Monitoring Gateway

Monitoring Gateway provides you with visibility and health monitoring data for your CXone Mpower system. This includes the following applications:

• Log Reader: Provides a simple interface to access call logs. You can view or download call logs, plus see overview information about the interactions, like the contact ID, start and end dates, and so forth.

• Port Management: Self-Service Port Management lets you request changes to the concurrent port limit. Changes can be for your own tenant High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower system., for your customers, or both.

• Voice Quality Metrics & Voice Diagnostics: Display near-real time data for quality of voice calls in CXone Mpower. You can use the application to monitor SIP Protocol used for signaling and controlling multimedia communication sessions such as voice and video calls. voice traffic and agents' WebRTC sessions. You can also use Voice Quality Metrics to discover, diagnose, and troubleshoot call quality issues for both customer and agent call legs. Voice Quality Metrics is not supported in FedRAMP.

• Monitoring Gateway Subscriptions: Lets you subscribe directly to call monitoring data as a Kafka stream. CXone Mpower pushes monitoring data directly into an external system that you set up. This lets you process and visualize the data according to your needs. The data includes information presented in Voice Quality Metrics, plus a variety of data about APIs responses in your Studio scripts.