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Genesys E-mail

This page provides information about how the Genesys E-mail 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 email agent sessions.
Unit of measure Agents count
Metric name seats_email
Metric frequency Daily (concurrent), daily (enabled) in release and later, (monthly (enabled) in earlier releases)
Metric scope Region
Metric definition Concurrent: Calculated with 1 sec precision, the number of concurrently active agent sessions with agents logged into the email media channel, and where the agents handled at least one email interaction during the session. 
Enabled: the number of unique agents logged into the email media channel who handled at least one email interaction during the session.
Data source Genesys Info Mart database
Deployment model One global instance of Genesys Info Mart database per tenant.


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 contains 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. 

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 email interaction during the session.
  • The file content complies to the IT Integration Specification:
    Channel type = 2 
    Service class = 19 
    Activity type = 5
    Status = AGENT_SEATS
    AgentGroupName = 1 (Concurrent), 2 (Enabled)
This page was last edited on January 22, 2020, at 18:24.
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