Jump to: navigation, search

Third-party Work Items

Metric Specification

Billable Item Concurrent and Enabled number of agents having active third-party work items agents sessions.
Unit of measure

agents count

Metric Name


Metric Frequency

daily (concurrent), monthly (enabled)

Metric Scope region
Metric Definition Concurrent: Calculated with 1 sec precision a number of concurrently active unique agents' sessions in 3rd-party Work Items / iWD media channels. Enabled: number of unique agents logged into 3rd-party Work Items / iWD media channels.
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 logged into 3rd-party Work Items / iWD media channels
  • File content complies to the IT Integration Specification:
    Channel type =  12
    Service class =  11
    Activity Type = 5
    Status = AGENT_SEATS
    AgentGroupName = 1 (Concurrent), 2 (Enabled)


Comment on this article:

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