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Genesys Facebook Seats for NEXUS

This page provides information about how the Genesys Facebook Public Seats for NEXUS and Genesys Facebook Direct Messaging Seats for NEXUS metrics are defined and calculated, and describes the key values used to designate these metrics in the billing files.

Genesys Facebook Public Seats for NEXUS and Genesys Facebook Direct Messaging Seats for NEXUS are usage metrics.

Metric specification

Billable item Concurrent and Enabled number of agents having active 'twitter' agent sessions, and having handled at least one interaction of TwitterPublic (Public) or TwitterPrivate (Direct Messaging) interaction subtype during that session.
Unit of measure agents count
Metric Name seats_twitter_public, seats_twitter_direct
Metric frequency Daily (concurrent), monthly (enabled)
Metric scope Region
Metric definition
  • Concurrent: The number of concurrently active agent sessions with agents logged into the 'twitter' media channel, and having handled at least one interaction of TwitterPublic (Public) or TwitterPrivate (Direct Messaging) interaction subtype during that session. Calculated with one-second precision.
  • Enabled: number of unique agents logged into the 'twitter' media channel, and having handled at least one interaction of TwitterPublic (Public) or TwitterPrivate (Direct Messaging) interaction subtype during that session.
Data source Genesys Info Mart database
Deployment model One global instance of Genesys Info Mart database, per tenant.

Configuration

Define the following:

  • Regions and locations — Within each tenant configuration, define a set of regions and locations in which the tenant is enabled.
  • Credentials — In the globals section, define credentials at the top level in the following sections:
    • gimdb: the default credentials to access the Genesys Info Mart database.
  • Switch names — Within each location within each tenant, populate the switches parameter with a list of valid switch names. If a location has an empty list of switch names, it is used as a default location.

Metric datasets

  • sm_fact — statement executed against the Info Mart database of the tenant.
  • voice_sessions — statement executed against the Info Mart database of the tenant. Extracts all agents voice sessions records extracted from ICON instances, and intersecting the given day.

Resulting data file details

  • The number displayed in the resulting file (MessageSize field) represents the number of concurrently active agents, or the number of enabled agents.
  • The file content complies with the IT Integration Specification:
    Channel type =  12
    Service class =  24 (Twitter Public Seat), 23 (Twitter Direct Messaging Seat)
    Activity type =  5
    Status = AGENT_SEATS
    AgentGroupName = 1 (Concurrent), 2 (Enabled)
This page was last modified on April 12, 2019, at 13:16.

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