Genesys CIM Premise Places

This page provides information about how the Genesys CIM Premise Places metric is defined and calculated, and describes the key values used to designate these metrics in the billing files.

The Genesys CIM Premise Places metric is a billable metric.

Metric specification

Billable item	Concurrent and Enabled number of unique agents places in the deployment. Excludes non-agents.
Unit of measure	places count
Metric Name	cim_premise_places
Metric frequency	Daily (concurrent), daily (enabled)
Metric scope	global
Metric definition	Concurrent: The number of concurrently active unique PlaceIDs either used within multimedia login sessions, or associated with EndPoints of ACDPosition, or Extensions types, that are not linked to any IVR Ports. Calculated with one-second precision. Enabled: The number of concurrently active unique PlaceIDs either used within multimedia login sessions, or associated with EndPoints of ACDPosition, or Extensions types, that are not linked to any IVR Ports, since the first day of the current month.
Data source	Genesys Info Mart database.
Deployment model	One global instance of Genesys Info Mart database for each tenant.
Notes	Multiple DNs associated with a single agent place are counted as one enabled seat, not multiple seats. A single place logging into voice, email, and chat is counted as one place, not multiple places.

Configuration

Define the following:

• Regions and locations — Within each tenant configuration, define a set of regions and locations in which the tenant is enabled.
  • Each location within a tenant should contain a list of switch names valid for that location within the switches parameter.
  • If no switch names are listed in the switches parameter for a location, that location is used as the default location.
• Credentials — Within the globals section, at the top level in the gimdb section, define the default credentials to access the Info Mart database. 

Metric datasets

• sm_fact — statement executed against the Genesys Info Mart database of the tenant. Based on tenant specific filters that contain DBIDs of test Person objects (RESOURCE-DBID-FILTER, AGENT-DBID-FILTER) the statement extracts all Info Mart summarized sessions, excluding those that represent Genesys test activity.
• mm_sessions — statement executed against the Genesys Info Mart database of the tenant. Extracts all agent multimedia sessions records extracted from ICON instances, and intersecting the given day. Use tenant-specific filters used in the statement to filter out the Genesys test activity if needed.
• endpoint_place — statement executed against Genesys Info Mart database of the tenant. Extract information about DNs of ACDPosition and Extension types that associated with Place objects in configuration during the current day.
• agent_resource, dn, folder — used for business units breakdown, if needed.

Resulting data file details

• The number in the resulting file (MessageSize field) represents the number of concurrently active unique agent places, or a number of unique places that has been active since the first day of the current month.
• File content complies to the IT Integration Specification:

  Channel type = 0

  Service class = 35

  Activity Type = 5

  Status = AGENT_SEATS

  AgentGroupName = 1 (Concurrent), 2 (Enabled)