DDSaaS: Genesys: Updated assets as per the new approach (#20054)

* Added changes related to assets

* Adding monitor file name changes

* Added monitor changes

* Updated monitor name

* Added changes as per review comments

Author: avaid-crest

genesys/README.md

@@ -32,7 +32,17 @@ The Genesys integration collects conversations (Voice, Email, Message, Callback,
     |Client ID| Client ID for your Genesys account.                                                        |
     |Client Secret| Client Secret for your Genesys account.                                                 |
 
-2. Click the Save button to save your settings.
+2. Enable Metrics Collection:
+
+    |Parameters| Description |
+    |--------------------|------------------------------------------------------------------------------------------------|
+    |Get Callback Metrics| Enable to collect Callback Metrics from Genesys. By default, it is enabled. |
+    |Get Chat Metrics| Enable to collect Chat Metrics from Genesys. By default, it is enabled. |
+    |Get Email Metrics| Enable to collect Email Metrics from Genesys. By default, it is enabled. |
+    |Get Message Metrics| Enable to collect Message Metrics from Genesys. By default, it is enabled. |
+    |Get Voice Metrics| Enable to collect Voice Metrics from Genesys. By default, it is enabled. |
+
+3. Click the **Save** button to save your settings.
 
 ## Data Collected
 

genesys/assets/dashboards/genesys_callback.json

@@ -1,14 +1,14 @@
 {
 	"version": 2,
 	"created_at": "2024-11-18",
-	"last_updated_at": "2024-11-18",
-	"title": "High Number of Abandoned Outbound Conversations Detected",
+	"last_updated_at": "2025-04-04",
+	"title": "High Number of Abandoned Outbound Voice Conversations Detected",
 	"description": "Abandoned outbound conversations refer to the number of outbound dialer calls that were abandoned. This monitor tracks and alerts when a high number of abandoned outbound conversations are detected, helping to prevent potential customer dissatisfaction.",
 	"definition": {
 		"id": 157631120,
-		"name": "High Number of Abandoned Outbound Conversations Detected",
+		"name": "High Number of Abandoned Outbound Voice Conversations Detected",
 		"type": "query alert",
-		"query": "sum(last_1d):sum:genesys.conversations.abandoned_outbound_conversations_count{*}.as_count() > 100",
+		"query": "sum(last_1d):sum:genesys.voice.abandoned_outbound_conversations_count{*}.as_count() > 100",
 		"message": "{{#is_alert}}\nThe abandoned outbound conversations refer to the number of outbound dialer calls that were abandoned.\n\nA high number of abandoned outbound conversations has been detected. Please review and take necessary action.\n{{/is_alert}}",
 		"tags": [
 			"source:genesys"

genesys/assets/dashboards/genesys_chat.json

@@ -1,15 +1,15 @@
 {
 	"version": 2,
 	"created_at": "2024-11-18",
-	"last_updated_at": "2024-11-18",
+	"last_updated_at": "2025-04-04",
 	"title": "High Number of Errored Conversations Detected",
 	"description": "Errored conversations refer to the number of active sessions aborted due to an edge or adapter error event. This monitor tracks and alerts when there is a high occurrence of conversations ending in errors, helping to prevent potential bottlenecks.",
 	"definition": {
 		"id": 157628372,
 		"name": "High Number of Errored Conversations Detected",
 		"type": "query alert",
-		"query": "sum(last_1d):sum:genesys.conversations.errored_conversations_count{*}.as_count() > 100",
-		"message": "{{#is_alert}}\nErrored conversations refer to the number of active sessions aborted due to an edge or adapter error event.\n\nHigh number of errored conversations has been detected. Please review and take necessary action.\n{{/is_alert}}",
+		"query": "sum(last_1d):sum:genesys.callback.errored_conversations_count{*}.as_count() + sum:genesys.chat.errored_conversations_count{*}.as_count() + sum:genesys.email.errored_conversations_count{*}.as_count() + sum:genesys.message.errored_conversations_count{*}.as_count() + sum:genesys.voice.errored_conversations_count{*}.as_count() > 100",
+		"message": "{{#is_alert}}\nErrored conversations refer to the number of active sessions aborted due to an Edge or adapter error event.\n\nHigh number of errored conversations has been detected. Please review and take necessary action.\n{{/is_alert}}",
 		"tags": [
 			"source:genesys"
 		],

genesys/assets/dashboards/genesys_conversation_overview.json

@@ -1,14 +1,14 @@
 {
 	"version": 2,
 	"created_at": "2024-11-18",
-	"last_updated_at": "2024-11-18",
+	"last_updated_at": "2025-04-04",
 	"title": "High Number of over SLA Conversations Detected",
 	"description": "Over-SLA conversations refer to the number of answered interactions that exceed the service level threshold. This monitor tracks and alerts when there is an increased count of conversations exceeding the SLA threshold, which could potentially impact response times.",
 	"definition": {
 		"id": 157630365,
 		"name": "High Number of over SLA Conversations Detected",
 		"type": "query alert",
-		"query": "sum(last_1d):sum:genesys.conversations.over_sla_count{*}.as_count() > 100",
+		"query": "sum(last_1d):sum:genesys.callback.over_sla_count{*}.as_count() + sum:genesys.chat.over_sla_count{*}.as_count() + sum:genesys.email.over_sla_count{*}.as_count() + sum:genesys.message.over_sla_count{*}.as_count() + sum:genesys.voice.over_sla_count{*}.as_count() > 100",
 		"message": "{{#is_alert}}\nThe over SLA conversations refer to the number of answered interactions that were over the SLA threshold.\n\nHigh number of over SLA conversations has been detected. Please review and take necessary action.\n{{/is_alert}}",
 		"tags": [
 			"source:genesys"

genesys/assets/dashboards/genesys_email.json

@@ -1,15 +1,15 @@
 {
 	"version": 2,
 	"created_at": "2024-11-18",
-	"last_updated_at": "2024-11-18",
+	"last_updated_at": "2025-04-04",
 	"title": "High Number of State Transition Errors Detected",
 	"description": "State transition errors refer to the number of errors caused by edge clock skew. This monitor tracks and alerts when there is an increased count of state transition errors, indicating potential issues with process transitions or workflow continuity.",
 	"definition": {
 		"id": 157630544,
 		"name": "High Number of State Transition Errors Detected",
 		"type": "query alert",
-		"query": "sum(last_1d):sum:genesys.conversations.state_transition_errors_count{*}.as_count() > 100",
-		"message": "{{#is_alert}}\nThe state transition errors refer to the number of errors caused by edge clock skew.\n\nA high number of state transition errors has been detected. Please review and take necessary action.\n{{/is_alert}}",
+		"query": "sum(last_1d):sum:genesys.callback.state_transition_errors_count{*}.as_count() + sum:genesys.chat.state_transition_errors_count{*}.as_count() + sum:genesys.email.state_transition_errors_count{*}.as_count() + sum:genesys.message.state_transition_errors_count{*}.as_count() + sum:genesys.voice.state_transition_errors_count{*}.as_count() > 100",
+		"message": "{{#is_alert}}\nThe state transition errors refer to the number of errors caused by Edge clock skew.\n\nA high number of state transition errors has been detected. Please review and take necessary action.\n{{/is_alert}}",
 		"tags": [
 			"source:genesys"
 		],

genesys/assets/dashboards/genesys_message.json

@@ -66,7 +66,7 @@
       },
       "metrics": {
         "prefix": "genesys.",
-        "check": ["genesys.conversations.total_voice", "genesys.conversations.wait_time_avg"],
+        "check": ["genesys.voice.total_conversations", "genesys.callback.wait_time_avg"],
         "metadata_path": "metadata.csv"
       },
       "service_checks": {