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Importing Historical Data

Use the Administration application to import historical data from predefined files. These files are from ACDs, WFMs, Data Warehouses, or are manually generated. You can easily configure data feeds from within the application, import data from all feeds and multiple weeks at the same time, and create new Center/Staff/Contact types within the mapping process.

For additional information, see Genesys Decisions Administration.

Creating a New Data Feed

Before you can import files for the first time, you must create data feeds. Set up individual data adapters for the new data import feeds:

  1. Select Click the Import button on the main Administration window.
  2. Select Click the Add button on the Run Data Feeds window to manage this functionality specify a data feed.
  3. From the list in the left column, select the data adapter that you would like to create.
  4. Enter the name of the data feed at the bottom of the window and select click OK.
  5. The following window A configuration window opens and asks prompts you for information about the data feed file or files:
    • In the File path is requesting field, enter the current directory path where the import files can be found. In order to edit the directory path the user can edit You can either enter the directory path in the File path field or select click the Browse button, which will bring up an explorer window to allow the user to in which you can select the desired path. Once selected, from the browser it will populate the File path field.
    • In the File naming pattern field, is requesting enter the name of the file to look for within the import folder.
    • In the Data starts at row field, is requesting at what enter the line number, counting from the top of the file will the data start (after the header line, if there is a one), at which to start the data import.
    • Select a Field delimiter is requesting to specify how the fields in the file will be delimited by should be demarcated.

Test the Import

Once the import file information has been entered, you can perform a test of the new import by selecting the Test button at the bottom of the window. This test will validate that the file path and file names are correct. It will also validate that the import file can read the data in the file, starts starting at the specified line, and that the data is delimited correctly. Permissions to read the import files are also validated. If there are any issues with the test import, messages will be displayed that will help the user you to correct the issue.

When performing the test, you have access to the following options:

  1. Select Click the Clear Test Log (Decisions-admin import-data-test-clear-log-button 90.png) button at the far right to clear out any previous import messages in between test runs.
  2. Select Click the Copy Test Log (Decisions-admin import-data-test-copy-log-button 90.png) button at the far right to copy any import messages outside of the application to review later. Corinne's Note: I'm not sure I understand what "to copy any import messages outside of the application" means. Does this mean "... to copy any log messages related to the import, which you can then paste into an external file for review", or something like that?
  3. When no issues are found, you can save the new data feed (click the Save button) and close out of the window.

Edit the a Data Feed Directory Path

Corinne's Note: The title of this section seemed to be too precise; this procedure does not seem to be specific to editing a data feed directory path, but rather editing a data feed (is that the correct term to use?), in general.

To edit the data feed directory path after the data feed source information has been saved:

  1. Click the Import button on the main Administration window to open the Run Data Feeds window. Corinne's Note: I am assuming that this procedure is done in the Run Data Feeds window, but maybe I'm wrong?
  2. Select Click to open the drop-down menu under the Run (green arrow) button. The list of current data feeds that have been set up will display.
  3. Edit the imports to be that you want to run.
    In order To not run a particular import, turn off that import by sliding the bar to the "off" position (that is, slide it to the left).
  4. Edit the current mappings. Corinne's Note: I don't understand where you edit the "current mappings". Do you have to click Run first, and then you can edit the imported data report (or whatever you call it)?
  5. To edit a data feed, right-click on the specified relevant import and two options will display. The options are to configure extractor or to configure mapping. Select which edit is required one of those options and the appropriate corresponding window, in which you can make your changes, will display open. Corinne's Note: I don't see this at all in the demo environment, but I can't actually import data, so maybe that's the problem? Is this procedure still accurate?

Run a Data Feed

Import data into the Administration application by running the data feed import process:

  1. Select Click the Import button on the main Administration window. The Run Data Feed window opens.
  2. If import data feeds have already been set up, then select the New Data radio button in the Import Range section to import data for either the current week or the weeks since the last import was done. and then Select Click the Run button on the left.
  3. If you are re-importing a configured data feed, then select the Between radio button in the Import Range section, and select the beginning and end dates for which you wish to import data. select Click the Run button on the left.
  4. Once the data feeds have been successfully created, select click the Run (green arrow) button to start the import process.
    All import data feeds can be run at the same time.
    If you cancel the import process is cancelled, and there was more than one import data feed being imported, then only the import data feeds that have not yet started will be cancelled.
  5. Once the imports data have has been run imported, a validation window will display showing the date and time of the import run and who ran it. This window will notify the user you if there were any issues while importing.
    There are four validation columns (Found Import Sources, Validated Import Sources, Mapped Identifiers, Imported All Sources). If a green check mark is displayed in every validation column, then there were no issues. If there is a red X in any column, then a review of that issue must be made and the data import process re-run. A Details report is included in the validation process, which gives a more detailed explanation of any problems that were found.

Use the PureEngage Adapter To Create A Data Feed

The Genesys PureEngage adapter allows users lets you pull historical data directly from the Genesys Info Mart or Workforce Management (WFM) database. The Decisions application pulls shrinkage historical data from the PureEngage WFM system. Decisions also pulls the center and staff mapping information from WFM using the Teams that are defined. Inbound Phone, Outbound Phone, and Chat historical data is pulled from the Genesys Info Mart aggregation tables. All of the different types of data that are extracted from the various systems are consolidated in order to provide Center, Staff, and Contact mappings.

The Decisions application can extract all of the same data and configuration from flat files that it can collect directly from the Genesys Info Mart or WFM databases. Network and database administrators can decide which will work best in their environment.

To configure the PureEngage data feed:

  1. Select the Genesys PureEngage 8.5 option from the Create New Data Feed window.
  2. Enter a name for the data feed.
  3. Click OK.
    After saving, you will be prompted to enter information on the configuration screen.

See the following procedures for additional information:

Each procedure assumes that you have selected the Genesys PureEngage 8.5 option from the Create New Data Feed window, and that the configuration window has opened in which you will set up the data feeds.

Configure PureEngage Contact Performance History

  1. In the data feed configuration window, select the data source for your contact performance data; either Database or Files. The configuration window prompts for additional information that is dependent on the data source type:
    • If you selected Database, then populate the sections below the Data Source selection drop-down menu to configure the database source.: Database Type, Database Server, Database, and Port Number Specify the type of database, the database server name, the database name, and the connection port number.
    • If you selected Files, then populate the Input Source sections to configure the adapter to read Inbound, Outbound, and Chat history historical data from predefined flat files. See Step 5 in the Creating a New Data Feed procedure on this page for information about the fields. : File path, File naming pattern, Data starts at row, and Field delimiter.
  2. Click the Test button to ensure validate that the application can read data from the specified data source.
  3. Click Save and exit the form, or follow the instructions below to configure Shrinkage History.

Configure PureEngage Shrinkage History

Important
Ensure you have your PureEngage WFM system credentials information available before performing this procedure. During the testing, you will be asked to enter those credentials.
  1. In the data feed configuration window, check the Configure Shrinkage box if you would like to configure shrinkage history using the PureEngage data feed.
  2. Select the data source for your shrinkage data; either PureEngage WFM or Files. The configuration window prompts for additional information that is dependent on the data source type:
    • If you selected PureEngage WFM, then populate the fields below the Data Source selection drop-down menu to configure the PureEngage WFM source. Specify the WFM server host name (Corinne's Note: Is it the WFM Server host name, or a WFM database host name?) and the connection port number.
    • If you selected Files, then populate the Input Source sections to configure the adapter to read shrinkage history from predefined flat files. : File Path, File naming pattern, Data starts at row, and Field delimiter. See Step 5 in the Creating a New Data Feed procedure on this page for information about the fields.
  3. Click the Test button to ensure validate that the application can read data from the specified data source.
  4. Click Save and exit the form, or follow the instructions below to configure Agent Grouping History.

Configure PureEngage Agent Grouping History

  1. In the data feed configuration window, select the data source for your agent grouping data; either PureEngage WFM or Files. The configuration window prompts for additional information that is dependent on the data source type:
    • If you selected the PureEngage WFM source is selected, the application will use the same WFM API configuration that was specified in the Shrinkage History to extract the Agent Grouping data.
    • If you selected Files, then populate the Input Source section to configure the adapter to read the agent grouping history from predefined flat files.: File Path, File naming pattern, Data starts at row, and Field delimiter. See Step 5 in the Creating a New Data Feed procedure on this page for information about the fields.
  2. Click Save and exit the form.

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This page was last modified on July 25, 2018, at 17:56.