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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

Using Attached Data

Use the information on this page to customize the GCXI projects and reports, to provide results that are organized based on your own business’s user data.

Configuring Social Media User Data

The Social Engagement Report relies on how user data is configured in your environment, and on the strategies you use to route interactions. This section describes how to set up your environment to report on social media user data. The Social Engagement Report and the objects that directly support it are described on the Agent Social Engagement Report page. Perform the following steps to configure social media user data:

  1. Review the routing strategies in your environment with respect to user data and update them as appropriate.
    The default Genesys-provided routing strategies do not set the Sent reason when responses are sent. You must design your strategy to change the StopProcessing reason from Normal to Sent when this event occurs. If you do not do so, the GCXI third-party media reports generate results for transfers only—not for responses.
  2. In the attached-data specification file* that controls which user data KVPs Interaction Concentrator (ICON) stores, ensure that the following keys are specified.
    • Classify_Actionability_CtgRelevancy
    • Classify_Sentiment_CtgRelevancy
    • KloutScore
    • CtgName
    • Screen_Sentiment_CtgName
    • Screen_Actionability_CtgName
    • Classify_Actionability_CtgName
    • Classify_Sentiment_CtgName
    • desktop_influence
    *The Genesys Info Mart installation package includes a sample attached-data specification file, ccon_adata_spec_GIM_example.xml, in which the required social media KVPs are listed, but commented out. If you base your ICON attached-data specification file on ccon_adata_spec_GIM_example.xml, uncomment the appropriate rows to enable ICON to record the required data.
    Place this file in ICON’s root directory. Refer to Steps 1 and 2 of Enabling Reporting on User Data in the Genesys Info Mart Deployment Guide for detailed instructions.
  3. Run make_gim_UDE_template_<rdbms>.sql against the Info Mart database to create the database objects for social media detail reporting. This SQL script is deployed in the \script subfolder as part of a GCXI installation. Refer to the Application Files chapter of the Reporting and Analytics Aggregates Deployment Guide for more information.
  4. Run aggregation in autonomous mode and specify the setFeature runtime parameter as follows:
    -setFeature=eServicesSM
    This parameter enables RAA to aggregate social media data, including mapping GEN_ES_KEY (in the IRF_USER_DATA_KEYS table) to USER_DATA_KEY1 in the H_ID, H_AGENT, and H_AGENT_QUEUE hierarchies.
    Note that USER_DATA_KEY1 can be mapped only once per hierarchy. If you previously mapped this field to CUSTOM_KEY_10 (as instructed in step 2 of Example - Custom Handling Attempt Report) for the Product Line example, then consider mapping USER_DATA_KEY2 to CUSTOM_KEY_10 instead.

Refer to the Reporting and Analytics Aggregates User’s Guide to learn how to run aggregation in this autonomous mode.

Your environment is ready to process social media user data for each interaction, and RAA is equipped to aggregate this data. You can now use the Agent Social Engagement and Social Engagement reports to retrieve meaningful data.

The following section describes additional objects, some of which indirectly support social media user data reporting.

User Data Objects in Project

The Predefined User Data Objects table lists key objects that are related to user data.

Object Type and Name (M=Metric, A = Attribute/Dimension) User Data Table and Field Char or Numeric
Predefined User Data Objects
Agent\Activity

M Actionability AG2_AGENT_*.ACTIONABILITY

AG2_AGENT_GRP_*.ACTIONABILITY

AG2_AGENT_QUEUE_*.ACTIONABILITY

Numeric
M Influence Score AG2_AGENT_*.INFLUENCE

AG2_AGENT_GRP_*.INFLUENCE

AG2_AGENT_QUEUE_*.INFLUENCE

Numeric
M Offered with Actionability AG2_AGENT_*.ACTIONABILITY_OFFERED

AG2_AGENT_GRP_*.

          ACTIONABILITY_OFFERED

AG2_AGENT_QUEUE_*.

          ACTIONABILITY_OFFERED

Numeric
M Offered with Influence AG2_AGENT_*.INFLUENCE_OFFERED

AG2_AGENT_GRP_*.INFLUENCE_OFFERED

AG2_AGENT_QUEUE_*.INFLUENCE_OFFERED

Numeric
M Offered with Sentiment AG2_AGENT_*.SENTIMENT_OFFERED

AG2_AGENT_GRP_*.SENTIMENT_OFFERED

AG2_AGENT_QUEUE_*.SENTIMENT_OFFERED

Numeric
M SentimentScore AG2_AGENT_*.SENTIMENT

AG2_AGENT_GRP_*.SENTIMENT

AG2_AGENT_QUEUE_*.SENTIMENT

Numeric
Agent\Activity\Activity User Data Example
A Dimension 1

Dimension 2

...

Dimension 5

USER_DATA_CUST_DIM_1.DIM_ATTRIBUTE_1

USER_DATA_CUST_DIM_1.DIM_ATTRIBUTE_2


USER_DATA_CUST_DIM_1.DIM_ATTRIBUTE_5

Char
A Dimension 6

...

Dimension 10

USER_DATA_CUST_DIM_2.DIM_ATTRIBUTE_1


USER_DATA_CUST_DIM_2.DIM_ATTRIBUTE_5

Char
A Screen Actionability Category USER_DATA_GEN_ES.SCREEN_

    ACTIONABILITY_CTGNAME

Char
A Screen Sentiment Category USER_DATA_GEN_ES.SCREEN_

    SENTIMENT_CTGNAME

Char
Business Attribute\BA Customer
M Actionability Score AG2_ID_*.ACTIONABILITY Numeric
M Entered with Actionability AG2_ID_*.ACTIONABILITY_ENTERED Numeric
M Entered with Influence AG2_ID_*.INFLUENCE_ENTERED Numeric
M Entered with Sentiment AG2_ID_*.SENTIMENT_ENTERED Numeric
M Influence Score AG2_ID_*.INFLUENCE Numeric
M Sentiment Factor a factor of BA User Data Example\Classify Sentiment Category Numeric
M Sentiment Score AG2_ID_*.SENTIMENT Numeric
Business Attribute\BA User Data Example
A Dimension 1

Dimension 2

...

Dimension 5

USER_DATA_CUST_DIM_1.DIM_ATTRIBUTE_1

USER_DATA_CUST_DIM_1.DIM_ATTRIBUTE_2


USER_DATA_CUST_DIM_1.DIM_ATTRIBUTE_5

Char
A Dimension 6

...

Dimension 10

USER_DATA_CUST_DIM_2.DIM_ATTRIBUTE_1


USER_DATA_CUST_DIM_2.DIM_ATTRIBUTE_5

Char
A Screen Actionability Category USER_DATA_GEN_ES.SCREEN_

ACTIONABILITY_CTGNAME

Char
A Screen Sentiment Category USER_DATA_GEN_ES.SCREEN_

SENTIMENT_CTGNAME

Char


Detail\Handling Attempt\Handling User Data Example
A Detail 1

Detail 2

...

Detail 14

Detail 15

Detail 16

IRF_USER_DATA_CUST_1.CUSTOM_DATA_1

IRF_USER_DATA_CUST_1.CUSTOM_DATA_2


IRF_USER_DATA_CUST_1.CUSTOM_DATA_14

IRF_USER_DATA_CUST_1.CUSTOM_DATA_15

IRF_USER_DATA_CUST_1.CUSTOM_DATA_16

Char

Char


Char

Numeric

Numeric

A Dimension 1

Dimension 2

...

Dimension 5

USER_DATA_CUST_DIM_1.DIM_ATTRIBUTE_1

USER_DATA_CUST_DIM_1.DIM_ATTRIBUTE_2


USER_DATA_CUST_DIM_1.DIM_ATTRIBUTE_5

Char
A Dimension 6

...

Dimension 10

USER_DATA_CUST_DIM_2.DIM_ATTRIBUTE_1


USER_DATA_CUST_DIM_2.DIM_ATTRIBUTE_5

Char
Queue\Queue User Data Example
A Dimension 1

Dimension 2

...

Dimension 5

USER_DATA_CUST_DIM_1.DIM_ATTRIBUTE_1

USER_DATA_CUST_DIM_1.DIM_ATTRIBUTE_2


USER_DATA_CUST_DIM_1.DIM_ATTRIBUTE_5

Char
A Dimension 6

...

Dimension 10

USER_DATA_CUST_DIM_2.DIM_ATTRIBUTE_1


USER_DATA_CUST_DIM_2.DIM_ATTRIBUTE_5

Char
Detail\Transfer\Source User Data Example
A Dimension 1

Dimension 2

...

Dimension 5

USER_DATA_CUST_DIM_1.DIM_ATTRIBUTE_1

USER_DATA_CUST_DIM_1.DIM_ATTRIBUTE_2


USER_DATA_CUST_DIM_1.DIM_ATTRIBUTE_5

Char
A Dimension 6

...

Dimension 10

USER_DATA_CUST_DIM_2.DIM_ATTRIBUTE_1


USER_DATA_CUST_DIM_2.DIM_ATTRIBUTE_5

Char
Detail\Transfer\Target User Data Example
A Dimension 1

Dimension 2

...

Dimension 5

USER_DATA_CUST_DIM_1.DIM_ATTRIBUTE_1

USER_DATA_CUST_DIM_1.DIM_ATTRIBUTE_2


USER_DATA_CUST_DIM_1.DIM_ATTRIBUTE_5

Char
A Dimension 6

...

Dimension 10

USER_DATA_CUST_DIM_2.DIM_ATTRIBUTE_1


USER_DATA_CUST_DIM_2.DIM_ATTRIBUTE_5

Char
Queue\Queue User Data Example
A Dimension 1

Dimension 2

...

Dimension 5

USER_DATA_CUST_DIM_1.DIM_ATTRIBUTE_1

USER_DATA_CUST_DIM_1.DIM_ATTRIBUTE_2


USER_DATA_CUST_DIM_1.DIM_ATTRIBUTE_5

Char
A Dimension 6

...

Dimension 10

USER_DATA_CUST_DIM_2.DIM_ATTRIBUTE_1


USER_DATA_CUST_DIM_2.DIM_ATTRIBUTE_5

Char

Using the Predefined User Data Objects

If the user data that you configured within your environment exactly matches the sample tables that have been imported into the Project—as well as their structure—all you have to do to use the predefined user data objects in custom reports is make visible the corresponding objects, and save the project. The objects will be revealed to report designers and can be used in reports. If, however, your user data configuration employs different tables or table structure, perform the following steps:

  1. If necessary, add the appropriate user data table(s) to the GCXI schema. (See step 4 of Example - Custom Handling Attempt Report.)
  2. Alter user data object definitions if you want. For example::
    • Fields in the IRF_USER_DATA_CUST_* tables could be numeric or character.
    • If your user data table is named differently from that which is used in the table above.
    • If you want the attribute to reference a field different from that which is already defined for the object.
    • If you want to have the attribute available as a user prompt on a custom report. (See step 5 of Example - Custom Handling Attempt Report)
    • If you want to rename the predefined folders, attributes, or metrics.
  3. Save the project.

Special Note about Numeric User Data

The Customer Perspective Report includes four measures that are based on numeric user data—Revenue, Satisfaction, Avg Revenue, and Avg Satisfaction. Running aggregation (to populate the data for this report) will yield errors if users are permitted to attach non-numeric data for these business attributes to interactions. You must ensure that the resources that set the values of Revenue and Satisfaction user data keys are configured or trained, as applicable, to record numerical values only. Refer to Check for Incorrect Data Type in the Reporting and Analytics Aggregates User’s Guide to learn how to recover from this situation.

In addition to the information on this page, see:

This page was last edited on October 31, 2019, at 18:56.

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