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 across BYOC Premises, BYOC Cloud, and Genesys Cloud Voice connection options. The platform provides configurable widgets that users can arrange in multiple column layouts using drag-and-drop functionality and preconfigured layout options, accessible via Menu > Digital and Telephony > Telephony > Metrics. Edge metrics specific to BYOC Premises include bandwidth usage (displayed as percentage or bytes), CPU utilization, call counts, physical and virtual memory usage, QoS mismatches (measured over a 24-hour sliding window), and storage capacity monitoring. Trunk metrics applicable across all connection types track current call counts and QoS mismatches for both External and Phone trunks. Additional edge metrics encompass bandwidth per network interface, average or individual CPU usage, physical or combined memory tracking, and differentiated storage monitoring across all devices, recording storage, or recovery storage. Users can precisely control metric visualization by selecting specific edges, sites, or trunks through dropdown menus, with options to filter inbound, outbound, or all call directions. The dashboard supports multiple display formats including gauges, bar charts, and line graphs, with interactive features such as hover-over details, zoom functionality, and legend controls. The Current timeframe displays gauge or bar chart views, while specific time periods generate line graphs. Each widget can be customized with unique titles and granular configuration of display parameters. Widget management features enable users to modify arrangement through the Edit Layout option to drag widgets to preferred positions, select and save specific column layouts through the Customize option, and assign custom titles in the Widget title box. Users should note that the Reset Metrics function removes all widgets and resets the entire configuration. Access requires Telephony > Plugin > All permissions.

PrerequisitesClick to expand

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.

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