Jump to: navigation, search

Genesys CIM Platform

Metric Specification

Billable Item Concurrent and Enabled number of unique agents having active sessions regardless of the media channel, or switch type 
Unit of measure

agents count

Metric Name

"seats_CIM"

Metric Frequency

daily (concurrent), monthly (enabled)

Metric Scope region
Metric Definition Concurrent: Calculated with 1 sec precision a number of concurrently active unique agents' sessions with agents logged into 'facebook', 'twitter', or 'rss' media channels. Enabled: number of unique agents logged into  'facebook', 'twitter', or 'rss' media channels
Data Source

Genesys Info Mart DB 

Deployment Model One global instance of Genesys Info Mart DB per tenant

Configuration Details

  • Within each tenant configuration, a set of regions and locations is defined in which the tenant is enabled.
  • Each location within tenant contains a list of switch names valid for that location within the switches parameter.
  • If a location has an empty list of switch names, it will be used as a 'default' location.
  • Default credentials that can be used to access GIM DBs are defined on global level: gimdb section under global

Resulting Data File Details

  • Number in the resulting file (MessageSize field) represents the number of concurrently active unique agents, or a number of enabled agents having active sessions regardless of the media channel, or switch type 
  • File content complies to the IT Integration Specification:
    Channel Type = 0
    Service Class = 19
    Activity Type = 5
    Status = AGENT_SEATS
    AgentGroupName = 1 (Concurrent), 2 (Enabled)

Feedback

Comment on this article:

blog comments powered by Disqus
This page was last modified on 28 March 2018, at 13:00.