Monitroing Genesys CCaaS using dynatrace

explore_DT — Tue, 19 May 2026 16:02:45 GMT

Hi,

I know this is a fairly generic question, but I wanted to check if anyone here has integrated Dynatrace for monitoring Genesys CCaaS or any other CCaaS platform.

I’m trying to understand, from an observability/SRE perspective, what telemetry and metrics are typically monitored across CCaaS components such as:

IVR
Routing
Integrations/APIs
Agent client/desktop
Dialer services

At the moment, I don’t have the full architecture details, so I’m mainly looking for general guidance or real-world experience around monitoring strategy and integration approaches.

I’m also curious about how people usually integrate Dynatrace in these environments:

Using APIs and custom extensions
Synthetic/RUM monitoring
OneAgent deployment (although from what I found online, installing OneAgent directly on Genesys Cloud components may not be possible since it’s SaaS)

If anyone has experience with this setup, I’d really appreciate any insights, architecture examples, best practices, documentation, or videos that explain a similar monitoring strategy.

Thanks in advance!

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Monitroing Genesys CCaaS using dynatrace