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Enabled / concurrent seats detailed report

Description

For audit purposes, the Billing Data Server (BDS) stores the details of the agent activity that contributed to the calculated peak or the number of the unique agents active during the month. That information is an artifact of the various agent seat metrics calculations.

The resulting files are stored under the folder defined in the gvars.py file under the enabled_seats_detailed_dir and concurrent_seats_detailed_dir variables:

  • Enabled agents reports files naming: <tenant_name>_<tenant_id>_YYYY_MM_Unique_Agent_<metric_name>.csv
  • Concurrent agents reports files naming: <tenant_name>_<tenant_id>_YYYY_MM_DD_Concurrent_Agent_<metric_name>.csv
tenant_name The name of the tenant as defined in BDS configuration
tenant_id The ID of the tenant as defined in BDS configuration
YYYY, MM, DD The year, month, and day (for concurrent agents reports) for which the report was produced
metric_name The name of the metric as defined in the Metric Name column in the tables, with all BDS metrics, listed in Metrics

GIM-based agent metrics

For all agent metrics that are based on Genesys Info Mart (GIM) data sets only, that is, sm_fact, and a sessions detailed data set (voice_sessions, or mm_sessions), the following information is stored for a list of enabled agents or for a list of agents whose sessions contributed to the day's peak:

tenant_id The ID of the tenant as defined in BDS configuration
tenant_name The name of the tenant as defined in BDS configuration
agentid The DBID of the Person object in the Configuration database
employee_id The employee ID of an agent resource, as it appears in the contact center configuration
agent_first_name The first name of the agent, as specified in the Person object's properties in the Configuration database
agent_last_name The last name of the agent, as specified in the Person object's properties in the Configuration database
username The user name of the agent, as specified in the Person object's properties in the Configuration database
SessionID The ID of the login session that contributed to the metric
MediaType The media channel of the login session
SwitchName The name of the switch on which the login session that contributed to the metric was registered
Created The start of the login session that contributed to the metric in the date time format
CreatedTS The start of the login session that contributed to the metric in the UNIX format
Terminated The end of the login session that contributed to the metric in the date time format
TerminatedTS The end of the login session that contributed to the metric in the UNIX format

The sources of the above information are as follows:

  • BDS configuration: tenant_id, tenant_name
  • "sm_fact" data set: agents, employee_id, agent_first_name, agent_last_name, username, Created, CreatedTS, Terminated, TerminatedTS
  • "mm_sessions" or / and "voice_sessions" data set: SessionID, MediaType, SwitchName

GIR-based agent metrics

For agent metrics that are based on data extracted from GIR sources, information about the login sessions is not available. Only the username is provided together with the call / screen recording information. Based on the username, the agent's information is extended with extra details of that agent available in the configuration. Thus, the following information is stored for a list of enabled agents, or for a list of agents who were part of the call / screen recording activity that contributed to the day's peak:

tenant_id The ID of the tenant as defined in BDS configuration
tenant_name The name of the tenant as defined in BDS configuration
agentid The DBID of the Person object in the Configuration database
employee_id The employee ID of an agent resource, as it appears in the contact center configuration
agent_first_name The first name of the agent, as specified in the Person object's properties in the Configuration database
agent_last_name The last name of the agent, as specified in the Person object's properties in the Configuration database
username The user name of the agent as specified in the Person object's properties in the Person object's properties in the Configuration Database
ActivityType The type of the recording session: "call" or "screen"
Created The start of the recording session that contributed to the metric in the date time format
CreatedTS The start of the recording session that contributed to the metric in the UNIX format
Terminated The end of the recording session that contributed to the metric in the date time format
TerminatedTS The end of the recording session that contributed to the metric in the UNIX format

The sources of the above information are as follows:

  • BDS configuration: tenant_id, tenant_name
  • "agent_resource" data set: agents, employee_id, agent_first_name, agent_last_name, username
  • "call_recordings" or / and "screen_recordings" data set: ActivityType, Created, CreatedTS, Terminated, TerminatedTS
Important
The fields extracted from the "agent_resource" data set might be empty if no matching record was found or the "agent_resource" data set extraction was enabled in the middle of the month. A warning will be logged.

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This page was last modified on 27 June 2018, at 12:30.