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Genesys Inbound Voice

This page provides information about how the Genesys Inbound Voice 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 that logged in for a voice media type at least once during the billing period.
Unit of measure Agent count
Metric name seats_inbound_voice
Metric frequency Daily (concurrent), daily (enabled) in release and later, (monthly (enabled) in earlier releases)
Metric scope Region
Metric definition Concurrent users are billed based on the maximum number of unique User IDs that logged in within any one minute interval during the billing period. Calculated with one second precision.
Enabled users are billed based on the total number of unique User IDs that logged in at least once during the billing period.

Note that, in Genesys Engage Cloud, usage for both Concurrent and Enabled is calculated and billed separately for each geographic region. If, during a billing period, the same User ID logs in at multiple geographic regions as an Inbound Voice agent, that User ID is counted toward usage in each of the regions.

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 unique agents, or a number of enabled agents with voice sessions registered on switches of any type other than 0 (Unknown Switch), 72 (SIP Switch), or 63 (OM Switch). 
  • The file content complies to the IT Integration Specification:
    Service class = 19
    Activity type = 5
    Status = AGENT_SEATS
    AgentGroupName = 1 (Concurrent), 2 (Enabled)
This page was last edited on December 9, 2020, at 14:21.
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