Jump to: navigation, search

Third-party work items

Metric specification

Billable item Concurrent and Enabled number of agents who have active third-party work items agent sessions.
Unit of measure

Agent count

Metric name

seats_third_party

Metric frequency

Daily (concurrent), monthly (enabled)

Metric scope Region
Metric definition Concurrent: Calculated with 1 sec precision, the number of concurrently active, unique agent sessions in third-party work items / iWD media channels. Enabled: the number of unique agents who are logged into third-party work items / iWD media channels.
Data source

Genesys Info Mart (GIM) DB 

Deployment model One global instance of GIM DB per tenant.

Configuration details

  • 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 a location's switches parameter, that location will be used as the default location.
  • Credentials
    • At the top level in the gimdb section in the globals section, define the default credentials to access the GIM DBs. 

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 logged into third-party work items / iWD media channels.
  • The 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)

Feedback

Comment on this article:

blog comments powered by Disqus
This page was last modified on June 27, 2018, at 11:24.