Multicloud CX Billing Articles

Billing Data Service

BDS provides the data required for the Genesys financial organization to bill customers for subscription services.

The main functions of BDS are:

  • Daily extraction of historical reporting and configuration data needed for billing.
  • Aggregation of that data into daily and monthly summary files.
  • Automated transmission of daily and monthly files to Genesys back-office for invoicing.
  • Local storage of encrypted billing files as backup, or for other purposes.
  • Creates local reports based on the various agent seat metric calculations.

Supported Kubernetes platforms

Billing Data Service is supported on the following cloud platforms:

  • Google Kubernetes Engine (GKE)
  • OpenShift Container Platform (OpenShift)

See the Billing Data Service release notes for information about when support was introduced.

Release notes

Find out about changes in each release: Billing Data Service Release Notes

Private edition

The Billing Data Service Private Edition Guide provides information about deploying, configuring, and operating BDS.

Find detailed information about how to deploy this service in your environment.

Billing Data Service Guide

Get started

Billing Data Service (BDS) provides data that the Genesys financial organization uses to bill customers for subscription services. After you have completed deployment of BDS in Genesys Multicloud CX Private Edition, see the links in this section for additional information.

The Genesys Multicloud CX Private Edition release of BDS is has different functionality / features than previous on-premises releases of the software. However, the following on-premises documentation resources can be useful as a reference:

NOTE: Genesys Multicloud CX private edition is being released to pre-approved customers as part of the Beta Program. Please note that the documentation and the product are subject to change. For more details about the program, please contact your Genesys representative.

Billing Data Service (BDS) is a service available with the Genesys Multicloud CX private edition offering.

Overview

Learn more about BDS its architecture, and how to support high availability and disaster recovery.

Configure and deploy

Find out how to configure and deploy BDS.

Operations

Learn how to monitor BDS with metrics and logging.

NOTE: Genesys Multicloud CX private edition is being released to pre-approved customers as part of the Beta Program. Please note that the documentation and the product are subject to change. For more details about the program, please contact your Genesys representative.

Limitations and assumptions

In a private edition environment, Billing Data Service (BDS) currently supports deployments only on the specific Kubernetes platforms cited in About BDS. Deploying BDS in environments that are not officially tested and certified by Genesys is not supported. If your organization requires a special business case to deploy BDS in an uncertified or unsupported environment (for example, mixed-mode), contact your Genesys Account Representative or Customer Care.

Download the Helm charts

For general information about downloading containers, see: Downloading your Genesys Multicloud CX containers.

To learn what Helm chart version you must download for your release, see Helm charts and containers for Billing Data Service.

The BDS Helm chart defines a CronJob:

BDS Helm chart package [ bds-cronjob-<version>.tgz ]:

Scripts in this container run Extraction, Transformation, and Load process according to the main configuration specified as Config Map.  

BDS queries data primarily from Genesys Info Mart, GVP Reporting Server, and the Framework Configuration Management Environment, and can transmit the data to the SFTP server.

Third-party prerequisites

Before deploying BDS, configure the following 3rd party components:

  • Consul
    • Version: 1.9.5 - 1.9.x
    • Purpose: Service discovery, service mesh, and key/value store
    • Notes: Provision Consul to provide gvp_config_dbid and ivr_app_dbid parameters with Tenant ID and default IVR application ID values from the GVP Configuration Server database. Where,
      • gvp_config_dbid is the DB ID for a particular tenant.
      • ivr_app_dbid is the DB ID for the default IVR application for that tenant.

        Example request:

        curl -H "Authorization: Bearer <token>" https://<consul_url>/v1/kv/tenants/<tenant_uuid>/gvp
        {
        "gvp_config_dbid": "161",
        "ivr_app_dbid"  : "217"
        }
    • Command Line Interface
      • Purpose: The command line interface tools to log in and work with the Kubernetes clusters.

Storage requirements

To deploy a BDS container on a node (or a worker computer), you need the following storage elements:

  • dual-core vCPU
  • 8 GB RAM
  • 40 GB PVC*
  • Database - BDS does not require any database but extracts the data from the GIM database, that is, Postgres. Hence, BDS supports any Postgres version that GIM currently supports.

* BDS creates the persistent volume claim (PVC) file storage to save the extracted and transformed files with current ETL time stamps.

  • The file share must be persistent, and must be mounted inside the pod to /mnt/fileshare folder. Note: Mount name cannot be changed, once created.
  • The information and files necessary to start BDS in between launches is stored on PVC.
  • Data in the file share must be backed up with a retention period of 90 days, and data protection.

Network requirements

Not applicable

Browser requirements

Not applicable

Genesys dependencies

BDS interoperates with the following Genesys software applications to receive billing data:

  • Genesys Voice Platform Reporting Server (GVP RS) 9.0 or later
  • Genesys Info Mart 8.5.015.19 or later

Depending on the metrics that you need, you must ensure that the corresponding data sources are available in your environment for BDS to generate meaningful reports.

To build requests for main data sources, BDS obtains additional information from the following sources:

  • GVP Config Server
  • Genesys GWS

NOTE: Genesys Multicloud CX private edition is being released to pre-approved customers as part of the Beta Program. Please note that the documentation and the product are subject to change. For more details about the program, please contact your Genesys representative.
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Introduction

Billing Data Service (BDS) operates as a CronJob, which runs once a day, consisting of a sequence of steps that collect various data from sources -- such as Genesys Info Mart, GVP RS, and Configuration -- and transforms that data into usage statistics that track your consumption of Genesys services, which is used for billing purposes. Files are securely transferred to Genesys back-office using SFTP.

Autoscaling is not supported.

For information about the overall architecture of Genesys Multicloud CX private edition, see the high-level Architecture page.

See also High availability and disaster recovery for information about high availability/disaster recovery architecture.

Architecture diagram - Connections

The numbers on the connection lines refer to the connection numbers in the table that follows the diagram. The direction of the arrows indicates where the connection is initiated (the source) and where an initiated connection connects to (the destination), from the point of view of Billing Data Service as a service in the network.

Architecture diagram for Billing Data Service in Private Edition.

Connections table

The connection numbers refer to the numbers on the connection lines in the diagram. The Source, Destination, and Connection Classification columns in the table relate to the direction of the arrows in the Connections diagram above: The source is where the connection is initiated, and the destination is where an initiated connection connects to, from the point of view of Billing Data Service as a service in the network. Egress means the Billing Data Service service is the source, and Ingress means the Billing Data Service service is the destination. Intra-cluster means the connection is between services in the cluster.

Connection Source Destination Protocol Port Classification Data that travels on this connection
1 Billing Data Service Pushgateway HTTP 9091 Intra-cluster BDS-specific monitoring metrics are available through PushGateway. A monitoring tool connection can scrape those metrics from PushGateway.
2 Billing Data Service Genesys Web Services and Applications HTTP 80 Intra-cluster Obtains information on voicemail boxes configured in the tenant’s configuration.
3 Billing Data Service Voice Platform Configuration Server TCP 8888 Intra-cluster Verifies necessary configurations required to connect to Voice Platform Reporting Server in a tenant's primary region.
4 Billing Data Service Consul HTTPS 443 Intra-cluster Connection to Consul in a tenant's primary region.
5 Billing Data Service Voice Platform Reporting Server TCP 1433 Intra-cluster Connection to the Voice Platform Reporting Server's database (GVS RS DB) to extract metrics information in a tenant's primary region.
6 Billing Data Service Genesys Info Mart TCP 5432 Intra-cluster Connection to the Genesys Info Mart's database (GIM DB) to extract metrics information in a tenant's primary region.
7 Billing Data Service Voice Platform Configuration Server TCP 8888 Egress Verifies necessary configurations required to connect to Voice Platform Reporting Server in a tenant's non-primary region(s).
8 Billing Data Service Consul HTTPS 443 Egress Connection to Consul in a tenant's non-primary region(s).
9 Billing Data Service Voice Platform Reporting Server TCP 1433 Egress Connection to the Voice Platform Reporting Server's database (GVS RS DB) to extract metrics information in a tenant's non-primary region.

 

NOTE: Genesys Multicloud CX private edition is being released to pre-approved customers as part of the Beta Program. Please note that the documentation and the product are subject to change. For more details about the program, please contact your Genesys representative.

 

Billing Data Service (BDS) is a Cronjob that runs on a per-tenant basis, so High Availability (HA) is not applicable.

See High Availability information for all services: High availability and disaster recovery

NOTE: Genesys Multicloud CX private edition is being released to pre-approved customers as part of the Beta Program. Please note that the documentation and the product are subject to change. For more details about the program, please contact your Genesys representative.

You can find out about changes in each release in the Resource Center article, Billing Data Service Release Notes.

This article defines the measurements used in all Genesys Multicloud CX offers, including Private Edition, to determine consumption for billing purposes. You can also download a spreadsheet of the definitions from the Resource Center: Genesys Multicloud CX billing measurement definitions.

  • User: An individual who (i) is authorized by Customer and (ii) has been supplied a user identification and password(s) by Customer to access the Genesys Multicloud CX Services on Customer’s behalf.  A User may be a Concurrent User or Named User.
  • Supervisor: A subtype of user, Customer technical, operational, and support personnel authorized to use the administrative functions and features of the Multicloud CX Services, but not otherwise authorized to use the Genesys Multicloud CX Services in production.   
  • Agent: A subtype of user that is authorized to handle customer interactions in production but not authorized to use the administrative functions of the Genesys Multicloud CX Services.
  • Concurrent User: The maximum number of unique User IDs that are logged into a Genesys Multicloud CX Service within any one second interval in a given geographic region (US, EU, AP) during the applicable month. Concurrent Users are calculated and billed separately for each geographic region and for each Multicloud CX Service. If, during an applicable month, the same User ID logs into the same Multicloud CX Service in multiple geographic regions, that User ID is counted as a Concurrent User in each of those regions and for that Multicloud CX Service. Concurrent User excludes any User IDs used by Genesys for test purposes but includes any User IDs used by Customer for test purposes.
  • Named User: The total number of unique User IDs that are logged into a Genesys Multicloud CX Service in a given geographic region (US, EU, AP) during the applicable month. Named Users are calculated and billed separately for each geographic region. If, during an applicable month, the same User ID logs into the same Multicloud CX Service in multiple geographic regions, that User ID is counted as a Named User in each of those regions during that month and for that Multicloud CX Service. Named User excludes any User IDs used by Genesys for test purposes but includes any User IDs used by Customer for test purposes.
  • Multicloud CX Services: Multicloud CX Services provided by Genesys such as, but not limited to, Inbound Voice, Email, Chat, Outbound, Digital Messaging, Callback, Predictive Routing, Voice 1, Voice 2, Digital 1, Digital 2, Gplus Wfm Adapter, CRM Adapters, Interaction Recording.
  • Port: A semi-permanent interactive information interchange between two or more communicating devices, or between a computer and User (that is, a session). A Port is set up or established at a certain point in time and ended or otherwise closed at a later point in time.
  • IVR Minutes: The total sum of minutes associated with all IVR services during a billing period.
  • ASR & TTS Minutes (Nuance): 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.
  • Voice Mailbox: A recording device that stores voice mails either for individual users or for groups of users. It is billed by number of unique users configured to use any voicemail box(es) during the billing period and billed separately for each geographical region.
  • Recording Storage: Is measured in Gigabytes and is used for voice, IVR, and screen recordings when those services are enabled. Usage is measured using the highest value rounded up to the nearest GB and then summed across the geographic regions (US, EU, AP).
  • Interaction: An interactive information interchange between two or more communicating devices, or between a computer and User across a single media. Media includes but is not limited to Voice, E-mail, Chat, and other Digital messaging services.
  • CX Outbound Interaction: A subtype of interaction that is either initiated by an agent or by a computer towards a target number. This subtype 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 E-mails.
  • Predictive Routing Interaction: A subtype of interaction that is counted when a customer interaction is routed to an agent as a result of a predictive routing recommendation. A connection between the customer agent does not have to be established for a Predictive Routing Interaction to be counted.
  • Chatbot Interaction: "A subtype of interaction that is defined as an unlimited number of messages exchanged back and forth between the Consumer and a Chatbot, using a single communication channel. The interaction ends with the following criteria: 
    • Consumer or Chatbot ends the conversation.
    • Conversation is queued or transferred to an agent. If the agent transfers the customer back to the Chatbot, a new interaction is incurred. 
    • A customer-defined “interaction duration timer” expires (the maximum duration of the timer is 24 hours)."
  • Voicebot Minutes: "A subtype of interaction that is defined as an unlimited number of messages exchanged back and forth between the Consumer and a Voicebot, using a single communication channel. The interaction ends with the following criteria: 
    • Consumer or Voicebot ends the conversation.
    • Call is queued or transferred to an agent. If the agent transfers the customer back to the Voicebot, a new interaction is incurred.
      The duration interaction is counted in minutes rounded to the nearest minute."
  • Task Routing Interaction: A subtype of interaction that is defined as request that is submitted to Genesys routing to route a task. Note: The task does not actually need to be routed in order to be counted.

Announcements

Case Escalation Management Process

This article outlines the process for escalating an open case with customer care, including the criteria a case must meet in order to be escalated, how to submit an Escalation Request through the My Support Portal, and the Escalation Management Process that Customer Care follows once an Escalation Request has been submitted.

Escalation criteria

Note: If a case requires engagement of Development, Cloud Operations or a 3rd party, please understand that it may require additional time to resolve, pending their analysis and findings.

  • There must be an active case for the Escalation
    • Closed Cases: If your case is already closed, the Escalate Case button will not be active. If you need to reopen a case, please do so through the MySupport portal or call into our Care team to request a case reopen.
    • No Case: There must be an existing case open with Genesys Product Support team before it can be escalated.
  • Double-check your case before requesting an Escalation
    • Has there been a recent update to the case that you may have missed?
    • Is Genesys Product Support waiting on additional information from you before they can proceed?
  • Is there already an active Escalation on the case? While multiple escalations can exist on a case, only one can be active at any given moment. If there is an open Escalation on your case already, you will not be able to submit a second until the first is closed.
  • Please do not request an Escalation based on change in urgency/impact. If a case needs to be changed to a higher priority based on a greater need for urgency or broader impact, please call in the request to our care team
  • An Escalation should not be requested for a Root Cause Analysis (RCA) unless Genesys Product Support has had 5 business days for cloud deployments or 7 business days for premise to complete analysis, per our standard Service Level Targets for RCA delivery (listed in your Customer Handbook: – PureConnect Direct Customer, PureConnect Partner Handbook, PureCloud).
  • If a high priority case has not been updated in the last 24 hours and the case is actively causing significant business impact, an Escalation can be requested.
  • Low priority cases are not eligible for escalation, if the impact of a low priority case changes, please request a change to medium through a work note in the case. If a change to high is required, please contact our care team by phone.

How to submit an Escalation Request

  1. From the MySupport portal, select the case you wish to escalate
  2. Navigate to the bottom right-hand corner of the case page and select Escalate Case. (If the Escalate button is disabled, it is most likely due to an already existing and open Escalation. See Escalation Criteria section for more info on multiple Escalations..)

    Screenshot of a case record in the My Support Portal. Escalate Case button is highlighted.
     
  3. A new window will open, displaying the Escalate Case form. There are two main fields:
    • Reason: Select the reason for the Escalation. Once a reason is selected, you may be prompted for additional information.
    • Escalation Details: This may include any initial notes which the Escalation Owner may need.
  4. Once the form is completed, click Escalate Case.
  5. Once the case has been escalated, a time stamp will appear within the case, and a banner will pop-up across your screen, confirming the Escalation has been created.

Escalation management process

  1. Customer or Partner submits an Escalation Request. 
  2. Escalation Owner reviews request and determines if it meets the Escalation Criteria
  3. Escalation Owner replies to request with next steps. If the Escalation Request is invalid, the Escalation Owner will provide reasons why and provide process information to the requestor.
  4. If Escalation request is valid, the Escalation Owner assesses the situation, prioritizes the Escalation by importance and urgency, and works with the engineer(s) to set expectations regarding next steps.
  5. Escalation Owner updates the case with all additional external communications with the customer or partner, regarding the Escalation.

Communicate directly with Escalation Owner

You can communicate directly with the Owner of the Escalation from the Escalation Feed section on the case. There will now be two feed sections on the case. 

  • The Case Feed will capture the technical aspects of the case. 
  • The Escalation Feed will capture the communication flow of the Case Escalation.

Please be mindful of the type of update you are sending and use the appropriate feed section for your update.

Additional training

If you would like to learn more about the new Escalation Management Process, you can access our training here: https://rise.articulate.com/share/0N9zbnlzRL2HDa9AGu9rm1Yw5BOZnBNI using the password: Genesys2022.

Overview of the My Support Portal

Only Designated Contacts have access to create, update, close, or re-open a case. Other employees who work for Genesys direct customers, Partners, Resellers, or end users can request Read-Only access to the My Support Portal to view cases opened by Designated Contacts on behalf of their company.

The My Support Portal allows you to:

  • Open and manage your support cases (Designated Contacts only)
  • Search our Knowledge Base and Technical Documentation site
  • Register for and view our Genesys Engage Tech Tutorials
  • Learn about current Product Support news and announcements
  • Access Genesys Care Apps and Tools (Designated Contacts only)