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Genesys Inbound Voice

Metric Specification

Billable Item Concurrent and Enabled number of agents with voice sessions registered on switches of any types other than 0 (Unknown Switch), 72 (SIP Switch) or 63 (OM Switch) 
Unit of measure agents count
Metric Name "seats_inbound_voice"
Metric Frequency daily (concurrent), monthly (enabled)
Metric Scope region
Metric Definition Concurrent: Calculated with 1 sec precision a number of concurrently active unique agents' voice sessions registered on switches of any types other than 0 (Unknown Switch), 72 (SIP Switch) or 63 (OM Switch) during the given day. Enabled: number of unique agents with voice sessions registered on switches of any types other than 0 (Unknown Switch), 72 (SIP Switch) or 63 (OM Switch) during the month
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 unique agents, or a number of enabled agents with voice sessions registered on switches of any types other than 0 (Unknown Switch), 72 (SIP Switch) or 63 (OM Switch). 
  • File content complies to the IT Integration Specification:
    Service class = 19
    Activity Type = 5
    Status = AGENT_SEATS
    AgentGroupName = 1 (Concurrent), 2 (Enabled)

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This page was last modified on 28 March 2018, at 13:00.