Jump to: navigation, search

Outbound Contact

Metric Specification

Billable Item Concurrent and Enabled number of agents having voice sessions during which an agent was involved into the OCS-driven activity. Note that concurrency of the co-browsing activity within the agent login sessions is not measured here, only the concurrency of the full login sessions using Outbound Contact at least once during the login session.
Unit of measure agents count
Metric Name "seats_outbound"
Metric Frequency daily (concurrent), monthly (enabled)
Metric Scope region
Metric Definition Concurrent: Calculated with 1 sec precision a number of concurrently active agent voice sessions recorded during the billing period (daily concurrent) during which an agent was involved into the OCS-driven activity. Enabled: number of unique logged in agents that had voice sessions recorded during the billing period (monthly enabled) during which an agent was involved into the OCS-driven activity
Data Source

Genesys Info Mart DB 

Deployment Model One global instance of Genesys Info Mart DB per tenant

Configuration Details

  • Within each tenant configuration, a set of regions and locations is defined in which the tenant is enabled.
  • Each location within tenant contains a list of switch names valid for that location within the switches parameter.
  • If a location has an empty list of switch names, it will be used as a 'default' location.
  • Default credentials that can be used to access GIM DBs are defined on global level: gimdb section under global

Resulting Data File Details

  • Number in the resulting file (MessageSize field) represents the number of concurrently active agents, or a number of enabled agents
  • 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)

Feedback

Comment on this article:

blog comments powered by Disqus
This page was last modified on 28 March 2018, at 13:00.