Integrating Genesys with callstats.io

 

The callstats.io Monitoring and Analytics service enables Genesys pure cloud contact center managers to optimize voice call quality. It continuously monitors active calls on Genesys, detects communications impairments and provides critical insights to help quickly resolve them. Contact centers benefit by reducing agent downtime, increasing productivity and improving customer experiences.

callstats.io collects up to 500 metrics from Genesys endpoints every few seconds to create a comprehensive view of each call in real-time. It features artificial intelligence that automatically detects trouble, eliminating costly manual data analysis and accelerating time-to-resolution. callstats.io can help diagnose a wide range of problems, including network performance constraints, cloud infrastructure problems, endpoint misconfiguration, signaling and media incompatibilities

Integration Steps

Step 1: Install the callstats.io Monitoring for Genesys Chrome extension

You need to install the extension into a managed Chrome browsers

You can find the AppID on the https://dashboard.callstats.io/apps/ page, and AppSecret under the security tab for that App.

https://chrome.google.com/webstore/detail/8x8-callstats-monitoring

 

Step 2: Find your Callstats credentials 

You can find all your apps from the following URL: https://dashboard.callstats.io/organizations. All the Apps are listed in this view. You can click on apps button on your org to see all apps in your org.

Screen_Shot_2019-04-10_at_15.46.19.png

To find your App secret, click Settings, and navigate to the Security tab. You can create or view the App secrets of your App with Endpoint Type as "Application" for Web/Native applications and Endpoint Type as "MiddleBox" for SFU or MCUs or WebRTC Gateways. 

 

Step 3:  Set the policy for extensions, use the following format for JSON

After the callstats.io Monitoring for Genesys extension is installed, your browser will forward WebRTC call metrics to callstats.io. If no policy for extension is set, the extension will not send data to callstats.io. To stop sending WebRTC metrics to callstats.io, you must either disable or remove the extension by adjusting the settings on the Chrome Extension settings page.


{
"app_id": {
"Value": // app ID value, Integer
},

"app_secret": {
"Value": "app_secret" // app secret value of type string
},

"app_version": {
"Value": "1.0.0" // app version value of type string
}
}

 

The callstats.io Monitoring and Analytics service enables Genesys pure cloud contact center managers to optimize voice call quality. It continuously monitors active calls on Genesys, detects communications impairments and provides critical insights to help quickly resolve them. Contact centers benefit by reducing agent downtime, increasing productivity and improving customer experiences.

Calllstats.io collects up to 500 metrics from Genesys endpoints every few seconds to create a comprehensive view of each call in real-time. It features artificial intelligence that automatically detects trouble, eliminating costly manual data analysis and accelerating time-to-resolution. callstats.io can help diagnose a wide range of problems, including network performance constraints, cloud infrastructure problems, endpoint misconfiguration, signaling and media incompatibilities.



 


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