Jump to: navigation, search

Copyright

All Genesys software is © Copyright 2011-2018 Genesys Telecommunications Laboratories, Inc. All rights reserved.

Complete information about Genesys proprietary intellectual property, including copyrights, can be found here.

Trademarks

Genesys and the Genesys logo are registered trademarks of Genesys Telecommunications Laboratories, Inc. in the U.S.A. and other countries. Complete information about Genesys proprietary intellectual property, including all trademarks, can be found here.

All other trademarks are the property of their respective owners.

Third Party Software

Genesys follows applicable third-party redistribution policies to the extent that Genesys solutions utilize third-party functionality. Please contact your customer care representative if you have any questions.

NOTICE OF RESTRICTED RIGHTS FOR ORACLE PRODUCTS LICENSED TO THE US GOVERNMENT Product contains Oracle JDBC Driver: Programs delivered subject to the DOD FAR Supplement are 'commercial computer software' and use, duplication, and disclosure of the programs, including documentation, shall be subject to the licensing restrictions set forth in the applicable Oracle license agreement. Otherwise, programs delivered subject to the Federal Acquisition Regulations are 'restricted computer software' and use, duplication, and disclosure of the programs, including documentation, shall be subject to the restrictions in FAR 52.227-19, Commercial Computer Software-Restricted Rights (June 1987). Oracle America, Inc., 500 Oracle Parkway, Redwood City, CA 94065.

  • This product includes software developed by the Apache Software Foundation (http://www.apache.org/).
  • This product includes JTDS MS-SQL Server JDBC driver distributed under terms of the Lesser GNU Public License 2.1.

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

New in Release 8.5.0

Introduced in 8.5.001

The following new features were added in the 8.5.001 release:

  • GI2 now supports reporting on Genesys Predictive Routing (GPR), and provides five new reports, a new dashboard, and numerous new attributes and metrics.
  • The BI platform was upgraded from BI 4.1 to SAP BI 4.2 Service/Support Pack 4 (14.2.4.2410) including support for Windows Server 2016 .
  • Support was added for Microsoft SQL Server 2016.

Introduced in 8.5.000

The following new features were added in the 8.5.000 release:

  • GI2 8.5 now supports Callback reporting.
  • The BI platform was upgraded from BI 4.1 SP5 to BI 4.1 SP6.
  • The universe was updated to enable the inclusion of Low Cardinality User Data in Detail reports.
  • The performance of Detail reports on MSSQL Server partitioned databases was improved through the addition of a new template condition, PreSetAndDayAndTimeRange MSSQL in the Service Objects class. You can include this template in standard PreSetAndDayAndTimeRange conditions from the Detail class.
  • Starting with release 8.5.000.02, Genesys Interactive Insights supports the following localizations:
    • Chinese (Simplified)
    • French (Canada)
    • French (France)
    • German
    • Italian (Italy)
    • Japanese
    • Portuguese (Brazilian)
    • Spanish (Latin America/Mexico)
    • Russian
    • Turkish

Genesys Interactive Insights

Also known as GI2. A presentation layer that extracts data from the Genesys Info Mart database, and presents it in readable 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.



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 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 PureEngage offering.

What's New

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.

Deployment Procedure

Related Reporting Products

Related Business Objects Documentation

See the Genesys-provided BI 4.1 documentation DVD, or visit the SAP website.

More Release Information

Release Notes

Documentation

Important! Genesys Interactive Insights 8.1.0 and 8.1.1 entered End of Life (EOL) on January 1, 2016. They enter End of Maintenance on December 31, 2016, and reach End of Support on December 31, 2017. If you have questions, contact your account representative.

Deployment Guide

Use this guide to install and configure Genesys Interactive Insights.

Universe Guide

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

User's Guide

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

SAP KB Article 1906603

GI2 Web Intelligence users: SAP issued this advisory, September 5, 2013.

International Release Notes

Deployment Procedure

Advisories

Related Reporting Products

Related Business Objects Documentation

See the Genesys-provided BO documentation DVD, or visit the SAP website.

New in 8.1.x Releases

[+] Genesys Interactive Insights 8.1.4
[+] Genesys Interactive Insights 8.1.3
[+] Genesys Interactive Insights 8.1.1
[+] Genesys Interactive Insights 8.1.0

Genesys Interactive Insights 8.1.x Read Me

[+] Additional Resources
[+] Read the Legal Notices

Release Notes

Documentation

Important! Genesys Interactive Insights 8.0 and Genesys Interactive Insights 8.0 for iWD entered End of Life (EOL) on January 1, 2016. It enters End of Maintenance on December 31, 2016, and reaches End of Support on December 31, 2017. If you have questions, contact your account representative.

Deployment Guide

Use this guide to install and configure Genesys Interactive Insights.

Universe Guide

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

User's Guide

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

SAP KB Article 1906603

GI2 Web Intelligence users: SAP issued this advisory, September 5, 2013.

Readme and Advisories

Related Reporting Products

Related Business Objects Documentation

See the Genesys-provided BO documentation DVD, or visit BusinessObjects Enterprise XI 3.1

Release Notes

Documentation

Important! Genesys Interactive Insights 7.6 and Genesys Interactive Insights 7.6 for iWD entered End of Life (EOL) on January 1, 2016. It enters End of Maintenance on December 31, 2016 and reaches End of Support on December 31, 2017. If you have questions, contact your account representative.

Deployment Guide

Use this guide to install and configure Genesys Interactive Insights.

Universe Guide

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

User's Guide

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

Readme and Advisories

Related Reporting Products

Related Business Objects Documentation

See the Genesys-provided BO documentation DVD, or visit BusinessObjects Enterprise XI 3.1

This page was last modified on January 26, 2018, at 09:38.