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Monitor cloud media resources

If you are using Bring You Own Carrier (BYOC) Cloud or Genesys Cloud Voice, you can use the Cloud Media feature to monitor your organization’s usage of cloud media resources. More specifically, the Cloud Media feature presents a set of gauges that show you a percentage scale (0–100%) of your organization’s media resources usage in the following categories.

Note: Keep in mind that the gauges and metrics that appear on the Cloud Media page depend on the features enabled for your organization.

To access the Cloud Media page.

Click Menu > Digital and Telephony > Telephony > Cloud Media

Usage toward autoscaling threshold

The Usage toward autoscaling threshold graph indicates how close your organization is to hitting the threshold where you need additional media services. If more media services are needed, Genesys Cloud Services use an Elastic Load Balancing (ELB) technology along with an auto scaling group (ASG) to make sure that the demand is met without impacting functionality. More specifically, Genesys Cloud distributes load and monitors groups according to service-specific policies. If your organization exceeds a threshold policy, the group automatically adds or removes additional resources as needed.

Usage of on-demand capacity

The Usage of on-demand capacity gauge indicates usage based on the number of sessions and their intensity at any one point in time. When your organization’s usage meets the autoscaling threshold, as described in the preceding section, Genesys Cloud automatically increases the capacity. As the number of sessions and their intensity increases, the percentage shown on the gauge increases. 

As the number of sessions and their intensity decreases and your organization’s usage drops below the autoscaling threshold, the percentage shown on the gauge decreases.

Resource usage

The Resource usage section shows you the number of sessions and the number of calls your organization is handling at any one point in time. Each call is made up of multiple sessions and each session can be any one of the following participants:

  • Agents
  • IVRs
  • External participants
  • Monitors
  • Barge-in participants
  • Consultants

Because each call can include multiple sessions, the number of sessions will be larger than the number of calls. 

The Resource usage section also displays a measure of CPU intensity and memory intensity. Genesys Cloud calculates these intensity measurements by the number of concurrent sessions and your current capacity and displays these measurements as Low, Medium, and High.

Concurrent calls

The Concurrent calls gauge shows real-time concurrent call-session (CSS) usage and configured capacity for cloud media at the organization level. The view shows the current number of active cloud media sessions, both inbound and outbound, as a numeric value and a percentage alongside the capacity limit, which is based on a configurable outer threshold and refreshes regularly. The number at the end of the gauge indicates the maximum number of calls configured for your organization. This visibility helps telephony administrators monitor media load during busy periods, plan capacity changes, and more quickly diagnose issues when call volume approaches session limits.