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)