Voice 1 bundle

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


Describes the Voice 1 bundle in Genesys Choice, its capabilities, and measurement through BDS metrics.

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.

Metric specification

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

Named Voice 1 users

  • The total number of unique User IDs (including supervisors) that are configured to handle inbound voice interactions and are logged into a Voice 1 bundled Multicloud CX agent desktop service (Workspace or custom integration via Workspace Toolkit or API) in a given geographic region for at least 60 seconds during the billing period.
  • Named users are calculated and billed separately for each geographic region. If a User ID is logged into a Voice 1 bundled Multicloud CX agent desktop service (Workspace or custom integration via Workspace Toolkit or API) 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 Voice 1 users

  • The maximum number of unique User IDs (including Supervisors) that are configured to handle inbound voice interactions, and are logged into a Voice 1 bundled Multicloud CX agent desktop service (Workspace or custom integration via Workspace Toolkit or API) in a given geographic region 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 Voice 1 bundled Multicloud CX agent desktop service (Workspace or custom integration via Workspace Toolkit or API) 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.
  • The User needs to be logged in for at least 60 seconds in the 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. 

Voice 1 capabilities

  • Inbound voice handling via skills-based routing.
  • Genesys Context Routing.
  • Genesys Softphone or SIP Endpoint Connector for 3rd party Endpoints.
  • Genesys WebRTC (voice-only).
  • Genesys Callback.
  • Call recording (file-based).
  • Workspace (Agent Desktop) or Workspace Toolkit or Workspace API.
  • APIs for common provisioning and configuration operations, such as the PSDK or Provisioning API.
  • APIs to monitor statistics, such as the PSDK or Statistics API.
  • Real-time monitoring of agent activity via Pulse reporting.
  • Historical reporting via Genesys Info Mart (GIM) and Genesys Customer Experience Insights (GCXI).
  • Genesys Info Mart data export.
  • Genesys Portal.

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