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Cloud Contact Center Supervisor Seat

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

Cloud Contact Center Supervisor Seat is a usage metric.

Metric specification

Billable item Concurrent and enabled number of supervisors having active sessions.
Unit of measure objects count
Metric Name "seats_supervisor"
Metric frequency Daily (concurrent), monthly (enabled)
Metric scope Region
Metric definition
  • Concurrent: The peak number of concurrently active unique supervisors sessions registered during the given day. Calculated with one-second precision.
  • Enabled: number of unique supervisors sessions during the month
Data source Genesys Info Mart database
Deployment model One global instance of Genesys Info Mart database, per tenant.
Important
This metric requires Interaction Concentrator 8.1.514.19 or later.

Configuration

Define the following:

  • Regions and locations — Within each tenant configuration, define a set of regions and locations in which the tenant is enabled.
  • Credentials — In the globals section, define credentials at the top level in the following sections:
    • gimdb: the default credentials to access the Genesys Info Mart database.
  • Switch names — Within each location within each tenant, populate the switches parameter with a list of valid switch names. If a location has an empty list of switch names, it is used as a default location.

Metric datasets

  • sm_fact — statement executed against the Info Mart database of the tenant.
  • voice_sessions — statement executed against the Info Mart database of the tenant. Extracts all agents voice sessions records extracted from ICON instances, and intersecting the given day.
  • mm_sessions — statement executed against the Info Mart database of the tenant. Extracts all agents multimedia sessions records extracted from ICON instances, and intersecting the given day.
  • agent_resource — statement executed against the Info Mart database of the tenant. GIDB_GC_AGENT, and GIDB_GC_ANNEX tables are the source of information.

Resulting data file details

  • The number displayed in the resulting file (MessageSize field) represents the number of concurrently active agents, or the number of enabled agents.
  • The file content complies with the IT Integration Specification:
    Channel type =  0
    Service class =  21
    Activity type =  5
    Status = AGENT_SEATS
    AgentGroupName = 1 (Concurrent), 2 (Enabled)
This page was last modified on April 12, 2019, at 13:16.

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