Digital 2 bundle

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This topic is part of the manual Genesys Choice for version Current of System-Level Documentation.


Describes the Digital 2 bundle in Genesys Choice, its capabilities, and measurement through BDS metrics.

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.

Metric specification

Billable item 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.
Unit of measure User
Metric name bundle_digital_two
Metric frequency Daily
Metric scope Region
Metric definition and capabilities

Named Digital 2 users

  • The total number of unique User IDs (including supervisors) that logged into a Digital 2 bundled Multicloud CX service in a given geographic region and have taken a Social or Messaging interaction during the billing period.
  • Named users are calculated and billed separately for each geographic region. If a User ID is logged into a Digital 2 bundled Multicloud CX service in multiple geographic regions, that User ID is counted as a named user in each of those regions during the billing period for that service.
  • Any User ID used by Genesys for testing purpose is excluded from the named user calculation.
  • Any User ID used by a customer for testing purpose is included in the named user calculation.

Concurrent Digital 2 users

  • The maximum number of unique User IDs (including supervisors) that logged into a Digital 2 bundled Multicloud CX service in a given geographic region and have taken a Social or Messaging interaction within any one second interval during the billing period.
  • Concurrent users are calculated and billed separately for each geographic region. If a User ID is logged into a Digital 2 bundled Multicloud CX service in multiple geographic regions, that User ID is counted as a concurrent user in each of those regions during the billing period for that service.
  • Any User ID used by Genesys for testing purpose is excluded from the concurrent user calculation.
  • Any User ID used by a customer for testing purpose is included in the concurrent user calculation.

Digital 2 capabilities

General

  • Asynchronous, long-lived conversations over customer's preferred channel
  • Agent-initiated outbound messages
  • Seamless integration with chatbots
  • Designer routing applications
  • Reporting in Pulse and GCXI

Messaging

  • WhatsApp messaging, including templatized notifications
  • Facebook private messaging
  • Twitter private messaging

Social Engagement

  • Facebook public posts moderation and engagement
  • Twitter public posts moderation and 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.
Data source Genesys Info Mart database
Deployment model One global instance of Genesys Info Mart database for each tenant.