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!
