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Genesys WhatsApp

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

Metric specification

Billable item Concurrent and Enabled number of agents who have whatsappsession sessions.
Unit of measure Agent count
Metric Name seats_whatsapp
Metric frequency Daily (concurrent), daily (enabled) in release and later, (monthly (enabled) in earlier releases)
Metric scope Region
Metric definition

Concurrent: The maximum number of unique agents concurrently logged into the whatsappsession. Calculated with one-second precision.

Enabled: The number of unique agents logged into the whatsappsession during the month.

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.
    • 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.
  • 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.

Metric datasets

  • sm_fact — statement executed against the Genesys Info Mart database of the tenant.
  • mm_sessions — statement executed against the Genesys Info Mart database of the tenant. Extracts all agent multimedia session records extracted from ICON instances, and intersecting the given day.

Resulting data file details

  • The number displayed in the resulting file (MessageSize field) represents the number of concurrently active agents, or the number of enabled agents. The count includes only those agents who handled at least one interaction of type whatsappsession during the session.
  • The file content complies with the IT Integration Specification:
    Channel type = 3
    Service class = 10
    Activity type = 5
    Status = AGENT_SEATS
    AgentGroupName = 1 (Concurrent), 2 (Enabled)
This page was last edited on May 10, 2022, at 09:28.
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