View table: BDSMetric
Table structure:
- productshort - String
- Role - String
- DisplayName - String
- TocName - String
- Dimension - String
- Context - Wikitext
- Product - String
- Manual - String
- UseCase - String
- Introduction - Wikitext
- BillableItem - Wikitext
- UnitOfMeasure - String
- MetricName - String
- MetricFrequency - Wikitext
- MetricScope - String
- MetricDefinition - Wikitext
- DataSource - String
- DeploymentModel - String
- IsChoice - String
- ChoiceMetrics - List of String
This table has 61 rows altogether.
Page | productshort | Role | DisplayName | TocName | Dimension | Context | Product | Manual | UseCase | Introduction | BillableItem | UnitOfMeasure | MetricName | MetricFrequency | MetricScope | MetricDefinition | DataSource | DeploymentModel | IsChoice | ChoiceMetrics |
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Draft:BDS/Current/User/ASRandTTSMinutes | Draft:BDS | GVP ASR minutes / GVP TTS minutes | GVP ASR minutes / GVP TTS minutes | This page provides information about how the GVP ASR minutes and GVP TTS minutes metric are defined and calculated, and describes the key values used to designate these metrics in the billing files. GVP ASR minutes and GVP TTS minutes are usage metrics. |
Billing Data Service | User | Cloud Contact Center ASR (minutes) & Cloud Contact Center TTS (minutes) | minutes | gvp_asr_minutes, gvp_tts_minutes | Daily | Region | ASR treatment / TTS treatment duration of the call in milliseconds with each such treatment represented by a separate record | GVP Reporting Server (RS) database; Genesys Info Mart database | Instance of GVP Reporting Server database per location (shared between tenants or individual); One global instance of Genesys Info Mart database, per tenant. | No | |||||
Draft:BDS/Current/User/ASRPorts | Draft:BDS | ASR ports | ASR ports | This page provides information about how the ASR Ports metric is defined and calculated, and describes the key values used to designate these metrics in the billing files. | Billing Data Service | User | Cloud Contact Center ASR port peak usage and Cloud Contact Center TTS port peak usage. | Port peak usage | gvp_asr_ports | Daily | Region | Peak usage of ASR treatment / TTS treatment applied to calls within the Genesys Voice Platform (GVP). | GVP Reporting Server (RS) database; Genesys Info Mart database | Instance of GVP Reporting Server database per location (shared between tenants or individual); one global instance of Genesys Info Mart database per tenant. | No | |||||
Draft:BDS/Current/User/ASRTTS | Draft:BDS | ASR/TTS | ASR/TTS | TBD | User | ASR/TTS treatment of the call in milliseconds rounded to 20000+6000ms chunks. | Objects Count | TBD | Daily | Region | ASR and TTS Minutes for Nuance are calculated as the sum of total call duration in minutes for all call segments during which any of the Nuance Software is used. Each segment is a minimum of 20 seconds and rounded up to the next six (6) second increment. | GVP Reporting Server DB, Genesys Info Mart database | TBD | No | ||||||
Draft:BDS/Current/User/Callback | Draft:BDS | Callback seats | Callback seats | This page provides information about how the Callback metric is defined and calculated, and describes the key values used to designate these metrics in the billing files. The Callback metric is a usage metric. |
Billing Data Service | User | Concurrent and Enabled number of agents having voice sessions during which an agent handled at least one callback driven call. This metric captures only the concurrency of the full login sessions that handed a callback call at least once during the login session. Concurrency of the callback-originating activity within the agent login sessions is not included. | agents count | seats_callback | Daily (concurrent), daily (enabled) in release 9.0.000.33 and later, (monthly (enabled) in earlier releases) | Region |
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Genesys Info Mart database. | One global instance of Genesys Info Mart database for each tenant. | No | |||||
Draft:BDS/Current/User/CIMPremisePlaces | Draft:BDS | Genesys CIM Premise Places | Genesys CIM Premise Places | This page provides information about how the Genesys CIM Premise Places metric is defined and calculated, and describes the key values used to designate these metrics in the billing files. The Genesys CIM Premise Places metric is a billable metric. |
Billing Data Service | User | Concurrent and Enabled number of unique agents places in the deployment. Excludes non-agents. | places count | cim_premise_places | Daily (concurrent), daily (enabled) | global |
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Genesys Info Mart database. | One global instance of Genesys Info Mart database for each tenant.|-|'''Notes'''|*Multiple DNs associated with a single agent place are counted as one enabled seat, not multiple seats.*A single place logging into voice, email, and chat is counted as one place, not multiple places.|- | No | |||||
Draft:BDS/Current/User/CIMPremiseUsers | Draft:BDS | Genesys CIM Premise Users | Genesys CIM Premise Users | This page provides information about how the Genesys CIM Premise Users metric is defined and calculated, and describes the key values used to designate these metrics in the billing files. The Genesys CIM Premise Users metric is a billable metric. |
Billing Data Service | User | Concurrent and Enabled number of unique agents having active sessions regardless of the media channel, or switch type, and who handled at least one interaction. Excludes non-agents. | agents count | cim_premise_users | Daily (concurrent), daily (enabled) | Global |
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Genesys Info Mart database. | One global instance of Genesys Info Mart database for each tenant. | No | |||||
Draft:BDS/Current/User/CloudCCSupervisorSeat | Draft:BDS | Cloud Contact Center Supervisor Seat | Cloud Contact Center Supervisor Seat | This page provides information about how the Cloud Contact Center Supervisor Seat metric is defined and calculated, and describes the key values used to designate these metrics in the billing files. Cloud Contact Center Supervisor Seat is a usage metric. |
Billing Data Service | User | Concurrent and enabled number of supervisors having active sessions. | objects count | seats_supervisor | Daily (concurrent), daily (enabled) in release 9.0.000.33 and later, (monthly (enabled) in earlier releases) | Region |
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Genesys Info Mart database | One global instance of Genesys Info Mart database, per tenant.<div class="new-note Important"><div class="new-note-heading">Important</div>This metric requires Interaction Concentrator 8.1.514.19 or later.</div> | No | |||||
Draft:BDS/Current/User/DesignerChtBtIxn | Draft:BDS | Designer-based Chatbot interactions | Designer-based Chatbot interactions | This page provides information about how the Designer-based Chatbot interactions metric is defined and calculated, and describes the key values used to designate these metrics in the billing files. | Billing Data Service | User | Number of bot interactions sourced from Designer-based applications. | Sessions count | chatbot_interactions | Daily | Global | Calculated as the total duration of all bot blocks invoked during an interaction divided by 24h, with any decimal remainder rounded up to the nearest whole number. Counts only sessions containing non-voice media channels. | Genesys Info Mart database | One global instance of Genesys Info Mart database, per tenant. | No | |||||
Draft:BDS/Current/User/DesignerVceBtIxn | Draft:BDS | Designer-based Voicebot interactions | Designer-based Voicebot interactions | This page provides information about how the Designer-based Voicebot interactions metric is defined and calculated, and describes the key values used to designate these metrics in the billing files. | Billing Data Service | User | Number of voice interaction containing message exchanges between a consumer and one or more Genesys bots. | Sessions count | voicebot_interactions | Daily | Global | Calculated as the total duration of all bot blocks invoked during an interaction divided by 15 min, with any decimal remainder rounded up to the nearest whole number. Counts only sessions containing voice media channels. | Genesys Info Mart database | One global instance of Genesys Info Mart database, per tenant. | No | |||||
Draft:BDS/Current/User/DesignerVceBtMin | Draft:BDS | Designer-based Voicebot minutes | Designer-based Voicebot minutes | This page provides information about how the Designer-based Voicebot minutes metric is defined and calculated, and describes the key values used to designate these metrics in the billing files. | Billing Data Service | User | The total duration, in minutes, of all voicebot sessions during the reporting period. | minutes | voicebot_minutes | Daily | Global | The total duration of the self-service phase of voice calls containing at least one bot block. | Genesys Info Mart database | One global instance of Genesys Info Mart database, per tenant. | No | |||||
Draft:BDS/Current/User/Digital1 | Draft:BDS | Digital 1 bundle | Digital 1 | Describes the Digital 1 bundle in Genesys Choice, its capabilities, and measurement through BDS metrics. | Billing Data Service | User | The Digital 1 bundle provides core digital customer service capabilities such as SMS, web and mobile chat, and email. In addition, the Digital 1 bundle provides applications for Routing/Context Routing, Agent Workspace, Reporting, and Configuration tools. With the Digital 1 bundle, you have access to the following GWS APIs as well as the APIs included in the following capabilities section.
Digital 1 users are billed based on consumption type - Named or Concurrent user. For more details about Digital 1 user, see the Metric definition. Note that some capabilities in the Digital 1 bundle incurs a fee and their details are as follows.
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Users are counted and billed as Digital 1 users in a given billing period if they use any of the following features:
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User | bundle_digital_one | Daily | Region | Named Digital 1 users
Concurrent Digital 1 users
Chat capabilities
Email capabilities
SMS capabilities
If you are looking for extended (or advanced?) digital channels like social engagement through Facebook, Twitter or WhatsApp, see the Digital 2 bundle. If you are looking for core contact center capabilities such as inbound or outbound voice, see the voice bundles - Voice 1 and Voice 2. |
Genesys Info Mart database | TBD | No | seats_chat • seats_email | |||
Draft:BDS/Current/User/Digital2 | Draft:BDS | Digital 2 bundle | Digital 2 | Describes the Digital 2 bundle in Genesys Choice, its capabilities, and measurement through BDS metrics. | Billing Data Service | User | The Digital 2 bundle provides capabilities such as Messaging, and Social Engagement through WhatsApp, Facebook, and Twitter. When you signup for the Digital 2 bundle, the Digital 1 bundle is also included in your package. Note that some capabilities in the Digital 2 bundle incurs a fee and their details are as follows.
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Digital 2 user is billed based on the consumption of the bundle as a concurrent and/or named user in a given the billing period. Note: The Digital 1 bundle and its capabilities are included in the Digital 2 bundle. |
User | bundle_digital_two | Daily | Region | Users are only counted as a Digital 2 User if they take a Social Media interaction during the billing period. If a User ID is counted as a Digital 2 User, that unique User ID is not counted again as a Digital 1 user during the billing period. Digital 2 capabilitiesGeneral
Messaging
Social Engagement
If you are looking for core digital channels like chat, email, and SMS, see the Digital 1 bundle. If you are looking for core contact center capabilities such as inbound or outbound voice, see the voice bundles - Voice 1 and Voice 2. |
Genesys Info Mart database | TBD | No | seats_facebook (seats_facebook_public • seats_sms • seats_twitter (seats_twitter_public • seats_whatsapp | |||
Draft:BDS/Current/User/GenesysChat | Draft:BDS | Genesys Chat | Genesys Chat | This page provides information about how the Genesys Chat metric is defined and calculated, and describes the key values used to designate these metrics in the billing files. | Billing Data Service | User | Concurrent and Enabled number of agents who have active chat agents sessions, and who handled at least one chat interaction during the session. | Agent count | seats_chat | Daily (concurrent), daily (enabled) in release 9.0.000.33 and later, (monthly (enabled) in earlier releases) | Region |
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Genesys Info Mart database | One global instance of Genesys Info Mart database per tenant. | No | |||||
Draft:BDS/Current/User/GenesysChatSeatsforNEXUS | Draft:BDS | Genesys Chat Seats for NEXUS | Genesys Chat Seats for NEXUS | This page provides information about how the Genesys Chat Seats for NEXUS metric is defined and calculated, and describes the key values used to designate these metrics in the billing files. Genesys Chat Seats for NEXUS is a usage metric. |
Billing Data Service | User | Concurrent and Enabled number of agents having active 'chat' agents sessions, and having handled at least one chat interaction of InboundNew interaction subtype during that session. | agents count | seats_chat in release 9.0.000.33 and later (seats_chat_nexus in earlier releases) | Daily (concurrent), daily (enabled) in release 9.0.000.33 and later, (monthly (enabled) in earlier releases) | Region |
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Genesys Info Mart database | One global instance of Genesys Info Mart database, per tenant. | No | |||||
Draft:BDS/Current/User/GenesysCIMPlatform | Draft:BDS | Genesys Customer Interaction Management Platform | Genesys Customer Interaction Management Platform | Metric discontinued — This metric is no longer available beginning with release 9.0.000.40. This page provides information about how the Genesys Customer Interaction Management Platform metric is defined and calculated, and describes the key values used to designate these metrics in the billing files. |
Billing Data Service | User | Concurrent and Enabled number of unique agents who have active sessions regardless of the media channel or switch type. | Agent count | seats_CIM | Daily (concurrent), daily (enabled) in release 9.0.000.33 and later, (monthly (enabled) in earlier releases) | Region | Concurrent: Calculated with 1 sec precision, the number of concurrently active unique agent sessions with agents who are logged into facebook, twitter, or RSS media channels. Enabled: the number of unique agents who are logged into facebook, twitter, or RSS media channels. |
Genesys Info Mart database | One global instance of Genesys Info Mart database per tenant. | No | |||||
Draft:BDS/Current/User/GenesysCobrowse | Draft:BDS | Genesys Co-browse | Genesys Co-browse | This page provides information about how the Genesys Co-browse metric is defined and calculated, and describes the key values used to designate these metrics in the billing files. | Billing Data Service | User | Concurrent and Enabled number of agents who have active chat or voice agent sessions, and use the co-browse functionality during those sessions. Concurrency of co-browsing activity within the agent login sessions is not measured here; only the concurrency of the full login sessions that use co-browse at some point during the login session is measured. | Agent count | seats_cobrowse | Daily (concurrent), daily (enabled) in release 9.0.000.33 and later, (monthly (enabled) in earlier releases) | Region | Concurrent: Calculated with 1 sec precision, the number of concurrently active agent sessions recorded during the billing period (daily concurrent) with agents who are logged into the chat or voice media channels, and are using co-browse functionality during those sessions. Enabled: the number of unique logged-in agents that recorded sessions during the billing period (monthly enabled) with agents who are logged into the chat or voice media channels, and are using co-browse functionality during those sessions. |
Genesys Info Mart database | One global instance of Genesys Info Mart database per tenant. | No | |||||
Draft:BDS/Current/User/GenesysE-Mail | Draft:BDS | Genesys E-mail | Genesys E-mail | This page provides information about how the Genesys E-mail metric is defined and calculated, and describes the key values used to designate these metrics in the billing files. | Billing Data Service | User | Concurrent and Enabled number of agents who have active email agent sessions. | Agents count | seats_email | Daily (concurrent), daily (enabled) in release 9.0.000.33 and later, (monthly (enabled) in earlier releases) | Region | Concurrent: Calculated with 1 sec precision, the number of concurrently active agent sessions with agents logged into the email media channel, and where the agents handled at least one email interaction during the session. Enabled: the number of unique agents logged into the email media channel who handled at least one email interaction during the session. |
Genesys Info Mart database | One global instance of Genesys Info Mart database per tenant. | No | |||||
Draft:BDS/Current/User/GenesysFacebookStsforNEXUS | Draft:BDS | Genesys Facebook Seats for NEXUS | Genesys Facebook Seats for NEXUS | Beginning with release 9.0.000.33, the Genesys Facebook Public Seats for NEXUS and Genesys Facebook Direct Messaging Seats for NEXUS metrics are combined into a single metric, Genesys Facebook Seats for NEXUS. This page provides information about how the Genesys Facebook Seats for NEXUS metric is defined and calculated, and describes the key values used to designate this metric in the billing files. Genesys Facebook Seats for NEXUS is a usage metric. |
Billing Data Service | User | Concurrent and Enabled number of agents having either:
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agents count | seats_facebook (seats_facebook_public, seats_facebook_direct in release 9.0.000.30 and earlier) | Daily (concurrent), daily (enabled) in release 9.0.000.33 and later, (monthly (enabled) in earlier releases) | Region | Concurrent: The number of concurrently active agent sessions with agents that are either:
Enabled: number of unique agents that are either:
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Genesys Info Mart database | One global instance of Genesys Info Mart database, per tenant. | No | |||||
Draft:BDS/Current/User/GenesysInboundVoice | Draft:BDS | Genesys Inbound Voice | Genesys Inbound Voice | This page provides information about how the Genesys Inbound Voice metric is defined and calculated, and describes the key values used to designate these metrics in the billing files. | Billing Data Service | User | Concurrent and Enabled number of agents that logged in for a voice media type at least once during the billing period. | Agent count | seats_inbound_voice | Daily (concurrent), daily (enabled) in release 9.0.000.33 and later, (monthly (enabled) in earlier releases) | Region | Concurrent users are billed based on the maximum number of unique User IDs that logged in within any one minute interval during the billing period. Calculated with one second precision. Enabled users are billed based on the total number of unique User IDs that logged in at least once during the billing period. Note that, in Genesys Multicloud CX, usage for both Concurrent and Enabled is calculated and billed separately for each geographic region. If, during a billing period, the same User ID logs in at multiple geographic regions as an Inbound Voice agent, that User ID is counted toward usage in each of the regions. |
Genesys Info Mart database | One global instance of Genesys Info Mart database per tenant. | No | |||||
Draft:BDS/Current/User/GenesysSMS | Draft:BDS | Genesys SMS | Genesys SMS | This page provides information about how the Genesys SMS metric is defined and calculated, and describes the key values used to designate these metrics in the billing files. | Billing Data Service | User | Concurrent and Enabled number of agents who have active agent sessions with the sms media type. | Agent count | seats_sms | Daily (concurrent), daily (enabled) in release 9.0.000.33 and later, (monthly (enabled) in earlier releases) | Region | Concurrent: The number of concurrently active, unique agent sessions with agents who are logged into the sms media channel, and who handled at least one sms interaction during the session. Calculated with one second precision. Enabled: the number of unique agents logged into the sms media channel, and who handled at least one sms interaction during the session. |
Genesys Info Mart database | One global instance of Genesys Info Mart database per tenant. | No | |||||
Draft:BDS/Current/User/GenesysSocialEngagement | Draft:BDS | Genesys Social Media Engagement | Genesys Social Media Engagement | This page provides information about how the Genesys Social Media Engagement metric is defined and calculated, and describes the key values used to designate these metrics in the billing files. | Billing Data Service | User | Concurrent and Enabled number of agents who have active agent sessions with Facebook, Twitter, or RSS media types. | Agent count | seats_social | Daily (concurrent), daily (enabled) in release 9.0.000.33 and later, (monthly (enabled) in earlier releases) | Region | Concurrent: Calculated with 1 sec precision, the number of concurrently active, unique agent sessions with agents who are logged in to Facebook, Twitter, or RSS media channels. Enabled: the number of unique agents logged in to Facebook, Twitter, or RSS media channels. |
Genesys Info Mart database | One global instance of Genesys Info Mart database per tenant. | No | |||||
Draft:BDS/Current/User/GenesysTaskRouting | Draft:BDS | Genesys Task Routing | Genesys Task Routing | This page provides information about how the Genesys Task Routing metric is defined and calculated, and describes the key values used to designate these metrics in the billing files. | Billing Data Service | User | Number of 'workitem' interactions created within a billing period. | Objects count | gtr_interactions | Daily | Global | Number of 'workitem' interactions created within a billing period. | Genesys Info Mart database | One global instance of Genesys Info Mart database, per tenant. | No | |||||
Draft:BDS/Current/User/GenesysTwitterSeatsforNEXUS | Draft:BDS | Genesys Twitter Seats for NEXUS | Genesys Twitter Seats for NEXUS | Beginning with release 9.0.000.33, the Genesys Twitter Public Seats for NEXUS and Genesys Twitter Direct Messaging Seats for NEXUS metrics are combined into a single metric, Genesys Twitter Seats for NEXUS. This page provides information about how the Genesys Twitter Seats for NEXUS metric is defined and calculated, and describes the key values used to designate this metric in the billing files. Genesys Twitter Seats for NEXUS is a usage metric. |
Billing Data Service | User | Concurrent and Enabled number of agents having either:
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agents count | seats_twitter (seats_twitter_public, seats_twitter_direct in release 9.0.000.30 and earlier) | Daily (concurrent), daily (enabled) in release 9.0.000.33 and later, (monthly (enabled) in earlier releases) | Region | Concurrent: The number of concurrently active agent sessions with agents that have either:
Enabled: number of unique agents that are either:
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Genesys Info Mart database | One global instance of Genesys Info Mart database, per tenant. | No | |||||
Draft:BDS/Current/User/GenesysVoice | Draft:BDS | Genesys Voice | Genesys Voice | This page provides information about how the Genesys Voice metric is defined and calculated, and describes the key values used to designate these metrics in the billing files. Genesys Voice is a usage metric. |
Billing Data Service | User | Concurrent and Enabled number of agents with voice sessions | agents count | seats_voice | Daily (concurrent), daily (enabled) in release 9.0.000.33 and later, (monthly (enabled) in earlier releases) | Region |
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Genesys Info Mart database | One global instance of Genesys Info Mart database, per tenant. | No | |||||
Draft:BDS/Current/User/GIMVoicemail | Draft:BDS | GIM-based voicemail | GIM-based voicemail | BDS supports tracking of SIP voicemail usage based on data supplied by Genesys Info Mart through the metric voicemail_boxes_gim. This page provides information about how the metric is defined and calculated, and describes the key values used to designate these metrics in the billing files. | Billing Data Service | User | Important You must never enable both voicemail_boxes_gim and voicemail_boxes metrics simultaneously, as they generate the same files. |
The maximum number of configured Agent Logins, Agent Groups, and DN objects that simultaneously had voicemail_box_gim enabled, in either an active or inactive state, at any point during the day. This metric is an alternative to the voicemail_boxes metric, which uses datasets that are snapshots of the configuration from Configuration Server / GWS. Use this new voicemail_boxes_gim metric in deployments where Genesys Info Mart is installed with Configuration ICON release 8.1.514.19 or later. | Objects count | voicemail_boxes_gim | Daily (the number of Agent Logins, Agent Groups, and DNs that have voicemail boxes configured) | Global | Monthly maximum enabled voicemail boxes. | Genesys Info Mart DB | One global instance of Genesys Info Mart DB per tenant. | No | ||||
Draft:BDS/Current/User/GplusWFM | Draft:BDS | Workforce Optimization | WFO | TBD | Billing Data Service | User | TBD | TBD | TBD | Daily | Region | TBD | Genesys Info Mart database | TBD | No | |||||
Draft:BDS/Current/User/GVPMinutes | Draft:BDS | GVP Minutes | GVP Minutes | This page provides information about how the GVP Minutes metric is defined and calculated, and describes the key values used to designate these metrics in the billing files. GVP Minutes is a usage metric. |
Billing Data Service | User | Cloud Contact Center GVP port minutes | port usage time | gvp_minutes | daily | Region | Duration of GVP treatment applied to calls within GVP platform | GVP Reporting Server database, Genesys Info Mart database | Instance of GVP Reporting Server DB for each location (shared between tenants or individual). One global instance of Genesys Info Mart DB for each tenant. | No | |||||
Draft:BDS/Current/User/GVPPorts | Draft:BDS | GVP ports | GVP ports | This page provides information about how the GVP Ports metric is defined and calculated, and describes the key values used to designate these metrics in the billing files. | Billing Data Service | User | Cloud Contact Center Genesys Voice Platform (GVP) port peak usage. | Port peak usage | gvp_ports | Daily | Region | Peak usage of GVP treatment applied to calls within GVP. | GVP Reporting Server database; Genesys Info Mart database | Instance of GVP Reporting Server database per location (shared between tenants or individual); one global instance of Genesys Info Mart database per tenant. | No | |||||
Draft:BDS/Current/User/IVR | Draft:BDS | IVR | IVR | TBD | User | The IVR add-on provides its services through IVR services in GVP. | The total number of minutes consumed by IVR services in the billing period. | Minutes | TBD | Daily | Region | Capabilities
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GVP Reporting Server database, Genesys Info Mart database | TBD | No | |||||
Draft:BDS/Current/User/IWD | Draft:BDS | Intelligent Workload Distribution (IWD) | Intelligent Workload Distribution | TBD | User | The Intelligent Workload Distribution (IWD) add-on:
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Concurrent and named number of agents who have active IWD work item sessions. The metric considers only sessions where at least one IWD task was handled. | Agent Count | TBD | Daily (Concurrent), Monthly (Named) | Region | Concurrent: The peak number of concurrently active unique agent sessions in IWD media channels, in which the agent handled at least one interaction of Named: The number of unique agents logged in to IWD media channels, and who handled at least one interaction of that type during the login session. Capabilities
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Genesys Info Mart database | TBD | No | |||||
Draft:BDS/Current/User/OC | Draft:BDS | Outbound Campaign Transactions | Outbound campaign transactions | TBD | User | Number of CX Contact enabled transactions. | Objects Count | TBD | Daily | Global | A sub-type of interaction that is either initiated by an agent or by a computer towards a target number. This sub-type of interaction is counted regardless of a connection being established between the two parties or even if no attempt is made to reach the target number because the target number is part of a "Do not call List". CX Outbound Interactions are also counted for outgoing SMS and Emails. | Genesys Info Mart database | TBD | No | ||||||
Draft:BDS/Current/User/OutbndVcWithCXContactIxn | Draft:BDS | Outbound Voice with CX Contact Interaction | Outbound Voice with CX Contact Interaction | This page provides information about how the Outbound Voice with CX Contact Interaction metric is defined and calculated, and describes the key values used to designate these metrics in the billing files. Outbound Voice with CX Contact Interaction is a usage metric. |
Billing Data Service | User | Number of CX Contact enabled transactions. | objects count | cx_contact_interactions | Daily | Global | Number of CX Contact enabled transactions. | Genesys Info Mart database | One global instance of Genesys Info Mart database, per tenant. | No | |||||
Draft:BDS/Current/User/OutboundContact | Draft:BDS | Outbound Contact | Outbound Contact | This page provides information about how the Outbound Contact metric is defined and calculated, and describes the key values used to designate these metrics in the billing files. | Billing Data Service | User | Concurrent and Enabled number of agents who have voice sessions during which an agent was involved in the OCS-driven activity. Concurrency of the co-browsing activity within the agent login sessions is not measured here; only the concurrency of full login sessions that use Outbound Contact at least once during the login session is measured. | Agent count | seats_outbound | Daily (concurrent), daily (enabled) in release 9.0.000.33 and later, (monthly (enabled) in earlier releases) | Region | Concurrent: Calculated with 1 sec precision, the number of concurrently active agent voice sessions recorded during the billing period (daily concurrent) during which an agent was involved in the OCS-driven activity. Enabled: the number of unique logged-in agents that recorded voice sessions during the billing period (monthly enabled) during which an agent was involved in the OCS-driven activity. |
Genesys Info Mart database | One global instance of Genesys Info Mart database per tenant. | No | |||||
Draft:BDS/Current/User/RecordingAndQM | Draft:BDS | Active Call Recording / Screen Recording / Quality Management | 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. |
Billing Data Service | User | Concurrent and Enabled Cloud Contact Center Active Call Recording / Screen Recording / Quality Management Agents Seats. | agents count | seats_call_recording, seats_screen_recording, seats_quality_management | Daily (concurrent), daily (enabled) in release 9.0.000.33 and later, (monthly (enabled) in earlier releases) | Region |
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Genesys Info Mart database | One global instance of Genesys Info Mart database, per tenant. | No | |||||
Draft:BDS/Current/User/SIPInteraction | Draft:BDS | Genesys SIP Interaction | 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. |
Billing Data Service | User | 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. | agents count | seats_sip_interaction | Daily (concurrent), daily (enabled) | global |
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Genesys Info Mart database. | One global instance of Genesys Info Mart database for each tenant.|- | No | |||||
Draft:BDS/Current/User/SIPVoicemail | Draft:BDS | SIP voicemail | SIP voicemail | This page provides information about how the SIP voicemail metric is defined and calculated, and describes the key values used to designate these metrics in the billing files. | Billing Data Service | User | Important You must never enable both voicemail_boxes_gim and voicemail_boxes metrics simultaneously, as they generate the same files. |
The maximum number of configured Agent Logins, Agent Groups, and DN objects that simultaneously had voicemail_box enabled, in either an active or inactive state, at any point during the month. | Objects count | voicemail_boxes | Daily (the number of Agent Logins, Agent Groups, and DNs that have voicemail boxes configured) | Global | Monthly maximum enabled voicemail boxes. | Tenant Configuration Server | Instance of Configuration Server per tenant. | No | ||||
Draft:BDS/Current/User/TaskRouting | Draft:BDS | Task routing | Task routing | TBD | User | The Genesys Task Routing (GTR) add-on provides the ability to implement a single routing platform for all interactions. | Number of 'workitem' interactions created within a billing period. | Objects Count | TBD | Daily | Global | A sub-type of interaction that is defined as a request and submitted to Genesys routing to route a task. Note: The task does not actually need to be routed in order to be counted. Capabilities
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Genesys Info Mart database | TBD | No | |||||
Draft:BDS/Current/User/Third-partyWorkItems | Draft:BDS | Third-party work items | Third-party work items | This page provides information about how the Third-party work items metric is defined and calculated, and describes the key values used to designate these metrics in the billing files. This metric is designed to measure concurrent/enabled iWD seats, where applicable. |
Billing Data Service | User | Concurrent and Enabled number of agents who have active iWD work item sessions. The metric considers only sessions where at least one iWD task was handled. | Agent count | seats_third_party | Daily (concurrent), daily (enabled) in release 9.0.000.33 and later, (monthly (enabled) in earlier releases) | Region |
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Genesys Info Mart database | One global instance of Genesys Info Mart database per tenant. | No | |||||
Draft:BDS/Current/User/TTSPorts | Draft:BDS | TTS ports | TTS ports | This page provides information about how the TTS Ports metric is defined and calculated, and describes the key values used to designate these metrics in the billing files. | Billing Data Service | User | Cloud Contact Center ASR port peak usage and Cloud Contact Center TTS port peak usage. | Port peak usage | gvp_tts_ports | Daily | Region | Peak usage of ASR treatment / TTS treatment applied to calls within the Genesys Voice Platform (GVP). | GVP Reporting Server database ; Genesys Info Mart database | Instance of GVP Reporting Server database per location (shared between tenants or individual); one global instance of Genesys Info Mart database per tenant. | No | |||||
Draft:BDS/Current/User/Voice1 | Draft:BDS | Voice 1 bundle | Voice 1 | Describes the Voice 1 bundle in Genesys Choice, its capabilities, and measurement through BDS metrics. | Billing Data Service | User | The Voice 1 bundle provides core contact center functionalities such as handling inbound voice (SIP or WebRTC based), callback, reporting modules, and few other capabilities. Voice 1 users are billed based on the consumption type - Named or Concurrent user. For more details about a Voice 1 user, see the Metric definition in the following sections. | Users are counted and billed as Voice 1 users in a given billing period if they use 'Inbound Voice' (including SIP-based). | User | bundle_voice_one | Daily | Region | Named Voice 1 users
Concurrent Voice 1 users
Voice 1 capabilities
If you are looking for Outbound solutions, see the Voice 2 bundle. If you are looking for Digital channels, see the digital bundles - Digital 1 and Digital 2. |
Genesys Info Mart database | No | seats_callback • seats_inbound_voice | ||||
Draft:BDS/Current/User/Voice2 | Draft:BDS | Voice 2 bundle | Voice 2 | Describes the Voice 2 bundle in Genesys Choice, its capabilities, and measurement through BDS metrics. | Billing Data Service | User | The Voice 2 bundle provides standard Genesys Outbound capabilities such as outbound voice, SMS, email, and few other capabilities. When you signup for the Voice 2 bundle, the Voice 1 bundle is also included in your package.
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Voice 2 user is billed based on the following approaches:
Note: The Voice 1 bundle and its capabilities are included in the Voice 2 bundle. |
User | bundle_voice_two | Daily | Region |
Voice 2 capabilitiesVoice 1 capabilities plus the following Voice 2 specific capabilities:
If you are looking for Digital channels, see the digital bundles - Digital 1 and Digital 2. |
Genesys Info Mart database | TBD | No | seats_callback • seats_outbound • seats_voice | |||
Draft:BDS/Current/User/Voicemail | Draft:BDS | Voicemail | Voicemail | TBD | Billing Data Service | User | The Voicemail add-on provides a single voice mailbox for recording, notification and playback of voice messages. Each mailbox is assigned to an agent or functional group. Note: This add-on requires Voice 1 bundle. |
The maximum number of configured Agent Logins, Agent Groups, and DN objects that simultaneously had voicemail box enabled, in either an active or inactive state, at any point during the day. | Objects count | TBD | Maximum voicemail boxes enabled in a month.Capabilities
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Daily | Global | Configuration Server DB | TBD | No | ||||
Draft:BDS/Current/User/WFO | Draft:BDS | WFO | WFO | TBD | User | TBD | User | TBD | Daily | Region | TBD | Genesys Info Mart | TBD | No | ||||||
Draft:BDS/Current/User/Workspace | Draft:BDS | Workspace | Workspace | This page provides information about how the Workspace metric is defined and calculated, and describes the key values used to designate these metrics in the billing files. Workspace is a usage metric. |
Billing Data Service | User | Concurrent and Enabled number of unique agents using Workspace and having active sessions regardless of the media channel, or switch type | agents count | seats_workspace | Daily (concurrent), daily (enabled) in release 9.0.000.33 and later, (monthly (enabled) in earlier releases) | region |
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Genesys Info Mart database | One global instance of Genesys Info Mart database, per tenant | No | |||||
Draft:System/Current/GenesysChoice/ASRTTS | Draft:System | ASR/TTS | ASR/TTS | Describes the ASR/TTS add-on, its capabilities, and measurement in Genesys Choice. | System-Level Documentation | GenesysChoice | The Nuance Automatic Speech Recognition / Text-to-Speech (ASR/TTS) add-on provides natural language processing and speech synthesizing solutions to your contact center.
PrerequisitesIf you are purchasing the ASR/TTS add-on, you should have already purchased the IVR minutes as part of the IVR add-on. The purchased minutes of ASR and/or TTS does not need to equal the quantity of IVR minutes purchased. |
ASR/TTS treatment of the call in milliseconds rounded to 20000+6000ms chunks. | Objects Count | gvp_asr_minutes, gvp_tts_minutes | Daily | Region | ASR
TTS
ASR CapabilitiesASR, sometimes known as Natural Language Speech Recognition, can recognize, interpret, and assign meaning to particular words and phrases. It can also recognize natural numbers and currency amounts. ASR supports the following grammar types:
ASR Additional Language CapabilitiesA single ASR language of the customer's choice is included with the ASR add-on. Additional languages for ASR subscriptions may be purchased for an additional monthly subscription fee. The quantity of ASR Additional Language minutes must equal the quantity of Genesys Choice ASR minutes. This will entitle the customer to use any available ASR language. For example, if your application operates in US English, Canadian French, and German, and if you need a total of 100 minutes of ASR, you must purchase 100 minutes of ASR and 100 minutes of ASR Additional Language. The total ASR usage across all languages will not exceed 100 minutes.
ASR Connector Capabilities (Private Edition only)Permits connection from Genesys Choice IVR to customer-provided Nuance MRCP grammar-based ASR resources. The quantity of ASR connector minutes must reflect the quantity of ASR minutes used within the IVR and is calculated using the same measurement and invoicing rules as Genesys Choice ASR. TTS CapabilitiesTTS permits applications to play speech directly from ASCII text by converting the text to synthesized speech. TTS minutes are counted until the synthesized audio playback is complete. The TTS is streamed during the call in real time and it cannot be saved to a file for subsequent playback. TTS Additional Voice CapabilitiesA single TTS voice of the customer's choice is included with the TTS add-on. Additional voices for TTS subscriptions may be purchased for an additional monthly subscription fee. The quantity of TTS Additional Voice minutes must equal the quantity of Genesys Choice TTS minutes. This will entitle the customer to use any available TTS voice. For example, if your application operates with TTS using a US English female voice (Samantha), Canadian French male voice (Nicolas), and a German female voice (Anna), and if you need a total of 100 minutes of TTS, you must purchase 100 minutes of TTS and 100 minutes of TTS Additional Voice. The total TTS usage across all voices will not exceed 100 minutes.
TTS Connector Capabilities (Private Edition only)Permits connection from Genesys Choice IVR to customer-provided Nuance MRCP TTS resources. The quantity of TTS connector minutes must reflect the quantity of TTS minutes used within the IVR and is calculated using the same measurement and invoicing rules as Genesys Choice TTS. |
GVP Reporting Server DB, Genesys Info Mart database | For GVP Reporting Server (RS) database - an instance of GVP RS database per location. This instance can be used by a single tenant or shared between multiple tenants. | No | ||||
Draft:System/Current/GenesysChoice/Digital1 | Draft:System | Digital 1 bundle | Digital 1 | Describes the Digital 1 bundle in Genesys Choice, its capabilities, and measurement through BDS metrics. | System-Level Documentation | GenesysChoice | The Digital 1 bundle provides core digital customer service capabilities across web and mobile chat, email, and SMS channels. In addition, the Digital 1 bundle provides applications for Routing/Context Routing, Agent Workspace, Reporting, Workload and Configuration tools. With the Digital 1 bundle, you have access to the following GWS APIs:
Additionally, you have access to the APIs included in the following capabilities section. Digital |
Users are counted and billed as Digital 1 users in a given billing period if they use any of the following features:
A user accessing other non-desktop applications such as Designer, Reporting, and so on is not counted as a Digital 1 user and, therefore, their log in to those applications is not billed. |
User | bundle_digital_one | Daily | Region | Named Digital 1 users
Concurrent Digital 1 users
Chat capabilities
Email capabilities
SMS capabilities
If you are looking for additional social engagement and messaging channels like Facebook, WhatsApp, and Twitter, see the Digital 2 bundle. If you are looking for inbound voice and outbound capabilities (including SMS and Email), see the voice bundles - Voice 1 and Voice 2. |
Genesys Info Mart database | One global instance of Genesys Info Mart database for each tenant. | No | ||||
Draft:System/Current/GenesysChoice/Digital2 | Draft:System | Digital 2 bundle | Digital 2 | Describes the Digital 2 bundle in Genesys Choice, its capabilities, and measurement through BDS metrics. | System-Level Documentation | GenesysChoice | The Digital 2 bundle provides capabilities across Social Engagement and Messaging channels including Facebook, WhatsApp, and Twitter. When you sign up for the Digital 2 bundle, the Digital 1 bundle is also included in your package. Important WhatsApp Incidentals and WhatsApp Number Hosting incur additional fees on top of the Digital 2 bundle.The Digital 2 users are billed based on consumption type - Named or Concurrent user. For more details about Digital 2 users, see the Metric definition section below. |
Users are counted and billed as Digital 2 users in a given billing period if they use any of the Social or Messaging channels' capabilities. If a User ID is counted as a Digital 2 User, that unique User ID is not counted again as a Digital 1 user during the billing period. A user accessing other non-desktop applications such as Designer, Reporting, and so on is not counted as a Digital 2 user and, therefore, their log in to those applications is not billed. |
User | bundle_digital_two | Daily | Region | Named Digital 2 users
Concurrent Digital 2 users
Digital 2 capabilitiesGeneral
Messaging
Social Engagement
If you are looking for core digital channels like chat, email, and SMS, see the Digital 1 bundle. If you are looking for inbound voice and outbound capabilities (including SMS and Email), see the Voice 1 and Voice 2 bundles. |
Genesys Info Mart database | One global instance of Genesys Info Mart database for each tenant. | No | ||||
Draft:System/Current/GenesysChoice/GplusWFM | Draft:System | Gplus Workforce Management (Gplus WFM) | Gplus Workforce Management | Describes the Gplus Workforce Management add-on, its capabilities, and measurement in Genesys Choice. | System-Level Documentation | GenesysChoice | Concurrent and Named number of agents who have login sessions as registered by Gplus WFM Adapter | Agent Count | seats_gplus_wfm | Daily | Region | NamedThe total number of unique agents registered by adapter during the month. ConcurrentCalculated with 1 second precision, a peak number of concurrently active unique agents using the adapter during the given day. CapabilitiesThe Gplus Adapter for Workforce Management (Gplus WFM) is a software solution that provides integration between a third party WFM system and Genesys routing solutions. Genesys event data is filtered and aggregated to provide interval activity data and a real-time data feed for the WFM system. Gplus WFM supports Aspect, Calabrio Teleopti, NICE IEX, and Verint. |
Genesys Info Mart database | One global instance of Genesys Info Mart database for each tenant | No | |||||
Draft:System/Current/GenesysChoice/IVR | Draft:System | IVR | IVR | Describes the IVR add-on, its capabilities, and measurement in Genesys Choice. | GenesysChoice | The IVR add-on provides its services through IVR services in GVP. | The total number of minutes consumed by IVR services in the billing period. | Minutes | gvp_minutes | Daily | Region | The IVR meter starts when the IVR service is initially invoked, and continues to run for as long as the IVR service is being used. On a daily basis, the sum of seconds of all calls is rounded-up to the nearest minute.CapabilitiesThe IVR add-on provides the following self-service and/or assisted service capabilities.
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Genesys Info Mart database, GVP Reporting Server database | For GVP Reporting Server (RS) database - an instance of GVP RS database per location. This instance can be used by a single tenant or shared between multiple tenants. | No | |||||
Draft:System/Current/GenesysChoice/IWD | Draft:System | Intelligent Workload Distribution (IWD) | Intelligent Workload Distribution | Describes the IWD add-on, its capabilities, and measurement in Genesys Choice. | GenesysChoice | The Intelligent Workload Distribution (IWD) add-on:
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Concurrent and named number of agents who have active IWD work item sessions. The metric considers only sessions where at least one IWD task was handled. | Agent Count | seats_third_party | Daily | Region | Named IWD usersThe total number of unique User IDs (including supervisors) that logged into Genesys in a given geographic region and have handled at least one work item interaction during the billing period. Concurrent IWD usersThe maximum number of unique User IDs (including supervisors) that logged into Genesys in a given geographic region and have handled at least one work item interaction within in any one second interval during the billing period. Capabilities
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Genesys Info Mart database | One global instance of Genesys Info Mart database for each tenant. | No | |||||
Draft:System/Current/GenesysChoice/OC | Draft:System | Outbound Campaign Transactions | Outbound campaign transactions | Describes the Outbound campaign add-on, its capabilities, and measurement in Genesys Choice. | GenesysChoice | Number of CX Contact enabled transactions. | Objects Count | cx_contact_interactions | Daily | Global | A sub-type of interaction that is either initiated by an agent or by a computer towards a target number. This interaction is counted regardless of a connection being established between the two parties or even if no attempt is made to reach the target number because the target number is part of a "Do not call List". CX Outbound Interactions are also counted for outgoing SMS and Emails. | Genesys Info Mart database | One global instance of Genesys Info Mart database for each tenant. | No | ||||||
Draft:System/Current/GenesysChoice/RecordingStorage | Draft:System | Recording storage | Recording storage | Describes the Recording storage add-on, its capabilities, and measurement in Genesys Choice. | System-Level Documentation | GenesysChoice | The Recording Storage add-on bills customers for using the Genesys-hosted cloud storage space (for example, Azure blob storage) to store their recordings. Prerequisites |
The storage space consumed for storing agents' recording files. Actual cloud-storage space consumed in a billing period is billed. Genesys retains the recording files (both voice and screen) based on the number of months defined in the Genesys Data Retention policy for hosted environments. According to the policy, Genesys by default retains the recording files for 13 months which allows you to review the bill value against the recording space consumed. Important Contact your Genesys Account Representative if your organization wants to change the default data retention period. |
Gigabytes (GB) | azure_storage | Daily* | Region | High watermark of recording storage used in terms of GB. High watermark is the maximum daily storage space consumed by all recording files in a billing period, measured in GB. Recording storage includes the storage space consumed by screen recording, voice recording (constitutes both IVR recording and agent-customer interaction recording), and transcripts. |
Azure Blob Storage | One per tenant | No | ||||
Draft:System/Current/GenesysChoice/SupervisorMetering | Draft:System | Supervisor and other non-agent personnel - access and metering | Supervisor access and metering | Describes the Supervisor access and metering bundle in Genesys Choice, its capabilities, and measurement through BDS metrics. | GenesysChoice | For non-agent personnel to access to desktop (i.e. Workspace Web Edition) application and participate the interactions, separate Agent accounts must be created for Supervisors, Managers, Analysts and Administrators. | Supervisor user is billed based on the following criteria:
For the access to other non-desktop applications (i.e, Designer, Reporting, etc), then it is NOT counted as a user and therefore is not billed either. |
User | Daily | Region |
Supervisor Capabilities
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Genesys Info Mart database | One global instance of Genesys Info Mart database for each tenant. | No | ||||||
Draft:System/Current/GenesysChoice/TaskRouting | Draft:System | Task routing | Task routing | Describes the Task routing add-on, its capabilities, and measurement in Genesys Choice. | GenesysChoice | The Genesys Task Routing (GTR) add-on provides the ability to implement a single routing platform for all interactions. | Number of 'workitem' interactions created within a billing period | Objects Count | gtr_interactions | Daily | Global | A sub-type of interaction that is defined as a request and submitted to Genesys routing to route a task. Note: The task does not actually need to be routed in order to be counted. Capabilities
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Genesys Info Mart database | One global instance of Genesys Info Mart database for each tenant | No | |||||
Draft:System/Current/GenesysChoice/Voice1 | Draft:System | Voice 1 bundle | Voice 1 | Describes the Voice 1 bundle in Genesys Choice, its capabilities, and measurement through BDS metrics. | System-Level Documentation | GenesysChoice | The Voice 1 bundle provides core contact center functionalities such as handling inbound voice (SIP or WebRTC based), callback, reporting modules, and few other capabilities. Voice 1 users are billed based on the consumption type - Named or Concurrent user. For more details about a Voice 1 user, see the Metric definition in the following sections. | Users are counted and billed as Voice 1 users in a given billing period if they log in to handle inbound voice interactions but they don’t handle outbound interactions. A user accessing other non-desktop applications such as Designer, Reporting, and so on is not counted as a Voice 1 user and, therefore, their log in to those applications is not billed. |
User | bundle_voice_one | Daily | Region | Named Voice 1 users
Concurrent Voice 1 users
Voice 1 capabilities
If you are looking for outbound capabilities (including SMS and Email), see the Voice 2 bundle. If you are looking for Digital channels, see the digital bundles - Digital 1 and Digital 2. |
Genesys Info Mart database | One global instance of Genesys Info Mart database for each tenant. | No | ||||
Draft:System/Current/GenesysChoice/Voice2 | Draft:System | Voice 2 bundle | Voice 2 | Describes the Voice 2 bundle in Genesys Choice, its capabilities, and measurement through BDS metrics. | System-Level Documentation | GenesysChoice | The Voice 2 bundle provides standard Genesys Outbound capabilities such as Outbound voice, SMS, email, and a few other capabilities. When you sign up for the Voice 2 bundle, the Voice 1 bundle is also included in your package.
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Voice 2 user is billed based on the following criteria:
A user accessing other non-desktop applications such as Designer, Reporting, and so on is not counted as a Voice 2 user and, therefore, their log in to those applications is not billed. Note: The Voice 1 bundle and its capabilities are included in the Voice 2 bundle. |
User | bundle_voice_two | Daily | Region |
Voice 2 capabilitiesVoice 1 capabilities are included along with the following Voice 2 specific capabilities:
If you are looking for core digital channels like chat, email, and SMS or additional social engagement and messaging channels like Facebook, WhatsApp, and Twitter, see the Digital 1 and Digital 2 bundles. |
Genesys Info Mart database | One global instance of Genesys Info Mart database for each tenant. | No | ||||
Draft:System/Current/GenesysChoice/Voicemail | Draft:System | Voicemail | Voicemail | Describes the voicemail add-on, its capabilities, and measurement in Genesys Choice. | System-Level Documentation | GenesysChoice | The Voicemail add-on provides a single voice mailbox for recording, notification, and playback of voice messages. Each mailbox is assigned to an agent or functional group.Prerequisites
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The maximum number of configured Agent Logins, Agent Groups, and DN objects that simultaneously had voicemail box enabled, in either an active or inactive state, at any point during the day. | Objects count | voicemail_boxes_gim | Daily | Global | Maximum voicemail boxes enabled in a month.Capabilities
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Configuration Server DB | One global instance of Configuration Server DB for each tenant. | No | ||||
Draft:System/Current/GenesysChoice/WFO | Draft:System | WFO | WFO | TBD | GenesysChoice | TBD | User | TBD | Daily | Region | TBD | Genesys Info Mart | TBD | No | ||||||
Draft:System/Current/GenesysChoice/WFO1A | Draft:System | Workforce Optimization (WFO) 1A bundle | Workforce Optimization 1A | Describes the WFO 1A bundle, its capabilities, and measurements in Genesys Choice. | GenesysChoice | WFO 1A bundle includes the following components:
PrerequisiteYou must have already signed up for any one of the Genesys Choice Voice or Digital bundles. |
Concurrent and Enabled number of Users who used Voice Recording and/or Screen Recording during the billing period. | User | bundle_wfo_1a | Daily | Region | Users are counted as WFO 1A Users if they exclusively used Voice Recording and/or Screen Recording during the billing period.Concurrent and Named licensing
Capabilities
Quality Management capabilities
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Genesys Info Mart database, Genesys Interaction Recording database | One global instance of Genesys Info Mart database for each tenant. | No | |||||
Draft:System/Current/GenesysChoice/WFO1B | Draft:System | Workforce Optimization (WFO) 1B bundle | Workforce Optimization 1B | Describes the WFO 1B bundle, its capabilities, and measurements in Genesys Choice. | GenesysChoice | WFO 1B bundle provides Workforce Management (WFM) capabilities for all interaction types supported by Genesys MultiCloud CX.PrerequisiteYou must have already signed up for any one of the Genesys Choice Voice or Digital bundles. |
Concurrent and Enabled number of Users included in WFM schedules during the billing period. | User | bundle_wfo_1b | Daily | Global for each customer tenant | Users are counted as WFO 1B Users if they do not use Voice Recording and/or Screen Recording, but are included in WFM schedules during the billing period. Concurrent and Named licensing
Capabilities
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Genesys WFM ETL database | One global instance of Genesys WFM ETL database for each tenant | No | |||||
Draft:System/Current/GenesysChoice/WFO2 | Draft:System | Workforce Optimization (WFO) 2 bundle | Workforce Optimization 2 | Describes the WFO 2 bundle, its capabilities, and measurements in Genesys Choice. | GenesysChoice | WFO 2 bundle is a performance management bundle that offers all the capabilities of WFO 1A and WFO 1B bundles as well as Speech Analytics capabilities. Speech Analytics provides analysis of the recorded conversations by generating transcripts of both sides of the conversation. It then categorizes voice interactions based on customized criteria (topics/phrases and call events) to visualize trends and KPIs for analysis to improve your contact center operations and improve customer experience. PrerequisitesYou must have already signed up for any one of the Genesys Choice Voice or Digital bundles. |
Concurrent and Enabled number of Users who used Voice Recording and/or Screen Recording and who are also included in the Workforce Management (WFM) schedules during the billing period. (Or) Concurrent and Enabled number of Users who are included in Speech Analytics. |
User | bundle_wfo_2 | Daily | Region | Users are counted as WFO 2 Users if
or
Concurrent and Named licensing
Capabilities
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Genesys Info Mart database, Genesys Interaction Recording database, and Genesys WFM ETL database | One global instance of Genesys Info Mart database for each tenant. | No |