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Reporting And Analytics Aggregates

Also known as RAA. An optional Genesys Info Mart process that creates and populates predefined aggregation tables and views within an Info Mart database. RAA aggregation tables and views provide the metrics that summarize contact center activity to facilitate reporting, and serve as the primary source of data for the Genesys CX Insights (GCXI) and Genesys Interactive Insights (GI2) historical reports. RAA is required for Genesys CX Insights and GI2 environments.



Glossary

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

Genesys CX Insights

Genesys Customer Experience Insights (Genesys CX Insights or sometimes GCXI) provides a presentation layer that extracts data from the Genesys Info Mart database, and presents it in readable historical reports to enable business and contact center managers to make better business decisions for streamlining operations, reducing costs, and providing better services.

For Genesys Cloud customers, depending on the release of Genesys Cloud that you are using, historical reporting is available through either the Genesys Interactive Insights (GI2) interface, or through Genesys CX Insights. See also Genesys Info Mart, Reporting and Analytics Aggregates (RAA), and Genesys Interactive Insights (GI2).



Glossary

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

Understanding the project

Report users interact with Genesys Customer Experience Insights (Genesys CX Insights) exclusively through MicroStrategy Web, which enables users to connect seamlessly to the CX Insights Project to run queries against their data mart. Report users can view reports and, if assigned the necessary access rights, create or modify reports, choosing objects from the CX Insights project. All of this is possible without ever seeing or having to understand the complex queries or data structures of the underlying data mart.

Important
This page describes the standard CX Insights project. Beginning with release 9.0.010, a second project, CX Insights for iWD is included for iWD customers. It has structure and features similar to the CX Insights project described on this page. See About the CX Insights for iWD project below, and additional information on the CX Insights for iWD reports page.

This page discusses the underlying project that operates behind the scenes to support the reports, and briefly discusses MicroStrategy Developer, the interface that is used to create and manage objects. For detailed instructions about how to use MicroStrategy Developer, see the MicroStrategy product documentation.

Tip
If you are familiar with Genesys Interactive Insights (GI2), which is replaced by Genesys CX Insights, think of the CX Insights project as conceptually similar to the GI2 Universe.

About the CX Insights project

The project hierarchy in MicroStrategy Developer
The Properties dialog
The Metric Editor

Genesys CX Insights is built on the MicroStrategy BI platform, which uses the concept of a project — an environment containing the elements that are necessary for historical reporting. The Genesys CX Insights Project defines what database tables are used in your environment, stores the schema and reporting objects in a hierarchical fashion, and defines the security scheme that controls access to the objects. Among the objects stored in this hierarchy are application objects, such as filters, prompts, metrics, and reports, as well as schema objects such as attributes and facts. The content within the Genesys CX Insights Project is defined by the MicroStrategy metadata repository, an object-oriented model that stores information in a relational database, and defines the various objects:

  • Schema objects — Objects created in the application, that correspond to database objects, such as tables, views, and columns. Schema objects include facts, hierarchies, and other objects that are stored in the MicroStrategy Developer Schema Objects folder.
  • Application objects — Objects used in data analysis. Application objects include reports, documents, filters, templates, custom groups, metrics, and prompts.
  • Configuration objects — Objects that provide information about connectivity, user privileges, and project administration. Configuration objects include database instances, users, and groups.

Genesys supports the creation of customized reports, but does not support customization of the underlying metadata.

The project hierarchy

The GCXI folder
  • GCXI folder — open this folder to browse objects, such as prompts, attributes, and metrics, organized in a convenient hierarchy. When you are creating or modifying reports, select metrics and attributes from a given subfolder, to ensure compatibility.
  • Public Objects folder — open this folder to browse reports.

To learn more about any object, right-click the object and select Properties. The Properties dialog appears, providing information, including a description of the object, as shown in the figure The Properties dialog.

To edit a metric, or view the formula, right-click the metric, and select Edit. The Metric Editor appears, providing detailed information as shown in the figure The Metric Editor.

For more information about creating your own custom reports, see Customizing reports.

Metric naming in the Genesys CX Insights project

Metrics are organized in a hierarchical structure that parallels the reports that the metrics support. In many cases, metrics in different folders/reports share the same name, but the metrics often do not have identical descriptions (see the Properties dialog) or definitions (see the Metric Editor).

Detail metrics are sourced from the following Genesys Info Mart tables:

  • SM_RES_STATE_FACT
  • SM_RES_STATE_REASON_FACT
  • MEDIATION_SEGMENT_FACT
  • INTERACTION_RESOURCE_FACT

All interval metrics are sourced from aggregation tables that contain "_I_" in the database object name — for example:

  • AG2_I_AGENT_SUBHR
  • AG2_I_STATE_RSN_SUBHR
  • AG2_I_SESS_STATE_SUBHR

No special naming convention identifies a table as one that contains disposition metrics, other than disposition metrics are all sourced from AG2_* tables that do not to use "_I_" in the table name—for instance:

  • AG2_AGENT_CAMPAIGN_HOUR
  • AG2_AGENT_QUEUE_HOUR
  • AG2_CAMPAIGN_HOUR
  • AG2_QUEUE_HOUR
  • AG2_QUEUE_ABN_HOUR
  • AG2_QUEUE_ACC_AGENT_HOUR
  • AG2_QUEUE_GRP_HOUR
  • AG2_ID_HOUR
  • AG2_AGENT_HOUR
  • AG2_AGENT_GRP_HOUR

Each hierarchy contains seven tables and/or views, which have the following suffixes:

  • _SUBHR
  • _HOUR
  • _DAY
  • _WEEK
  • _MONTH
  • _QRTR
  • _YEAR.

Classification of metrics

All metrics are classified as one of three types:

  • Detail
  • Interval
  • Disposition

Metrics can also be described as measuring either customer or consult interactions, and for consult interactions, as either warm or simple consultations. The following subsections describe each of these classifications.

Detail metrics

Detail metrics provide the measure of one and only one activity, in contrast to interval and disposition metrics, which aggregate information about a number of interactions that occur over a period of time. The following are examples of detail metrics:

  • Session\Active Time
  • State\Reason Time
  • Ixn State\Duration
  • Handling Attempt\Queue Time

Interval metrics

Interval metrics measure the activities occurring within the reporting interval as they occur, regardless of whether the interactions complete during the interval and whether the interval completes.

Counts and durations of such metrics are clipped where interactions cross over multiple intervals and are attributed to each of the intervals in which the activities occur. In scenarios in which an interaction is waiting in queue when the interval changes, the time that the interaction actually waited in queue during the first interval is attributed to the first interval. For example, if an interaction is waiting in queue from 3:58–4:03 PM, two minutes is attributed to the first interval (3:30–3:59 PM), and the remaining three minutes is attributed to the second interval (4:00–4:29 PM).

Furthermore, a count is attributed to each interval in which the interaction persists—that is, a count of 1 for the interaction that is waiting in queue during the first interval, and another count of 1 for the same interaction, waiting in queue, during the second interval.

Interval metrics provide an interpretation of the activity that occurred during an interval. The following are examples of interval metrics:

  • Interaction State\Consult Received Time
  • Interaction State\Hold
  • Summarized State\Active Time
  • Summarized State\Busy
  • Metrics in the Ixn State folder

Disposition metrics

Disposition metrics provide an interpretation of the count and duration of contact center activity, attributing their metrics to the interval in which an interaction was received by the contact center resource—whether the resource is a mediation DN or a handling resource, such as an agent.

In scenarios in which an agent talks to a customer over day boundaries, all of the talk time is attributed to the first reporting interval and no time is attributed to the latter interval. For example, if an agent talks to a customer over day boundaries (11:45 PM –12:15 AM), all of the talk time (30 minutes) is attributed to the first reporting interval (Day 1) and no time is attributed to the latter interval(s) (Day 2).

Likewise, the count (of 1 interaction) is attributed to the first interval; no count at all is attributed to the second. As such, disposition metrics are additive; their counts from one interval can be added to the counts of other intervals to obtain a total count of activity across all intervals, without double counting.

The following are examples of disposition metrics:

  • Activity\Avg Consult Received Time
  • BA Customer\% Transfer Initiated Agent
  • Q Customer\Hold
  • Agent Contact\Preview
Tip
Special Note about Campaign Disposition Metrics — For metrics that are associated with outbound campaigns, counts and durations are attributed to the interval in which contact attempts were made.

Customer versus Consult Interactions

The CX Insights Project contains objects that measure only the customer-related legs of interactions or the consultation-related legs of interactions; these objects are described in this document as customer interaction and consult interaction, respectively. This distinction enables you to create reports that summarize activities that better align with a contact center’s core business.

Some metrics mix together these different parts of an interaction life cycle, notably, those that are in the Q Customer & Consults class. Some metrics co-mingle customer interactions with a subset of consult interactions, or warm consultations.

The following table summarizes whether metrics in each project folder incorporate customer-related activity or consultation-related activity; and, if the latter, what type of consultation activity is measured. A few metrics are related neither to customer nor consultation activity; this is indicated in the N/A column. (The Bound metrics in the Service Objects class, for example, do not measure contact center activity; they are provided in an administrative capacity for the derivation of other metrics.)

Folder path \ Metric Customer Simple Consult Warm Consult Warm & Simple N/A
Table: Customer vs. Consult Interactions in the CX Insights Project
Queue\Q Customer & Q Consults\Abandoned Waiting STI\*
Queue\Q Customer & Q Consults\Accepted Agent STI\*
Agent\Activity: All Consult Warm metrics
Agent\Activity: All other Consult metrics
Agent\Activity: All Accepted, Offered, Responses metrics
Agent\Activity: Handle
Agent\Activity: All other metrics
Outbound Contact\Agent Contact: All Consult Warm metrics
Outbound Contact\Agent Contact: All other Consult metrics
Outbound Contact\Agent Contact: All other metrics
Business Attribute\BA Consults: All Consult Warm metrics
Business Attribute\BA Consults: All other Consult metrics
Business Attribute\BA Customer\* : All Accepted metrics
Business Attribute\BA Customer\* : All other metrics
Queue\Q Consults: All Consult Warm metrics
Queue\Q Consults class: All other Consult metrics
Outbound Contact\Contact Attempt \*
Queue\Q Customer: All Accepted metrics (but not the Accept metrics)
Queue\Q Customer: All Entered, Distribute(d), and Offered metrics
Queue\Q Customer: All other metrics
Queue\Q Customer & Consults\*
Detail\Handling Attempt: All Customer metrics
Detail\Handling Attempt: All Conference metrics
Detail\Handling Attempt: Revenue, Satisfaction
Detail\Handling Attempt: Queue Time, Response Time, Routing Point Time, and Total Duration metrics
Agent\State and Reason\Interaction State
Agent\Detail\Ixn State class\*
Service Objects\*
Agent\Detail\Session\*
Agent\Detail\State\*
Agent\State and Reason\*
Agent\State and Reason\Summarized State\*

Available Media Types

The Applicable Media Types Within the Project table summarizes the applicable media types for groupings of metrics across all of the folders in which they are found. “All Abandon metrics”, for instance, applies to all metrics that measure the abandonment of interactions, whether they be consultations that were abandoned, abandoned inviting and waiting metrics, short-abandoned metrics, standard abandons, or abandoned-within-a-service-time-interval metrics including durations, counts, maximums, averages, and percentages thereof.

Voice Media Sync Media All Media N/A
Table: Applicable Media Types Within the Project
All Abandon metrics
All Accepted/Not Accepted metrics
All Active Time metrics
All Bound metrics and Is Current Data
All Busy metrics
All Clear metrics
All Conference metrics (Note that email media is not applicable to Conference metrics)
All Consult metrics (Note that chat media is not applicable to Consult metrics
All Dial metrics
All Distributed metrics
All Duration metrics (not to be confused with all metrics that measure duration)
All Engage metrics
All Entered metrics
All Finish metrics
All Handle metrics
All Hold metrics
All Invite metrics
All Offered metrics
All Outbound metrics
All Ready/Not Ready/Occupancy metrics
All Redirected metrics
All Rejected metrics
All Response, No Response, and Responded metrics
All Revenue and Satisfaction metrics
All Routed Other metrics
All Skill metrics
All Stuck metrics
All Transfer metrics
All Unknown metrics
All Warm metrics
All Wrap metrics

Where the listed applicable media types for a particular metric within the group differ from the norm, the differences are noted above (chat media is not applicable to Consult metrics, and email media is not applicable to Conference metrics).

For those metrics that can be classified as belonging to more than one grouping (that is, represented by two or more rows in the table), the most restrictive media-type rule applies. For example, the Consult Received Warm Wrap Time metrics can be classified under:

  • “All Consult metrics”, which apply to all but chat media.
  • “All Warm metrics”, which apply only to voice media.
  • “All Wrap metrics”, which apply only to voice media.

The last two media rules are the most restrictive of the three; therefore, they apply to the Consult Received Warm Wrap Time metrics.

Source of Info Mart aggregated information

The tables that are created and populated by the aggregation engine are the immediate source of aggregated contact center data for Genesys CX Insights reports. This aggregation engine, Reporting and Analytics Aggregates (RAA), is deployed during Genesys CX Insights installation, and is described in the RAA documentation.

CX Insights reports are built on data drawn from the aggregated tables, thereby enabling you to view the performance of contact center resources as interactions pass through the resources or are handled by them. The following Info Mart dimension tables provide descriptive attributes:

  • CALLING_LIST
  • CAMPAIGN
  • DATE_TIME
  • RESOURCE_
  • RESOURCE_GROUP_COMBINATION
  • GROUP_
  • MEDIA_TYPE
  • USER_DATA_CUST_DIM
  • TENANT
  • TIME_RANGE
  • INTERACTION_TYPE
  • INTERACTION_DESCRIPTOR
  • RESOURCE_STATE
  • RESOURCE_STATE_REASON

The Reporting and Analytics Aggregates User’s Guide provides business views of each aggregate subject area. See the Genesys Info Mart User’s Guide to learn how data is populated to the Info Mart database.

Media-neutral metric mapping

Genesys CX Insights reports internal, outbound, and inbound interactions across chat, email, and voice media channels. In order for metrics to apply to media other than voice media, Genesys CX Insights uses media-neutral object names (instead of replicating them, and assigning media-identifying names).

This may be different from what you expect if you are accustomed to voice-centric terminology that is commonly used in contact centers that monitor voice-only interactions. For example, "Avg Engage Time" describes the average length of an active telephone conversation, but you might be more familiar with the name "Avg Talk Time".

Mapping media-neutral metrics to voice terminology

The table Mapping media-neutral metrics to voice terminology can help you to make the transition to media-neutral terminology by providing a mapping of industry-common terms to the names of Genesys CX Insights' media-neutral metrics:

Voice-Centric Term Media-Neutral Term in GCXI
Table: Mapping media-neutral metrics to voice terminology
Abandoned while Ringing Abandoned Inviting
ACW (after-call work) Wrap
Answer Accept (for chat)

Response (for email)

Answered in Threshold Accepted in Threshold
ASA (Average Speed of Answer) Average Accept Time
Dialing Inviting or Invite
Login Time Active Time
Ringing Alerting or Alert

Inviting or Invite (Both Ringing and Dialing constitute Inviting metrics.)

Talk Engage

Mapping of Genesys Info Mart Ixn States to Genesys CX Insights Ixn States

The following table illustrates how Genesys Info Mart prescribes some media-neutral states to interactions that differ slightly from how Genesys CX Insights reflects interaction (ixn) states in the names of some metrics:

Genesys Info Mart Classification GCXI Classification
Initiate This is reflected in the Dialing component of Inviting metrics.
Alert Alerting. This is reflected in the Alerting component of Inviting metrics.
Connect Engaged.
Hold Hold.
Wrap Wrap.
Unknown Unknown.

This difference is most visible in data that is retrieved by the Agent Details Activity Report. For online media, for example, the report describes the state of an interaction as connected (Connect), whereas you might otherwise expect to see it classified as Engaged. Read more about Genesys Info Mart’s classification of interaction states in the relevant reference manual (available in the Genesys Info Mart documentation set); they are described under the INTERACTION_RESOURCE_STATE table.

About the CX Insights for iWD project

You can access or edit the the CX Insights for iWD project using the same interfaces described for Genesys CX Insights (above).

The CX Insights for iWD folder

The project hierarchy

  • iWD folder — open this folder to browse objects, such as prompts, attributes, and metrics, organized in a convenient hierarchy. When you are creating or modifying reports, select metrics and attributes from a given subfolder, to ensure compatibility.
  • Public Objects folder — open this folder to browse reports.

To learn more about any object, right-click the object and select Properties. The Properties dialog appears, providing information, including a description of the object, as shown in the figure The Properties dialog. To edit a metric, or view the formula, right-click the metric, and select Edit. The Metric Editor appears, providing detailed information as shown in the figure The Metric Editor. For more information, see About the CX Insights Project.

Metric naming in the Genesys CX Insights for iWD project

Metrics are organized in a hierarchical structure that parallels the reports that the metrics support. In many cases, metrics in different folders/reports share the same name, but the metrics often do not have identical descriptions (see the Properties dialog) or definitions (see the Metric Editor). Metrics and attributes are grouped by and stored by aggregation views.

Each folder contains all attributes and metrics available for using in appropriate aggregation view. However, attributes and metrics are not duplicated in GCXI Meta model and presented in different folders as shortcuts.

Metrics are sourced from the following aggregation views:

  • IWD_AGG_TASK_AGENT_<time postfix>
  • IWD_AGG_TASK_CAPT_<time postfix>
  • IWD_AGG_TASK_CLASSIF_<time postfix>
  • IWD_AGG_TASK_QUEUE_<time postfix>

Each aggregated view in the Data Mart is suffixed with a time interval:

  • _SUBHR
  • _HOUR
  • _DAY
  • _WEEK
  • _MONTH
  • _QRTR
  • _YEAR.

Metrics for Task Detail Report are sourced from the following iWD Data Mart table:

  • TASK_FACT

Source of iWD aggregated information

The tables that are created and populated by the iWD Data Mart are the immediate source of aggregated contact center data for Genesys CX Insights for iWD reports.

CX Insights for iWD reports are built on data drawn from the aggregated blended views, thereby enabling you to view the performance of contact center resources as interactions pass through the resources or are handled by them. The following pre-built metrics are available:

  • % Finished
  • % Finished Overdue
  • Accept Time
  • Avg Accept Time
  • Avg Finish Time
  • Avg Handle Time
  • Avg Pre Source System Time
  • Avg Source System Time
  • Finish Time
  • Finished
  • Finished Overdue
  • New
  • Pending
  • Pending Overdue
  • Pre Source System Time
  • Source System Time
  • Accepted
  • Avg Handle Time
  • Handle Time
  • Max Handle Time
  • Min Handle Time
  • Entered
  • Exited

For more information about iWD aggregate tables, see the iWD Data Mart Reference Guide.

This page was last modified on April 15, 2019, at 11:56.

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