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Active Call Recording / Screen Recording / Quality Management

This page provides information about how the Active Call Recording, Screen Recording, and Quality Management metrics are defined and calculated, and describes the key values used to designate these metrics in the billing files.

Active Call Recording, Screen Recording, and Quality Management are usage metrics.

Metric specification

Billable Item Concurrent and Enabled Cloud Contact Center Active Call Recording / Screen Recording / Quality Management Agents Seats.
Unit of measure agents count
Metric Name "seats_call_recording", "seats_screen_recording", "seats_quality_management"
Metric Frequency Daily (concurrent), monthly (enabled)
Metric Scope Region
Metric Definition
  • Concurrent "seats_call_recording", "seats_quality_management": number of concurrently active voice call recording sessions recorded during the billing period (daily concurrent).
  • Concurrent "seats_screen_recording": number of concurrently active screen recording sessions recorded during the billing period (daily concurrent).
  • Enabled "seats_call_recording", "seats_quality_management": number of unique logged in agents who had at least one voice call recorded during the billing period (monthly enabled).
  • Enabled "seats_screen_recording": number of unique logged in agents who had at least one screen session recorded during the billing period (monthly enabled).
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.
    • For each tenant, define the "gir_call_recording_center_id" parameter.
    • For each location, at the global, populate values in the "gir_elastic_search" section with details of the shared Elastic Search with GIR data: es_host as host:port and location filter that corresponds to region field in recordings: gir_region.
    Globally defined GIR ES details for each location are propagated down to the tenant level, and can be overridden on a tenant level
  • 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

  • call_recordings, screen_recordings — sets formed by extracting data from shared GIR Elastic Search instance in each location that tenant has enabled to extract a day's worth of call recordings, or screen recordings details.
    GIR ES should have an index billing-recording-usage-v1-<year-month>-<tenant id>, with two Cassandra documents under it - call_recording, and screen_recording, where:
    • <year-month> consists of 4 digits for year, a dash ('-'), 2 digits for the month, a dash ('-'), and 2 digits '00' for the day (doesn't vary but allocated for future proofing).
    • <tenant id> is the contact center ID as known by RWS.
    The resulting CSV files for both datasets have the following fields populated: id, calluuid, username, location, start_ts, end_ts, and populated according to the document linked above as. Recordings with isTestCall field set to true should be filtered out.
    Each record in the CSV represents a RecordingPeriods block, where the username field is present in the userNames array:
    • id — Cassandra id
    • calluuid — recordingPeriods.callUUID for screen recordings and recording id for call recordings
    • username — recordingPeriods.username
    • location — Obtained from region field in the Cassandra document
    • start_ts — recordingPeriods.startTime (in msec in UTC)
    • end_ts — recordingPeriods.stopTime (in msec in UTC)
  • Extracted datasets for location are stored on S3.
  • agent_resource — A statement executed against the GIM DB of the tenant. RESOURCE_ table is the primary source of information.
  • test_voice_interactions — statement executed against the GIM DB of the tenant.
  • test_chat_interactions — statement executed against the GIM DB of the tenant.

Resulting Data File Details

  • The number in the resulting file represents a concurrent (daily) or enabled (monthly) number of logged in agents that had a call, or a screen session, or either of two (quality management) recorded during their login sessions
  • File content complies with the IT Integration Specification:
    Activity Type = 5 (call recording), 5 (screen recording), 5 (quality management)
    Channel type = 1 (call recording), 1 (screen recording), 0 (quality management)
    Service class = 30 (call recording), 26 (screen recording), 25 (quality management)
    Status code = AGENT_SEATS (call recording), AGENT_SEATS (screen recording), AGENT_SEATS (quality management)
    AgentGroupName = 1 (Concurrent), 2 (Enabled)
This page was last modified on April 12, 2019, at 13:16.

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