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.
This page describes steps you can take to improve the performance of Genesys Customer Experience Insights (Genesys CX Insights).
Optimizing report filtering
Filtering in Genesys CX Insights reports has been optimized to improve report performance. Two types of filters are used, depending on different data sampling approaches:
- Optimized filters — In order to optimize performance in most scenarios, a special report is used as a filter. The results of the special filter report are loaded into memory, and used as a filter for the main report. Most reports use these date and time filters (see Reports that use the standard filter for a list of the ones that do not).
- Standard filters — These filters are part of the SQL expression, and fall into the WHERE operator in the main SQL expression for receiving the report dataset.
The optimized filter reports are stored in a folder — CX Insights\Public Objects\Reports\CX Insights\Service — that is visible only to reports Developers:
- Pre-set and Date
- Pre-set and Date Range
- Pre-set and Day and Time Range
The standard filters are stored in the CX Insights\GCXI\Time folder, and include:
- Pre-set and Date
- Pre-set and Date Range
- Pre-set and Day and Time Range
Reports that use the standard filter
The following reports use the standard date and time report filter:
- CX Insights\Details\Transfer Detail Report
- CX Insights\Details\Interaction Handling Attempt Report
- CX Insights\Predictive Routing\Predictive Routing Detail Report
- CX Insights\Callback\Callback Details Report
- CX Insights\Co-browse\Co-browse Summary Report
- CX Insights\Agent\Agent Group Business Attribute Report
- CX Insights\Agent\Agent Group Interaction Handling Report
- CX Insights\Agent\Agent Group Membership Details Report
- CX Insights\Agent\Agent Interaction Hierarchy Report
- CX Insights\Agent\Agent Utilization Report
- CX Insights for iWD\all reports
All other reports use the optimized date time filters.
Optimal time to run reports
The Genesys CX Insights historical reports provide a snapshot of contact center and enterprise activity as of the most recent transformation and aggregation in the Info Mart database.
For completed interactions in completed reporting intervals that occurred prior to the last transformation and aggregation runs, the reports provide consistent results each time the reports are run. However, results can differ for interactions that are still active, or for intervals that are incomplete. For example, running a month-type report mid-month yields results that differ from those that are obtained by running the same monthly report at the end of the month.
The headers of each report display the report date (which is the date and time when the report was run) rather than the date and time when the most recent transformation job was run. In fact, the date and time when the most recent transformation job was run are not reflected in the report, even though it is that date and time at which contact center activity is reflected by the report data.
For the smaller aggregation levels, the variances in report results are more pronounced, given the configuration within the Genesys Info Mart application of the data chunk size that is to be transformed. Genesys Info Mart is an historical-reporting application, therefore you must give care to the interpretation of report results when you use Genesys CX Insights as a near real-time tool to obtain daily reports (for example, when the day has not yet completed or has only recently completed).
Many factors contribute to latency in data availability between the date and time of the most recent transformation and aggregation run, and the date and time when the report is run, including the following:
- Scheduling of ETL jobs and job performance.
- Interaction volume, and the number of segments per interaction.
- Number of configured key-value pairs.
- Hardware and RDBMS that are used in your environment.
- Performance of ICON’s merge procedure.
Accessing log information
MicroStrategy provides detailed diagnostic logging capabilities that can help you to troubleshoot problems you may encounter. By default, these logs are stored in subfolders below /mnt/log. The path is specified in the volumeMounts section of gcxi.yaml:
mountPath: /mnt/log name: log
Genesys CX Insights logs certain components by default; other are logged only if you enable them. Depending on the release of MicroStrategy in your environment, the list of what logging is enabled varies; for example, in MicroStrategy 2021 Update 4.1, the following logs are generated:
Authentication Server@@Warning, Distribution Service@@Create Job Details@DS Request Details@DS Trigger Details@Delivery Details@Info@Persist Result Details@Scheduler Details@Summary, Odbc@@Error, Query Engine@@Warning, SMTPSender@@Trace
Each log file has a specified maximum size. When a MicroStrategy log file reaches its maximum size, the file is renamed with a .bak extension, and a new log file is created using the same file name.
For example, if the DSSErrors.log file reaches its maximum size, MicroStrategy renames it as DSSErrors.bak, and creates a new DSSErrors.log file. DSSErrors.log is the main error log recorded by the MicroStrategy Intelligence Server, and is the first log file you should examine when troubleshooting an issue with MicroStrategy Intelligence Server.
Check the log configuration
To find out what logs are configured in your environment, execute the following command inside the GCXI container
/var/opt/MicroStrategy/bin/mstrctl -s IntelligenceServer gsc | xmlstarlet sel -t -c "//configuration/log_destinations" | xmlstarlet fo
By default, a limited set of MicroStrategy logs are preconfigured. For example, in MicroStrategy 2021 Update 4.1, the following logs are configured in the file mstr_log.xml:
<log_destinations> <log_destination n="SystemLog" tp="2" callstack_message_ids="0x800438C7"/> <log_destination n="ServerControl" tp="3" max_size="2048" max_backup="1" callstack_message_ids=""/> <log_destination n="Query_Merge" tp="3" max_size="200" callstack_message_ids=""/> <log_destination n="MigrationSQL" tp="3" max_size="51200" callstack_message_ids="0x800438C7"/> <log_destination n="MetadataObjectTelemetry" tp="3" max_size="2048" callstack_message_ids=""/> <log_destination n="LicenseSummary" tp="3" max_size="4000" callstack_message_ids=""/> <log_destination n="DebugOutput" tp="1" callstack_message_ids=""/> <log_destination n="DSSPerformanceMonitor" tp="4" max_size="2000" callstack_message_ids=""/> <log_destination n="DSSErrors" tp="3" max_size="131072" max_backup="1" callstack_message_ids="0x800438C7"/> <log_destination n="DSSCap" tp="3" max_size="2048" callstack_message_ids=""/> <log_destination n="BlockedURL" tp="3" max_size="2048" callstack_message_ids=""/> </log_destinations>
For more information about parameters in mstr_log.xml, see the MicroStrategy website.
Use the information in this section to control what components are logged.
You can also configure logging by using the MSTR_LOG_XML variable to pass custom xml that explicitly overwrites the entire mstr_log.xml file. For more information about this advanced feature, contact your Genesys representative.
For more information about diagnostic logging in MicroStrategy, including the commands discussed above, see the MicroStrategy website, including: