Observability & APM
Treat contact-center KPIs as first-class metrics in your SRE and NOC observability stack — alongside infrastructure telemetry, with the alerting your platform teams already trust.
Contact-center KPIs as SRE signals
Queue depth becomes a capacity alert, abandon rate becomes a customer-experience SLO, routing failures correlate with infrastructure incidents. The same computed metrics that drive BI also belong in Prometheus, Grafana Cloud and OpenTelemetry pipelines.
Targets in this category
8 targets · 1 implemented / proven
Azure Application Insights
Platform telemetry across service hosts.
Prometheus remote write
KPIs as time-series for scrape/push.
Grafana Cloud
Prometheus and Loki backends.
OpenTelemetry
OTLP exporters to any backend.
Datadog
Metrics API integration.
New Relic
Metrics API integration.
Splunk HEC
HTTP Event Collector.
Elastic APM
Elastic Stack APM.
Why it matters
One pane of glass for ops and infra
When KPIs sit beside infrastructure telemetry, SRE and NOC teams catch capacity and experience issues before customers do.
Genesys metrics in your monitoring stack
Computed KPIs are exported as time-series into Prometheus, Grafana Cloud or OpenTelemetry pipelines, where they drive the same SLOs and alerting as the rest of your platform. Grafana appears here and in analytics — same connector, different consumer team.
- Queue depth and wait → capacity alerts
- Abandon / SLA → customer-experience SLOs
- Routing failures correlated with infra incidents
Choosing
Genesys metrics as SRE signals
Mapping operational KPI families to observability use.
| Metric family | Observability use |
|---|---|
| Queue depth / wait | Capacity alerts |
| Abandon / SLA | Customer-experience SLOs |
| Agent availability | Staffing correlation |
| Routing failures | Incident correlation with infrastructure |
Same engine, same guarantees
Every target inherits the platform
Whichever destination you pick, it runs on the same Reactive Engine — with consistent semantics, client-owned Azure, enterprise security and a delivery lifecycle that fits your estate.
One KPI definition
Every target in this category consumes the same computed metrics — service level is service level, everywhere.
Client-owned Azure
Ingest, reactive processing and storage run inside your subscription. Connectors are the only thing that reaches outward.
Platform-package model
Each target ships as a Global.Platform.* package on the shared core — adding one is a connector, not a rewrite.
Built for your SDLC
Provisioned as code, shipped through your pipelines, secured in Key Vault — like any other service you run.
Map your destinations to the right connectors
Book a connector assessment and we'll match your KPI families to the targets in this category — on your own Azure tenant.
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