Gplus Workforce Management (Gplus WFM)

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


Describes the Gplus Workforce Management bundle and its capabilities in Genesys Choice.

Metric specification

Billable item Concurrent and Named number of agents who have login sessions as registered by Gplus WFM Adapter
Unit of measure Agent Count
Metric name seats_gplus_wfm
Metric frequency Daily
Metric scope Region
Metric definition and capabilities

Named

The total number of unique agents registered by adapter during the month.

Concurrent

Calculated with 1 second precision, a peak number of concurrently active unique agents using the adapter during the given day.

Capabilities

The 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.
Data source Genesys Info Mart database
Deployment model One global instance of Genesys Info Mart database for each tenant