Genesys SIP Interaction

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

The Genesys SIP Interaction metric is a billable metric.

Metric specification

Billable item	Concurrent and Enabled number of agents with voice sessions registered on switches of type 72 (SIP Switch or SIP Cluster), and handling at least one interaction. Excludes non-agents.
Unit of measure	agents count
Metric Name	seats_sip_interaction
Metric frequency	Daily (concurrent), daily (enabled)
Metric scope	global
Metric definition	Concurrent: The number of concurrently active unique agents' voice sessions registered on switches of type 72 (SIP Switch or SIP Cluster), and handling at least one interaction during the given day. Calculated with one-second precision. Enabled: The number of unique agents with voice sessions recorded since the 1st day of the month, registered on switches of type 72 (SIP Switch or SIP Cluster), and handling at least one interaction.
Data source	Genesys Info Mart database.
Deployment model	One global instance of Genesys Info Mart database for each tenant.

Configuration

Define the following:

• Credentials — Within the globals section, at the top level in the gimdb section, define the default credentials to access the Info Mart database. 

Metric datasets

• sm_fact — statement executed against the Genesys Info Mart database of the tenant. Based on tenant specific filters that contain DBIDs of test Person objects (RESOURCE-DBID-FILTER, AGENT-DBID-FILTER) the statement extracts all Info Mart summarized sessions, excluding those that represent Genesys test activity.
• voice_sessions — statement executed against the Genesys Info Mart database of the tenant. Extracts all agents voice sessions records extracted from ICon instances, and intersecting the given day. Tenant-specific filters used in the statement allow to filter out the Genesys test activity if needed.

Resulting data file details

• The number in the resulting file (MessageSize field) represents the number of concurrently active unique agents, or a number of enabled agents with voice sessions registered on switches of type 72 (SIP Switch or SIP Cluster).
• File content complies to the IT Integration Specification:

  Channel type = 12

  Service class = 41

  Activity Type = 5

  Status = AGENT_SEATS

  AgentGroupName = 1 (Concurrent), 2 (Enabled)