph Graph the average of all network interfaces as a single line Graph each network interface as a single line
CPU Usage	How to graph Graph the average of all CPUs as a single line Graph each CPU as a single line
Call Counts by Edge	Trunk Type External Phone What to graph All inbound and outbound calls Inbound Calls Outbound Calls
Memory Usage	How to graph Graph only physical memory as a single line Graph physical and virtual memory as separate lines
Storage Usage	How to graph Graph only recordings storage as a single line Graph each storage type as a single line
QoS Mismatches by Edge	How to graph Graph each Trunk as a single line Graph each Edge Interface as a single line

If you choose a trunk-based metric:Click to expand

Under For, choose External Trunks or Phone Trunks.
If you choose External Trunks, use the Select External Trunks list to select one or more external trunks.
If you choose Phone Trunks, use the Select Phone Trunks list to select one or more phone trunks.
Choose from the options associated with the trunk-based metric you selected:

Trunk-based metric	Options
Call Counts by Trunk	How to graph Graph each Trunk as a single line Graph each Edge Interface as a single line What to graph All inbound and outbound calls Inbound Calls Outbound Calls
QoS Mismatches by Trunk	How to graph Graph each Trunk as a single line Graph each Edge Interface as a single line

Trunk-based metric

Options

Call Counts by Trunk

How to graph

Graph each Trunk as a single line
Graph each Edge Interface as a single line

What to graph

All inbound and outbound calls
Inbound Calls
Outbound Calls

QoS Mismatches by Trunk

How to graph

Graph each Trunk as a single line
Graph each Edge Interface as a single line

Click Save and you'll see your new metric graph.

As the graph is running, you can hover your mouse pointer over the graph to see a measurement point.

Modify the graph

Once the graph is up and running, you can modify the graph's display:

Hide/Show the legend

To remove the legend, click hide legend . To display a hidden legend, click show legend .

Edit the graph

To change the type of metrics or the trunks or Edges selected, click Edit .

Change the time period of a graph

To change the time period for the metric, click Zoom and choose a time period.

Expand the display

To increase the size of the graph's display, click Expand . To decrease the size of the graph, press [Esc] or click Close .

Change the dashboard layout

To change the dashboard layout, click Layout

and choose a view option.

Delete a graph

To delete a graph, click Edit and then click Delete

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