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Genesys Voice

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

Genesys Voice is a usage metric.

Metric specification

Billable item Concurrent and Enabled number of agents with voice sessions
Unit of measure agents count
Metric Name seats_inbound_voice
Metric frequency Daily (concurrent), monthly (enabled)
Metric scope Region
Metric definition
  • Concurrent: The peak number of concurrently active unique agents' voice sessions registered during the given day. Calculated with one-second precision.
  • Enabled: number of unique agents with voice sessions during the month.
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 GIM database of the tenant.
  • voice_sessions — statement executed against the GIM database of the tenant. Extract all agents voice sessions records extracted from ICON instances, and intersecting the given day.

Resulting data file details=

  • The number in the resulting file (MessageSize field) represents the number of concurrently active unique agents, or the number of enabled agents with voice sessions.
  • The file content complies with the IT Integration Specification:
    Channel type =  1
    Service class =  19
    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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