Genesys Chat

Metric specification

Billable item	Concurrent and Enabled number of agents who have active chat agents sessions.
Unit of measure	Agent count
Metric name	seats_chat
Metric frequency	Daily (concurrent), monthly (enabled)
Metric scope	Region
Metric definition	Concurrent: Calculated with 1 sec precision, the number of concurrently active agent sessions with agents logged into the chat media channel. Enabled: the number of unique agents logged into the chat media channel.
Data source	Genesys Info Mart (GIM) DB
Deployment model	One global instance of GIM DB per tenant.

Configuration details

• 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 a location's switches parameter, that location will be used as the default location.
• Credentials
  • At the top level in the gimdb section in the globals section, define the default credentials to access the GIM DBs. 

Resulting data file details

• The number displayed in the resulting file (MessageSize field) represents the number of concurrently active agents or a number of enabled agents.
• The 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)