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Genesys Chat

Metric Specification

Billable Item Concurrent and Enabled number of agents having active 'chat' agents sessions.
Unit of measure

agents count

Metric Name

"seats_chat"

Metric Frequency daily (concurrent), monthly (enabled)
Metric Scope region
Metric Definition Concurrent: Calculated with 1 sec precision a number of concurrently active agent sessions with agents logged into the 'chat' media channel. Enabled: number of unique agents logged into the 'chat' media channel
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 agents, or a number of enabled agents
  • File content complies to the IT Integration Specification:
    Channel type = 8
    Service class =  19
    Activity Type = 5
    Status = AGENT_SEATS
    AgentGroupName = 1 (Concurrent), 2 (Enabled)

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This page was last modified on 28 March 2018, at 13:00.