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Genesys Social Media Engagement

Metric specification

Billable item Concurrent and Enabled number of agents who have active agent sessions with facebook, twitter, or RSS media types.
Unit of measure

Agent count

Metric name

seats_social

Metric frequency

Daily (concurrent), monthly (enabled)

Metric scope Region
Metric definition Concurrent: Calculated with 1 sec precision, the number of concurrently active, unique agent sessions with agents who are logged into facebook, twitter, or RSS media channels. Enabled: the number of unique agents logged into facebook, twitter, or RSS media channels.
Data source

Genesys Info Mart (GIM) DB 

Deployment model One global instance of GIM DB per tenant.

Configuration details

  • 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 a location's switches parameter, that location will be used as the default location.
  • Credentials
    • At the top level in the gimdb section in the globals section, define the default credentials to access the GIM DBs.

Resulting data file details

  • The number in the resulting file (MessageSize field) represents the number of concurrently active agents or a number of enabled agents who are logged into facebook, twitter, or RSS media channels.
  • The file content complies to the IT Integration Specification:
    Channel type =  12
    Service class =  13
    Activity type = 5
    Status = AGENT_SEATS
    AgentGroupName = 1 (Concurrent), 2 (Enabled)

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This page was last modified on 27 June 2018, at 12:24.