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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


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)


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This page was last modified on June 27, 2018, at 11:18.