With DXP Release 20, Nectar continues to advance the mission of delivering full observability across the modern enterprise’s communications infrastructure. This release focuses heavily on Genesys Cloud, giving customers and partners new capabilities to monitor operations, detect issues faster, and drive measurable improvements in both performance and customer experience.
R20 deepens DXP’s integration with Genesys Cloud by expanding real-time operational metrics, introducing advanced call-level analytics, and automating the link between detection, incident creation, and resolution.
What’s New for Genesys Cloud Users
Contact centers depend on multiple interconnected systems — dialers, bots, CRM integrations, workflows, and routing logic — to function flawlessly. When one fails, the customer feels it.
With R20, DXP expands into Genesys operational events, delivering real-time visibility into the health and performance of key Genesys Cloud components. These events can be automatically forwarded into customer or partner incident management workflows for proactive action — reducing downtime, improving SLA compliance, and protecting revenue.
To illustrate the business impact, the following examples highlight both operational and revenue-driven benefits for each key update:
- Dialers – Detect slow dialing or failed outbound calls before they affect campaign results.
• Operational: Proactively monitor campaign health by detecting dialing delays or call failures in real time, helping teams avoid wasted agent time and poor conversion rates. Identify configuration issues quickly and ensure compliance with dialing regulations (e.g., abandoned call thresholds).
• Revenue: Protect outbound revenue streams for sales and collections operations by ensuring agents stay productive and campaigns stay compliant. Reduce risk of SLA penalties through early detection and correction of dialer issues. - Bots – Identify when messages or attachments fail to reach agents, preventing customers from being stuck mid-conversation.
• Operational: Monitor bot-to-agent handoffs and message delivery to ensure customers aren’t left waiting. Validate conversation integrity across channels and analyze failed intents or actions to improve bot design and reliability.
• Revenue: Prevent lost sales or leads caused by broken bot interactions, improve ROI through more effective self-service deflection, and support AI/automation upsell opportunities by demonstrating measurable reliability. - CRM Integrations (e.g., Salesforce) – Catch missing customer pop-ups or failed transcriptions that disrupt agent workflows.
• Operational: Detect when customer data fails to load so agents aren’t working blind. Identify and resolve API or sync errors before they impact case handling. Maintain complete, auditable records for compliance and QA.
• Revenue: Reduce Average Handle Time (AHT) by ensuring contextual data appears instantly, improving both efficiency and satisfaction. Reliable CRM integration enhances customer loyalty and supports personalized upsells. - Workflows – Surface overutilized or failed queues to maintain SLA performance.
• Operational: Detect congestion or routing failures before they escalate. Monitor queue utilization and workflow health to ensure tasks reach the right agents on time.
• Revenue: Avoid SLA breaches that could result in penalties or lost contracts. Improve throughput and resource allocation to handle higher workloads without adding headcount. - Call Routing – Flag calls that time out before an agent answers or identify agents stuck in “Do Not Disturb.”
• Operational: Identify routing misconfigurations and agent availability issues in real time, allowing supervisors to intervene immediately.
• Revenue: Every missed call is a missed opportunity. Proactive detection preserves sales, retention, and brand reputation by ensuring customers reach the right person, the first time.
Increased Depth of Call Metrics
Real-Time Call Disconnect Events
Building on DXP’s expanded operational event coverage, R20 introduces Real-Time Call Disconnect Events — a new layer of visibility that helps contact centers understand not just when calls end, but why. These events are generated in real time, just like other operational events, and can be integrated directly into incident management and anomaly-detection workflows.
By identifying whether a call was disconnected by the customer, the carrier, or the system, DXP provides the context needed for faster diagnosis and proactive response.
For example, a sudden rise in customer-initiated disconnects within a specific ACD queue often indicates long hold times or staffing gaps that need immediate attention.
Operational Benefits:
- Faster Root Cause Identification: Disconnect events are directly linked to related systems—such as IVRs, queues, or agent sessions—so teams can quickly trace issues to their source.
- Proactive Incident Prevention: Early-warning thresholds alert operations staff before disconnect trends impact service levels or customer satisfaction.
Revenue Benefits:
- Reduced Lost Sales Opportunities: Detecting abnormal disconnects in real time allows teams to re-engage customers faster, preventing missed conversions or retention losses.
- Lower Call Abandonment Impact: Identifying high abandonment rates in specific queues enables quicker staffing or routing adjustments to maintain revenue-generating capacity.
Call Segment Analysis
DXP R20 introduces Call Segment Analysis — a powerful new layer within the Conversation Journey View that gives contact centers deeper visibility into what happens after the customer hangs up.
This feature captures and visualizes additional call metrics, including time spent in “after call work” (ACW) mode, hold time, and wrap-up duration, giving operations teams a complete picture of the entire interaction lifecycle.
By understanding how much time agents spend in each phase of the call, supervisors can quickly identify patterns, process inefficiencies, and coaching opportunities that directly influence productivity and service quality.
Operational Benefits:
- Improved Agent Coaching: Surface non-optimal behaviors and help agents streamline their post-call workflows to improve consistency and overall quality.
- Process Optimization: Identify where agents spend excessive time on manual wrap-up or tool navigation, enabling process improvements that remove friction and save time.
Revenue Benefits:
- Lower Labor Costs: Greater efficiency means fewer agents are needed to manage the same workload, lowering operational costs without compromising customer experience.
- Higher Agent Productivity: Monitoring and reducing ACW time allows agents to handle more interactions per hour, maximizing the value of every shift.
Together, these enhancements make it easier than ever to see the full picture — from IVR to agent desktop — and ensure every leg of the customer journey performs as intended. Also, each operational event is contextualized, linking directly to the affected component. These links will be carried over into the customer’s incident management system, giving end-users direct access to root of the issue in one click.
Automation and Context – Working Together
DXP R20 brings together automation and context in a way that transforms how incidents are detected, managed, and resolved.
- Automated Incident Creation:
Events can now automatically trigger incident tickets — complete with context-rich details and direct links to the affected interaction, agent, or IVR system. This means less time spent triaging and more time solving. - Early Warning & Proactive Action:
Many events include early warning thresholds, allowing teams to take preventive action before service degradation occurs.
For example, a spike in disconnects within a queue can immediately trigger an alert and recommendation to evaluate staffing or routing rules. - Customizable Workflows & Descriptions:
Every organization is different — so is their incident response. DXP R20 allows users to tailor event descriptions, severity levels, and even attach remediation playbooks or knowledge-base links directly within the event.
The result is a smarter, faster incident process — where teams can fix issues before they impact the customer experience.
Partner and Platform Enhancements
Our partners are central to how we deliver value. DXP R20 introduces new functionality to make life easier for MSPs managing multiple customers, while also improving scalability and cost efficiency at the platform level.
For MSPs:
- Granular Role-Based Access:
Partners can now assign permissions with more precision — ensuring separation of duties, greater compliance, and safer delegation of operational tasks such as service window management. - Streamlined Teams Monitoring:
Microsoft Teams partial user monitoring is now fully configurable through the DXP UI. This eliminates manual onboarding steps, allows API-based automation, and simplifies scaling to large enterprise environments.
The Bottom Line
DXP R20 isn’t just another release — it’s a major step forward in AI-driven observability and intelligent automation for Genesys Cloud and unified communications environments.
By combining deeper data, smarter event automation, and partner-focused controls, we’re helping enterprises and service providers alike deliver more resilient, proactive, and efficient customer experiences. Interested in seeing it in action? Request a demo.
