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Reporting And Analytics Aggregates

Also known as RAA. An optional Genesys Info Mart process that creates and populates predefined aggregation tables and views within an Info Mart database. RAA aggregation tables and views provide the metrics that summarize contact center activity to facilitate reporting, and serve as the primary source of data for the Genesys CX Insights (GCXI) and Genesys Interactive Insights (GI2) historical reports. RAA is required for Genesys CX Insights and GI2 environments.



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

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).



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

Source of Aggregated Information

The tables that are created and populated by the aggregation engine are the immediate source of aggregated contact center data for GI2 reports. This engine is deployed seamlessly with GI2 installations, and is described in the RAA 8.1 documentation set. The reports are built on data from these tables,and enable you to view the performance of contact center resources as interactions pass through the resources or are handled by them, dimensioned by the following Info Mart dimension tables:

  • CALLING_LIST
  • CAMPAIGN
  • DATE_TIME
  • RESOURCE_
  • RESOURCE_GROUP_COMBINATION
  • GROUP_
  • MEDIA_TYPE
  • USER_DATA_CUST_DIM
  • TENANT
  • TIME_RANGE
  • INTERACTION_TYPE
  • INTERACTION_DESCRIPOR
  • RESOURCE_STATE
  • RESOURCE_STATE_REASON

The “Interactive Insights Reports” chapter of the Genesys Interactive Insights Universe Guide lists the supporting tables for each report and some of the configuration options that control the Genesys Info Mart Server’s population of the tables. Also, the Reporting and Analytics Aggregates User’s Guide provides business views of each aggregate subject area. See the Genesys Info Mart 8.1 User’s Guide to learn how data is populated to the Info Mart database.

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

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