Callback seats

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

The Callback metric is a usage metric.

Metric specification

Billable item	Concurrent and Enabled number of agents having voice sessions during which an agent handled at least one callback driven call. This metric captures only the concurrency of the full login sessions that handed a callback call at least once during the login session. Concurrency of the callback-originating activity within the agent login sessions is not included.
Unit of measure	agents count
Metric Name	seats_callback
Metric frequency	daily (concurrent), monthly (enabled)
Metric scope	Region
Metric definition	Concurrent: The number of concurrently active agent voice sessions recorded during the billing period (daily concurrent), during which an agent handled at least one callback driven call. Calculated with one-second precision. Enabled: The number of unique logged in agents that had voice sessions recorded during the billing period (monthly enabled), during which the agent handled at least one callback driven call.
Data source	Genesys Info Mart database.
Deployment model	One global instance of Genesys Info Mart database for each tenant.

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 contains 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.
• voice_sessions — statement executed against the Genesys Info Mart database of the tenant. Extracts all agent voice sessions records extracted from ICON instances, and intersecting the given day.

Resulting data file details

• The number displayed in the resulting file represents the number of enabled / concurrent seats.
• File content complies to the IT Integration Specification:

  Channel type = 1

  Service class = 25

  Activity Type = 5

  Status = AGENT_SEATS

  AgentGroupName = 1 (Concurrent), 2 (Enabled)