Genesys Interactive Insights 8.5 Product Alerts

GI2 8.5.0 interoperates with the following releases of other products:

GI2 Release	BO/BI Release	Genesys Info Mart Release	RAA Release
8.5.001.02	Platform 4.2 (14.2.4.2410) SP4**	8.5.005.18* (8.5.009.14 required to support Genesys Predictive Routing (GPR))	8.5.001.30+ (8.5.002.02 or later required to support GPR)
**GI2 release 8.5.001 and later releases require SAP BI 4.2 software.
8.5.000.05	Platform 4.1 (14.1.6.1702) SP6	8.5.005.18*	8.5.001.30+
8.5.000.03	Platform 4.1 (14.1.6.1702) SP6	8.5.005.18*	8.5.001.25+
8.5.000.02	Platform 4.1 (14.1.6.1702) SP6	8.5.005.18*	8.5.001.23
8.5.000.02	Platform 4.1 (14.1.6.1702) SP6	8.5.003.12*	8.5.000.02+
*And later Genesys Info Mart releases, provided they share the same schema version, or a later schema version in which changes to the schema do not prevent interoperation. For example, GI2 release 8.5.000.03 can be expected to interoperate with many later Genesys Info Mart releases, such as 8.5.007.14 and 8.5.008.19.

GI2 documentation does not provide statements about support for specific RDBMS versions. However, specific GI2 releases can be expected to support the RDBMS that are supported by the corresponding releases of Genesys Info Mart and BI. So, for example:

Genesys Info Mart release 8.5.003 and later supports Microsoft SQL Server 2014.
SAP BusinessObjects BI Platform 4.1 SP4 and later supports Microsoft SQL Server 2014.
Therefore, the latest release of GI2 8.5, deployed with the corresponding release (see the table above) of Genesys Info Mart (8.5.003+), and SAP BI Platform 4.1 (14.1.6.1702) SP6+, supports Microsoft SQL Server 2014.

For further information, refer to "Interoperability of Software Components" in the latest Genesys Interactive Insights Deployment Guide, or talk to your Genesys representative.

During installation or upgrade of BI 4.x software, Genesys recommends that you always enter an administrator password that meets minimum complexity requirements (a combination of upper case, lower case, and numbers, and having a minimum length of 8 characters).
Note: Creating an administrator password that does not meet these requirements can lead to a failed installation of BI 4.x.
The Web Intelligence Java Report Panel does not launch when supported Java Runtime Environment 7 update 51 (or later) is installed with default settings. To work around this issue, open the Java Control Panel, and make one of the following changes on the Security tab: set the Security Level slider to Medium, OR click Edit Site List to add the BO site to the Exception Site List. For more information, see SAP NOTE 1968652.
The "No Reason" NotReady reason code (which is used by default in Genesys Info Mart 7.6 when an agent assigns no reason for being in NotReady state) does not exist in Genesys Info Mart 8.5. As such, the Agent Not Ready Reason Code Report in the Genesys Interactive Insights 8.5 release no longer reports this reason code.
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 GI2 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 GI2 reports. (ER 239356191)
Customers who obtained BI 4.x software from Genesys can download the complete set of BI documentation from the SAP web site. This documentation is also available on the separate "SAP BusinessObjects Business Intelligence Platform Documentation" DVDs. Customers who obtained BO software directly from SAP can access the complete set of BO documentation from the Help area of the SAP web site.

Link to 8.1 Product Release Advisory

Genesys Interactive Insights

Genesys Interactive Insights (GI2) uses the data that is stored in a Genesys Info Mart database 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.

Genesys Interactive Insights falls under the Business Optimization Analytics solution of the Genesys Engage offering.

Important

Genesys Interactive Insights 8.5 entered End of Life (EOL) on January 25, 2019, End of Maintenance on July 28, 2020, and End of Support on January 24, 2021. If you have questions, contact your account representative.

What's New

New in 8.5.0

Release Notes

Genesys Interactive Insights 8.5.x Release Note

[+] Show: SAP BusinessObjects BI 4.1.x Release Notes

[+] Show: SAP BusinessObjects BI 4.2.x Release Notes

Documentation

Deployment Guide

Use this guide to install and configure Genesys Interactive Insights (GI2).

Universe Guide

Use this guide to learn about the GI2 reports and each element of the universe.

User's Guide

Use this guide to learn about customizing the GI2 universe and reports to perform extended functions.

Important

Genesys Interactive Insights 8.1.0 and 8.1.1 reached End of Support on December 31, 2017.
Genesys Interactive Insights 8.1.3 and 8.1.4 entered End of Life (EOL) on January 25, 2019, End of Maintenance on July 28, 2020, and End of Support on January 24, 2021.
Genesys Interactive Insights for iWD 8.1 entered End of Life (EOL) on March 30, 2020. It enters End of Maintenance on September 30, 2021, and will reach End of Support on March 30, 2022.

If you have questions, contact your account representative.