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.
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| Unit of measure |
User |
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| Metric name |
bundle_digital_two |
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| Metric frequency |
Daily |
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| Metric scope |
Region |
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| 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. |
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| Data source |
Genesys Info Mart database |
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| Deployment model |
One global instance of Genesys Info Mart database for each tenant. |
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