Auditing

To track the usage of bots used in Intelligent Automation, Genesys offers SQL (MS-SQL and Oracle PL-SQL) scripts to retrieve usage data.

Requirements

• Intelligent Automation 9.0.106 and later
• Permissions to run SQL scripts

Important

• Run when the Hive Off activity is not running. Hive Off is recommended to be run nightly.
• Six weeks historical data is recommended. You can decide on the retention policies based on your organization requirements. The default setting is 30 days.

Running the Audit scripts

Important

For Interaction Billing - Genesys measures from midnight to midnight and counts the unique channel conversation IDs* within that timeframe.

• Depending on your database format, download the following script in the Intelligent Automation database:
  • botaudit-mssql.sql if you are using MS-SQL
  • botaudit-oracle.sql if you are using Oracle SQL

• Modify the following script (for both customer types)
  • For MS-TSQL:

declare @start_dateX as date = '2021-01-03 00:00:00.0'
declare @end_dateX as date = '2021-12-31 23:59:59.999'
declare @companyIDX int = 2
declare @siteIdX int = null

• • For Oracle PL-SQL:

start_dateX DATE := TO_DATE('01/01/2021', 'DD/MM/YYYY');
end_dateX date := TO_DATE('30/12/2021', 'DD/MM/YYYY');
companyIDX int := 2;
siteIdX int := 0;

The parameters to be modified are:

1. start_dateX - The start date range. Use the DD/MM/YYYY format.
2. end_dateX - The end date range. Use the DD/MM/YYYY format.
3. companyIDX - Use the correct company ID. Wildcard characters are not allowed.
4. siteIdX - This is not used for calculation, but rather for display purposes only.

The scripts generate three reports:

1. Count of Interactions count for Chatbot legacy customers
2. Count of Turns for chatbot new customers
3. Count of interactions for Voicebot customers

Chatbots

If NLU is used at any time during the call, Genesys counts and sums the entire call duration for a 24-hour period.

Limitations

• Chatbot interactions will no longer be offered to new customers.
• Chatbot turns are the new meter.
• Chatbot customers will be switched to turns when they renew their contract.

Voicebots

If NLU is used at any time during the call, Genesys counts and sums the entire call duration for a 24-hour period.

Limitations

• Voicebot interactions will no longer be offered.
• Voicebot minutes will remain as the only meter.
• Voicbot are not offered on a turn basis.

Sample Reports

For Chatbot Turns report,

• For MS-TSQL databases,
  • declare @ChatBotTurns bit = 0
    • For chat use, set @IsChatCall bit = 1
    • For voice use, set @IsChatCall bit = 0

• For Oracle PL-SQL databases
  • ChatBotTurns = false
    • For chat, use IsChatCall number(1) := 1
    • For voice, use IsChatCall number(1) := 0