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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. See also Genesys Info Mart, Reporting and Analytics Aggregates (RAA), and Genesys CX Insights (GCXI).



Creating Week-Level Reports

GI2 includes no weekly reports, although the Genesys Info Mart server regularly aggregates and populates week-level data in the AG2_*_WEEK tables in the Info Mart database. You can use these tables as the source for week-level GI2 reports that you can create, either:

  • Drillable week-level reports
  • Week-level-only reports
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Week-Level-Only Reports

The Week dimension is omitted from the Time hierarchy in GI2 reports, which disables drilling up or down for week level results. You can, however, create new copies of some of the reports and customize them to summarize contact center activity in week-only time buckets. For Week-level-only reports, you cannot drill along the Time hierarchy. You can enable week-level reporting in all reports except those reports in the Details folder.

To create Week-Level-Only Reporting:

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Creating a Week-Compatible Day Dimension

You must create a week-compatible day dimension if you intend to enable your report users to drill up from or drill down to day-level results in the reports that you customize. In the default configuration, the Day dimension in the Time class is a month-compatible day, sourced from the LABEL_YYYY_MM_DD column of the DATE_TIME table. This field references the particular day with respect to the month and year in which the day falls; days are consequently numbered as 01 through 31. To reference a particular day within a given week, source the Day dimension from the CAL_DAY_NUM_IN_WEEK field of this table, which stores the day number of a week—starting with 1 for the first day of the week and ending with 7 for the last day of the week.

To this end, within Designer, you can do either of the following:

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When you have finished customizing the universe, you must export your work to the BO repository so that this redefined or new dimension is made available to report users. This procedure is described in the “Exporting the Universe Back to the Repository” section of the Genesys Interactive Insights 8.1 Deployment Guide.

Understanding Week Boundaries

The boundaries of 15-minute, hour, day, month, quarter, and year aggregation levels are very well defined within any given Gregorian calendar year because each denomination represents an integral fraction of that year; there are four whole quarters in a year, 12 full months, 365 (or 366) complete days, and one year in a year. No single hour splits in such a way that part of the hour resides in one year and the other part in the next, as is precisely the case for the beginning and/or ending weeks of any given year.

Over and above this dual membership in each year, your system locale settings specify your preferred date-related conventions, which include the definition of a week and on which day the week begins. Different cultures observe different date conventions. As such, these variations in what constitutes a week merit special discussion.

Week Boundaries, as Defined in Genesys Info Mart

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This page was last modified on June 9, 2014, at 10:04.


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