Release Note

Contents

Introduction

As of February 1, 2012, Genesys is no longer an affiliate of Alcatel-Lucent; any indication of such affiliation within Genesys products or packaging is no longer applicable. Please see the Genesys website at http://www.genesyslab.com for more details.

This release note applies to all 8.0 releases of Genesys Interactive Insights (GI2).

• Links in the Contents section enable you to access information regarding a specific release. Releases are listed by version number rather than in date order. For this reason, a recent release may be listed after earlier releases, if the version number is lower. Except when otherwise noted in the information for a specific release, each release includes all of the features and corrections that were introduced for the applicable operating system at earlier dates, regardless of the version numbering.
• The Release Number table lists the supported operating systems for each release at a high level. For more detailed information, see the Genesys Supported Operating Environment Reference Manual.
• The Known Issues and Recommendations section is a cumulative list. It includes information on when individual items were found and, if applicable, corrected.
• The Corrections and Modifications section for each release may list additional issues that were corrected without first being documented as Known Issues.
• The Discontinued Support section is cumulative. It lists functionality that is no longer supported and the release number of the version in which support was discontinued.

Use of Third-Party Software

Genesys follows applicable third-party redistribution policies to the extent that Genesys solutions utilize third-party functionality. For specific information on any third-party software used in this product, see the Read Me. Please contact your technical support representative if you have any questions

Supported Operating Systems

New in This Release

This release is under shipping control. This section describes new features that were introduced in this release of Genesys Interactive Insights.

• The following four reports have been added to the Interactive Insights Portfolio to summarize the processing of interactions that originate from Outbound Contact campaigns:

  • Agent Outbound Campaign Report

  • Campaign Callbacks Summary Report
  • Campaign Summary Report

  • Contact List Effectiveness Report

• The new Customer Perspective Report summarizes response times, revenue, and satisfaction from the customer perspective.

• The Agent Not Ready Reason Code Report has been improved to enable reporting of hardware- and software-related NotReady reason codes within the same report.

• The Queue Outline Report has been expanded to report the disposition of consult interactions that enter a queue as well as customer interactions.

• Three new access levels group the permissions that apply to the Interactive Insights user groups.

• Two additional measure maps demonstrate universe coverage of Outbound Contact activity.

• New measures, dimensions, and other universe elements support the new and improved reports.

Corrections and Modifications

There are no corrections or modifications for this release.

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Supported Operating Systems

New in This Release

This release is under shipping control. This section describes new features that were introduced in this release of Genesys Interactive Insights.

• The tables, views, and indexes scripted in make_gi2.sql are now deployed automatically to your Info Mart database upon first run of Reporting and Analytics Aggregates (RAA). No longer need you run this script manually as was the case in prior releases. Refer to the Reporting and Analytics Aggregates 8.0 Deployment Guide for further information.

Corrections and Modifications

This release also includes the following corrections and modifications:

When you set the Business Objects CMS port number during Interactive Insights installation to a value different from its default, 6400, you will no longer encounter the following error message when deploying a universe or reports:

(ER# 263309774)

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Supported Operating Systems

New in This Release

This release is under shipping control. This section describes new features that were introduced in the initial 8.0 release of Genesys Interactive Insights.

• The definitions of nearly all measures in all classes were expanded in scope to enable measurements for e-mail and chat interactions in addition to voice activity. Accordingly, many measures and reports have been renamed to embody media-generic titles.

• This release provides results for outbound and internal contact center activity in addition to inbound results. As such, many reports have been modified and renamed to remove the inbound focus that was predominant in the 7.6.x releases.

• The Agent Summary Activity Report is introduced in this release to summarize interaction-handling counts and durations by agent. The new Agent Details Activity Report complements this report providing a breakdown of the counts and durations.

• The Speed of Accept (hours) Report is introduced in this release to break down the amount of time it takes agents to reply to long-enduring interactions, such as e-mail.

• The Interaction Volume Summary Report is introduced in this release to provide month-by-month comparisons over a two-year period for accepted and completed interactions that were assigned business attributes.

• Detail-level measures (as opposed to aggregated measures) have been moved to the Details folder in the universe. Likewise, reports providing detail-level results have been moved to the Details folder in InfoView.

• Installation of the Reporting and Analytics Aggregates 8.0 option of Genesys Info Mart (GIM) is a new requirement for Interactive Insights 8.0. Unlike in the 7.6 releases, aggregate tables are no longer created, maintained, and populated as part of GIM�s core functionality. Refer to the Reporting and Analytics Aggregates documentation set for information.

• The installation routine now provides a third option for deploying Interactive Insights within your environment—to only extract files from the installation package.

• The Interaction hierarchy was added to the universe to enable drill-up and drill-down operations along an interaction's type in the reports.

• This release introduces a report upgrade utility to migrate reports created using a prior version of Interactive Insights to the current release. Refer to the Genesys Interactive Insights 8.0 User's Guide for information about this utility.

Corrections and Modifications

This release includes the following corrections and modifications that were made between Release 7.6 or earlier releases and the initial 8.0 release:

The Summary tab on the Agent Conduct Report has been updated to reflect an accurate count of short interactions handled by a given agent. Previously, this count was not normalized and instead was incremented for every group of which the agent was a member. (ER# 254084618)

Interactive Insights no longer overwrites BOE properties, permissions, or membership of the Interactive Insights-supplied users or user groups when you upgrade Interactive Insights from a previous release (that is, uninstall and then reinstall GI2). (ER# 234060556)

When you specify a value greater than 0 at the From Hour prompt of certain reports and then run the report, the results for measures that were defined using the DB delegated function are no longer empty where they should contain values. (ER# 229281573)

Values in the list boxes of report prompts no longer repeat as they did in previous releases. Previously, this issue occurred under some circumstances when you first ran a report and selected to expand Show List Of Values. The ALL value, for example, no longer appears twice. (ER# 183836167)

Timestamps now display correctly when you operate the Business Objects server on Linux platforms using JDBC drivers. In previous BOE releases, time was displayed as 00:00:00 in the Daily Agent Login-Logout and Daily Agent State Detail Interactive Insights reports under such circumstances. You no longer must change drivers (to Oracle Client or DB2 Client) as a workaround. Upgrade to BOE XI 3.1 Service Pack 3, however, is required. (ER# 196251318)

The deployment procedure was improved such that installation no longer fails during the importation of certain objects into the BOE XI repository when it already contains objects of the same name but that use different object IDs. Previously, as a workaround, you had to rename or delete the existing objects before re-installing the product. (ER# 229971501-BOE)

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Known Issues and Recommendations

This section provides the latest information on known issues and recommendations associated with this product. Some of the issues are specific to BOE software but are apparent through the Interactive Insights reports or universe. Where this is the case, the Genesys-associated Engineering Request (ER) number is suffixed with "‑BOE".

There are several look-and-feel issues with running reports when using the Mozilla Firefox browser such as shifted rows, misaligned table cells, and incomplete display of data. These issues are not apparent when using the Microsoft Internet Explorer browser or in Applet mode on Firefox.

If you are using a BOE cluster, then all BOE nodes that serve the InputFileStore and OutputFileStore servers must have access to the same storage location. This location can be a network share, SAN share, clustered filesystem, and so on, but all FileStore servers must point to the same location.

After you establish the shared location, use the following procedure to update BOE server parameters for all nodes to point to that location. The procedure uses a UNIX file path, UNIX commands, and /mnt/boshare as the shared location, but you can substitute Microsoft Windows commands and the directory of your own shared location:

1. Create the following subdirectories for the input and output file stores:

   mkdir /mnt/boshare/input
   mkdir /mnt/boshare/input/temp
   mkdir /mnt/boshare/output
   mkdir /mnt/boshare/output/temp

2. Make sure that the user account from which the BOE servers are run is the owner of the /mnt/boshare directory and all of its subdirectories and has read and write access to them.

3. Then, for each node of the BOE cluster, perform the following steps:

1. In the Central Management Console, browse to the Servers section and open the properties of server <NODENAME>.InputFileRepository.

2. Enter the following values:

   Temporary Directory -> /mnt/boshare/input/temp
   File Store Directory -> /mnt/boshare/input

3. Save and close the server properties.

4. Right-click the server and select restartto restart the InputFileRepository.

5. Next, open the properties of server <NODENAME>.OutputFileRepository.

6. Enter the following values:

   Temporary Directory -> /mnt/boshare/output/temp
   File Store Directory -> /mnt/boshare/output

7. Save and close the server properties.

8. Right-click the server and select restartto restart the OutputFileRepository.

(ER# 295377854)

In an environment where Business Objects components are installed on a VMWare cluster, the Web Intelligence Processing Server located on backup virtual machine stops and does not restart when the primary virtual machine ungracefully shuts down. This makes GI2 reports nonoperational. To address the situation, apply the solution described in this Release Note for ER #288212632. (ER# 296343761)

drop INDEX IDXR_RSSF_DT;
drop INDEX IDXR_IRF_SDT;
drop INDEX IDXR_MSF_IID;
drop INDEX IDXR_MSF_SDT;
drop INDEX IDXR_RSF_SDT;
drop INDEX IDXR_RSRF_SDT;
drop INDEX IDX_RSSF_AGR_DB;
drop INDEX IDX_IRF_AGR_DB;
drop INDEX IDX_IRF_IID;
drop INDEX IDX_IRSF_AGR_DB;
drop INDEX IDX_MSF_TIRF;
drop INDEX IDX_RSF_AGR_DB;
drop INDEX IDX_RSRF_AGR_DB;

create index IDX_IRF_IID on INTERACTION_RESOURCE_FACT(INTERACTION_ID) local;
create index IDX_MSF_TIRF on MEDIATION_SEGMENT_FACT(TARGET_IXN_RESOURCE_ID) local;
create index IDXR_MSF_IID  on MEDIATION_SEGMENT_FACT(INTERACTION_ID) local;
create index IDXR_IRF_SDT  on INTERACTION_RESOURCE_FACT (START_DATE_TIME_KEY,RESOURCE_GROUP_COMBINATION_KEY,RESOURCE_KEY) compress 2 local;
create index IDXR_RSF_SDT  on SM_RES_STATE_FACT         (START_DATE_TIME_KEY,RESOURCE_GROUP_COMBINATION_KEY,RESOURCE_KEY) compress 2 local;
create index IDXR_RSSF_DT  on SM_RES_SESSION_FACT       (START_DATE_TIME_KEY,RESOURCE_GROUP_COMBINATION_KEY,RESOURCE_KEY) compress 2 local;
create index IDXR_RSRF_SDT on SM_RES_STATE_REASON_FACT  (START_DATE_TIME_KEY,RESOURCE_GROUP_COMBINATION_KEY,RESOURCE_KEY) compress 2 local;
create index IDXR_MSF_SDT  on MEDIATION_SEGMENT_FACT    (START_DATE_TIME_KEY,RESOURCE_GROUP_COMBINATION_KEY,RESOURCE_KEY) compress 2 local;
create index IDX_RSRF_AGR_DB on SM_RES_STATE_REASON_FACT ( DURATION_BUCKET(START_DATE_TIME_KEY,END_DATE_TIME_KEY), START_DATE_TIME_KEY, END_DATE_TIME_KEY ) compress 2 local;
create index IDX_RSF_AGR_DB  on SM_RES_STATE_FACT        ( DURATION_BUCKET(START_DATE_TIME_KEY,END_DATE_TIME_KEY), START_DATE_TIME_KEY, END_DATE_TIME_KEY ) compress 2 local;
create index IDX_RSSF_AGR_DB on SM_RES_SESSION_FACT      ( DURATION_BUCKET(START_DATE_TIME_KEY,END_DATE_TIME_KEY), START_DATE_TIME_KEY, END_DATE_TIME_KEY ) compress 2 local;
create index IDX_IRSF_AGR_DB on IXN_RESOURCE_STATE_FACT  ( DURATION_BUCKET(START_DATE_TIME_KEY,END_DATE_TIME_KEY), START_DATE_TIME_KEY, END_DATE_TIME_KEY ) compress 2 local;
create index IDX_IRF_AGR_DB  on INTERACTION_RESOURCE_FACT( DURATION_BUCKET(START_DATE_TIME_KEY,END_DATE_TIME_KEY), START_DATE_TIME_KEY, END_DATE_TIME_KEY ) compress 2 local;

Parse failed: Invalid Definition (UNV0023)
Parse failed: Exception:DBD� (DBMS dependent message)

Flow/Active
Flow/Interaction ID
Flow/Start Timestamp
Flow/End Timestamp

Flow/Customer ID
Flow/From
Flow/To
Flow/Agent/Queue Order

Flow/Segment ID
Flow/Duration
Service Objects/Pre-Set Day Filter
Service Objects/Pre-Set Date Filter

Queue/PreSetAndDateRange Abn
Queue/PreSetAndDateRange Ans
Service Objects/Agent (single)
Handling Attempt/Customer ID
Handling Attempt/PreSetAndDayAndTimeRange

Ixn State/Ixn State PreSetAndDayAndTimeRange
State/Agent State PreSetAndDate
Session/Session PreSetAndDate
PreSetAndDateRange (in all classes)
PreSetAndDate (in all classes)

The Summary tab on the Agent Conduct Report does not reflect an an accurate count of short interactions handled by a given agent. (ER# 254084618)

When drilling down from hour-level aggregation to sub-hour level-aggregation on the Main tab of Business Results reports, Web Intelligence may become unresponsive and appear to hang. If this should occur in your environment, restart the Web Intelligence Processing Server. (ER# 254009771)

The BOE server cannot correctly process the complex query generated by the Interaction Volume Summary Report when you drill for results. Drilled results that are returned may contain unexpected or missed data. (ER# 251979921)

The Interactive Insights reports will count an invitation for collaboration that an agent declines as Consult Received Accepted when the agent uses Genesys Agent Desktop (or a custom desktop using the same SDK) to decline the invitation. Refer to ER 247946331 in the Genesys Info Mart 8.0 Release Notes for additional information. (ER# 250850268)

In multi-tenant environments, it is no longer necessary to run the make_gi2 script against each tenant schema as is documented in the Genesys Interactive Insights 8.0 Deployment Guide. (You must still run it, though, in GIM's main db schema.) Instead, you can issue the updateAliases runtime parameter when invoking aggregation to create tenant views of GI2 objects. Refer to the Reporting and Analytics Aggregates 8.0 Deployment Guide and User's Guide for additional information. (ER# 260108899)

The BOE server may stop or hang indefinitely during the following Web Intelligence operations:

• Drilling on graphs that employ smart (DB-delegated) measures.
• Drilling on tables that employ smart measures and where table contents are ranked.

These operations are most commonly performed on the Summary tab of Interactive Insights reports. (ER# 233433961‑BOE)

When running Interactive Insights against an Info Mart on the DB2 RDBMS, report results might yield data that is rounded incorrectly for those measures that were defined using the DB delegated function. If the formula for such measures yields fractions (such as averages and percentages), the resultant values will be rounded down only to the tenths place—for example, 0.2 instead of 0.23. To obtain a higher degree of precision, update the measure's definition in Designer to use 1.0000 wherever 1.0 is used. In the modified formula, specify as many zeros as the degree of precision that you are trying to achieve. (ER# 229971505‑BOE)

During the UNIX installation of BOE XI, you may encounter an error regarding the UTF-8 locale setting. If this parameter is set incorrectly, installation will cease. To correct this, issue one of the following commands prior to installation:

export LANG=en_US.utf8
export LANG=en_US.UTF-8

The command you select depends on your UNIX platform. (ER# 220315067‑BOE)

In Report Info, the values for prompts that allow multiple selections display values in the order you selected them rather than alphabetically. (ER# 185568701‑BOE)

The user prompts in reports that prompt for date values, such as Start Date and End Date, contain an extraneous time component (shown as 12:00:00) that is not required for report generation. Furthermore, the Business Objects Report Server ignores any time values that you might designate for such prompts. (ER# 185568808‑BOE)

If you specify improper BOE credentials when prompted during the installation of Interactive Insights or if some other problem results that impacts the deployment of the Interactive Insights universe and reports to the Business Objects repository, the final screen of the Interactive Insights installation routine nonetheless reports that installation was successful. (ER# 185630156)

Take care when interpreting report results that show data which has been drilled up from its original aggregation level. The layout of each report defines section breaks which are appropriate only to the original aggregation level designed for the report. For example, the Agent Interval Based Report has been designed with a section break on Agent Name. The Call Volume Service Type Report (the name of the report in the 7.6.x releases) has been designed with a section break on Service Type Name. (In 8.0, the name of this report is Interaction Volume Service Type.)

The composition of these section breaks is not dynamic in light of drilling operations that are performed on the report. Drilling up to Agent Group in the Agent Interval Based report, for example, does not redefine the section break to occur on agent groups. As such, reports for drilled aggregation levels display results that may appear unbecomingly sectioned.

As a workaround, you can customize a report to provide results that are appropriately sectioned for the desired aggregation level. (ER# 195952061‑BOE)

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Discontinued Support

This section documents features that are no longer supported in this software. This cumulative list is in release-number order with the most recently discontinued features at the top of the list.

There are no discontinued features.

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Internationalization

Information in this section is included for international customers.

There are no known issues related to internationalization.

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Additional Information

Additional information on Genesys Telecommunications Laboratories, Inc. is available on our Technical Support website. The following documentation also contains information about this software. Please consult the Deployment Guide first.

• The Genesys Interactive Insights 8.0 Deployment Guide describes how to install Interactive Insights and silently install BusinessObjects Enterprise XI 3.1 on Windows and UNIX platforms.

• The Genesys Interactive Insights 8.0 Universe Guide describes the Interactive Insights reports and each element of the universe.

• The Genesys Interactive Insights 8.0 User's Guide describes how to customize the Interactive Insights universe and reports to perform extended functions.

Product documentation is provided on the Technical Support website, the Genesys Documentation wiki, and the Documentation Library DVD (produced monthly) or the Developer Documentation CD.

Note: For the DVD/CD, the New Documents on this DVD/CD page indicates the production date for that disc. Due to disc production schedules, documentation on the Technical Support website may be more up-to-date than what is available on disc immediately after a product is released or updated. To determine the version of a document, check the version number that is located on the second page in PDFs or on the About This File topic in Help files.

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