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Outbound Contact

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

Metric specification

Billable item Concurrent and Enabled number of agents who have voice sessions during which an agent was involved in the OCS-driven activity. Concurrency of the co-browsing activity within the agent login sessions is not measured here; only the concurrency of full login sessions that use Outbound Contact at least once during the login session is measured.
Unit of measure Agent count
Metric name seats_outbound
Metric frequency Daily (concurrent), daily (enabled) in release and later, (monthly (enabled) in earlier releases)
Metric scope Region
Metric definition Concurrent: Calculated with 1 sec precision, the number of concurrently active agent voice sessions recorded during the billing period (daily concurrent) during which an agent was involved in the OCS-driven activity.
Enabled: the number of unique logged-in agents that recorded voice sessions during the billing period (monthly enabled) during which an agent was involved in the OCS-driven activity.
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.
    • 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 the switches parameter for a location, that location is used as the default location.
  • Credentials — Within the globals section, at the top level in the gimdb section, define the default credentials to access the Info Mart database. 

Resulting data file details

  • The number displayed in the resulting file (MessageSize field) represents the number of concurrently active agents or a number of enabled agents.
  • The file content complies to the IT Integration Specification:
    Channel type = 4
    Service class =  23 
    Activity type = 5 
    Status = AGENT_SEATS
    AgentGroupName = 1 (Concurrent), 2 (Enabled)
This page was last edited on January 22, 2020, at 18:25.
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