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Genesys Customer Experience Insights 9.x Product Alert

Genesys Customer Experience Insights 9.0.0 interoperates with the following releases of other products:

This table lists interoperability requirements for General releases, but lists Update releases only if software version requirements are different from those listed for the preceding General release.
GCXI Release MicroStrategy Release Kubernetes/Docker* RAA Release Genesys Info Mart Release iWD Release
9.0.011.00 11.1.0000.0123 (MicroStrategy 2019) v1.14.1-v1.14.3/18.06.1-ce...18.09.1-ce 8.5.009.04 8.5.013.06 (8.5.014.05 for Chat Thread reporting) 8.5.108.03 / 9.0.008.07
9.0.010.04 11.1.0000.0123 (MicroStrategy 2019) v1.13.1...1.13.4/18.06.1-ce...18.09.1-ce

v1.12.2/18.06.1-ce

8.5.008.00 8.5.011.18 (8.5.013 for Media Neutral reporting) 8.5.108.03 / 9.0.008.07
9.0.009.00 10.11.0100.0011 v1.13.1/18.09.1-ce

v1.12.2/18.06.1-ce

8.5.007.00 8.5.011.15 (except Co-browse) na
9.0.008.00 10.11.0100.0011 v1.12.2/18.06.1-ce

v1.11.3/18.06.1-ce (docker 1.12.3 for demo)

8.5.006.00 8.5.011.15 na
9.0.007.03 10.11.0100.0011 v1.11.3/18.06.1-ce

v1.10.5/17.03.1-ce (docker 1.12.3 for demo)

8.5.005.03 (8.5.005.03 to support latest Callback functionality) 8.5.01* (8.5.010.16 to support latest Callback functionality) na
*For more information about what Docker releases interwork with a given Kubernetes release, see the Kubernetes release notes.
Important
Genesys CX Insights supports reporting on asynchronous chat (Async chat). Note, however, that this feature requires a specific release of Genesys Info Mart. Check with your Genesys representative to see if a release of Genesys Info Mart with Async chat support is available.
  • Interaction Concentrator (ICON) 8.x and Genesys Info Mart 8.x might report ACW even if the agent does not accept a call (or consultation) but has ACW unrelated to the call. This recording leads to incorrect ACW, Handle Time, and related measures in some of the aggregates and reports. Refer to the release notes of these products for further information. (ER 258562765)
  • The Genesys CX Insights reports 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. (ERs 250850268, 247946331)
  • Because Interaction Concentrator 8.x does not support one-step conferences for SIP Server, Genesys Info Mart cannot populate the proper conference-related fields in the INTERACTION_RESOURCE_FACT table. As a result, this activity is not reported within the Genesys CX Insights reports. (ER 239356191)
  • Genesys CX Insights is powered by Microstrategy software. Additional documentation for Microstrategy software is available at www.microstrategy.com

What's New in Genesys Customer Experience Insights

Important
The Genesys CX Insights Installation Package comprises several files, some of which are too large to be downloaded using Genesys Download Center. Contact Customer Care for assistance.

June 26, 2019

This release adds the following new features:

  • Enhancement to Genesys intelligent Workload Distribution (iWD) reporting — including:
    • A new Intraday Process Dashboard, which comprises four intraday overviews that provide view detailed information about iWD tasks.
    • Enhancements to the Task Detail Report, including new attributes and metrics.
  • Chat reporting enhancements — Two new reports, Chat Session Report and Chat Engagement Report, are available in the Chat folder:
  • Co-browse reporting support — Support is added for reporting on Co-browse sessions, including more than twenty new metrics, and two new reports, Co-browse Detail Report, Co-browse Summary Report, in the Co-browse folder.
  • Enhancements to user groups and permissions — The hierarchy of folders, user names, groups, and management roles are expanded and improved.
  • Enhanced Reporting Performance — Changes to report queries and a new JDBC wrapper provide improved reporting performance.
  • User Data Examples — Several enhancements to the Genesys CX Insights project support user attached data (in the Handling User Data Example, Target User Data Examples, and Source User Data Examples folders).

April 15, 2019

This release adds the following new features:

  • Support for Genesys intelligent Workload Distribution (iWD) reporting — including a new project containing eight reports, along with associated metrics and other objects. This feature also includes enhancements to user and group features.
  • Omnichannel reporting — A new report provides detailed agent activity reporting across all media channels.
  • Enhanced agent group reporting — A new report provides information about how agents are distributed among agent groups.
  • Expanded Localization Support — GCXI now supports displaying the reports and user interface in two additional languages: Arabic and Korean.
  • Miscellaneous enhancements:
    • New logging capabilities — Genesys CX Insights now provides detailed logging information for selected components.
    • Focus Time reporting — New metrics are added to enable reporting on Focus and Focus Time.
    • Support is added for OpenJDK 11.
    • Support is added for MicroStrategy 2019.

December 21, 2018

This release adds the following new features:

  • Genesys Task Routing reporting — This release adds support for reporting on Genesys Task Routing (GTR),including two new dashboards:
    • Task Volume Dashboard
    • Agent Task Dashboard
  • Co-browse reporting — This release adds support for reporting on Co-browse sessions, including more than twenty new metrics, and two new reports:
    • Co-browse Detail Report
    • Co-browse Summary Report
    Reports in the Co-browse folder are on supported for Genesys Cloud deployments only.
  • Localization Support — GCXI now supports displaying the reports and user interface in several languages in addition to US English.
  • New Speed of Accept report — A new report, Speed of Accept (Seconds), is added, which is similar to the existing Speed of Accept (Hours) report, but is more appropriate for media types for which contact center responses are expected to be fast, such as voice and chat.

September 21, 2018

This release adds the following new features:

  • This is the initial release of Genesys Customer Experience Insights (CX Insights), a new Historical Reporting component, which replaces Genesys Interactive Insights (GI2).
    • Genesys CX Insights is built on a Microstrategy 10.x platform, and draws aggregated historical information from the Genesys Info Mart data warehouse. It presents the data in readable reports to enable business and contact center managers to make better business decisions for streamlining operations, reducing costs, and providing better services.
    • Genesys CX Insights supports the following RDBMS: Microsoft SQL Server Database, PostgreSQL Server Database, and Oracle SQL Server Database.
  • Gensys CX Insights includes more than 50 reports, a dashboard, and a versatile array of metrics, attributes, and other objects that can be used to construct reports and dashboards. Genesys CX Insights provides a web interface that enables users to easily customize or create additional reports and dashboards, and supports mobile access as well.
  • Genesys CX Insights empowers individuals through self-service analytics, and supports the following enhanced features:
    • Data Discovery and Dashboards
    • Data Preparation and Blending with additional data sources
    • Custom HTML 5 Visualizations
    • Personalized Alerts on Metrics

Genesys Customer Experience Insights

Genesys Customer Experience Insights (CX Insights) draws aggregated historical information from the Genesys Info Mart data warehouse, and presents the data in readable reports to enable business and contact center managers to make better business decisions for streamlining operations, reducing costs, and providing better services.

What's New

Genesys Customer Experience Insights is part of 9.x, which can include component releases from 9.1.x, 9.0.x, and 8.5.x code streams. Use the table below to check which component releases are part of 9.x.

All 9.x products 9.x Genesys Customer Experience Insights Release Notes
Product Component Latest Starting

Genesys Customer Experience Insights

Genesys Customer Experience Insights

9.0.011.02

9.0.007.03

Product Alerts

Documentation

Genesys CX Insights Deployment Guide

Provides instructions for installation, configuration, and startup of Genesys CX Insights.

Genesys CX Insights User Guide

Provides instructions for working with reports and objects in Genesys CX Insights, including report descriptions and sample report output.

Genesys CX Insights Hardware Sizing Guide

Provides information about hardware sizing for typical contact center scenarios.

Related Reporting Products


More Release Information

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This page was last modified on September 26, 2019, at 12:44.