Genesys Chat

This page provides information about how the Genesys Chat metric is defined and calculated, and describes the key values used to designate these metrics in the billing files.

Metric specification

Billable item	Concurrent and Enabled number of agents who have active chat agents sessions, and who handled at least one chat interaction during the session.
Unit of measure	Agent count
Metric name	seats_chat
Metric frequency	Daily (concurrent), daily (enabled) in release 9.0.000.33 and later, (monthly (enabled) in earlier releases)
Metric scope	Region
Metric definition	Concurrent: Calculated with one-second precision, the maximum number of unique agents concurrently logged into the chat, who handled at least one chat interaction at any point of time during the login session.  Enabled: the number of unique agents logged into the chat, who handled at least one chat interaction during the month.
Data source	Genesys Info Mart database
Deployment model	One global instance of Genesys Info Mart database per tenant.

Configuration

You must define the following:

• 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 must contain a list of switch names valid for that location within the switches parameter.
  • If no switch names are listed in the switches parameter for a location, that location is used as the default location.
• Credentials — Within the globals section, at the top level in the gimdb section, define the default credentials to access the Info Mart database. 

Metric datasets

• sm_fact — A statement that is executed against the tenant Genesys Info Mart database.
• mm_sessions — A statement that is executed against the tenant Genesys Info Mart database. This statement extracts all agent multimedia session records that were extracted from ICON instances, and that intersect the specified day.

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 count includes only those agents who handled at least one chat interaction during the session.
• The file content complies with the IT Integration Specification:

  Channel type = 8

  Service class =  19

  Activity type = 5

  Status = AGENT_SEATS

  AgentGroupName = 1 (Concurrent), 2 (Enabled)