View telephony metrics

Prerequisites
  • Telephony > Plugin > All permission

Feature coming soon: New telephony metrics dashboard

If your organization is participating in the new telephony metrics dashboard Limited Availability release, you’ll find several new and reorganized features 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 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 Current number of calls passing through a trunk
QoS mismatches Total number of QoS mismatches on a Trunk. The statistic is measured during a 24-hour sliding window.

Add a metric

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

Edge metrics

Bandwidth usage source

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

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

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

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

Call count source

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

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

CPU usage source

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

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

Under Display options, select how you want to display the CPUs.

  • Average of all CPUs
  • CPUs

Memory usage source

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

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

Under Display options, select the type of memory that you want to monitor.

  • Physical memory
  • Physical and virtual memory

QoS mismatches source

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

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

  • External
  • Phone 

Storage usage source

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

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

Under Display options, select the type of storage device that you want to monitor.

  • All storage devices
  • Recording storage
  • Recovery storage

Trunk metrics

Trunk call counts source

Under Trunks, choose External trunks or Phone trunks.

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

Trunk QoS mismatches source

Under Trunks, choose External trunks or Phone trunks.

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

Under Display options, select the metric you want to show.

Show metric

  • Per trunk
  • Per edge interface

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

Layout

Once you choose your metrics and configure the settings, each metric widget is added to 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 you can 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.You can edit and customize your Metrics page layout.

Warning: Clicking Reset Metrics not only resets the layout, it removes all widgets as well. It resets everything!

 

 

    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
    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

    1. Click Admin.
    2. Under Telephony, click Metrics.
    3. Click Menu > Digital and Telephony > Telephony > Metrics.
    4. Click Add Metric.
    5. 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.
    6. From the Metric list, choose your metric and then configure the associated options.

    1. Under For, choose All Edges in Sites or Edges.
    2. If you choose All Edges in Sites, use the Select Sites list to select one or more sites.
    3. If you choose Edges, use the Select Edges list to select one or more Edges.
    4. 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

    1. Under For, choose External Trunks or Phone Trunks.
    2. If you choose External Trunks, use the Select External Trunks list to select one or more external trunks.
    3. If you choose Phone Trunks, use the Select Phone Trunks list to select one or more phone trunks.
    4. 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

    1. 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