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Genesys Task Routing

This page provides information about how the Genesys Task Routing metric is defined and calculated, and describes the key values used to designate these metrics in the billing files.

Metric specification

Billable item Number of 'workitem' interactions created within a billing period.
Unit of measure Objects count
Metric Name "gtr_interactions"
Metric frequency Daily
Metric scope Global
Metric definition Number of 'workitem' interactions created within a billing period.
Data source Genesys Info Mart database
Deployment model One global instance of Genesys Info Mart database, per tenant.

Configuration

Define the following:

  • Host & Port — Define the host / port of the tenant's GIM DB within each tenant configuration under "gimdb" section

Metric datasets

  • workitem_interactions — Dataset with a list of work item interactions created within a given day.

Resulting data file details

  • Number in the resulting file represents a number of GTR interactions created within a given day
  • File content complies to the IT Integration Specification:
    Activity Type = 12
    Channel type = 12
    Service class = 38
    Status = TRANSACTION
This page was last edited on January 22, 2020, at 18:13.
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