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BO Documentation

BOE 3.1 and BI 4.1 are created and documented by SAP. SAP provides detailed information about the operation of the Universe Design Tool, Information Design Tool, Web Intelligence, InfoView, Designer, and other BO or BI applications. Access this SAP documentation from the following sources:

  • from the SAP BusinessObjects Business Intelligence Platform Documentation CD,
  • if you are a direct SAP customer, from the SAP website,
  • if you obtained BO software through Genesys, from the SAP website.




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

BO Documentation

BOE 3.1 and BI 4.1 are created and documented by SAP. SAP provides detailed information about the operation of the Universe Design Tool, Information Design Tool, Web Intelligence, InfoView, Designer, and other BO or BI applications. Access this SAP documentation from the following sources:

  • from the SAP BusinessObjects Business Intelligence Platform Documentation CD,
  • if you are a direct SAP customer, from the SAP website,
  • if you obtained BO software through Genesys, from the SAP website.




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

BO Documentation

BOE 3.1 and BI 4.1 are created and documented by SAP. SAP provides detailed information about the operation of the Universe Design Tool, Information Design Tool, Web Intelligence, InfoView, Designer, and other BO or BI applications. Access this SAP documentation from the following sources:

  • from the SAP BusinessObjects Business Intelligence Platform Documentation CD,
  • if you are a direct SAP customer, from the SAP website,
  • if you obtained BO software through Genesys, from the SAP website.




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

Understanding the Reports

This section helps you understand GI2 reports, how to work with them in Web Intelligence, and how to customize them to suit your needs. The GI2 reports for Genesys Info Mart compile contact center interaction activity and agent-summarized states for telephony and multimedia DNs. Agent-based reports do not contain data that summarizes virtual interactions, virtual agent activity, and Interactive Voice Response (IVR) port activity. However, data that pertains to IVR ports is included in the business attribute and interaction detail reports if IVRs are configured as handling resources in your environment.

Managing Reports Using InfoView

The GI2 release for Genesys Info Mart 8.1 includes the following reports:

  • 16 agent activity reports
  • 7 queue activity reports
  • 6 detail reports
  • 3 outbound contact reports
  • 9 business attribute reports.

All of these reports were designed using Web Intelligence. The reports use the hierarchies, classes, dimensions, details, conditions (filters), measures, and prompts that are defined in the corresponding Interactive Insights universe: GI2_Universe. The figure Managing Reports Using InfoView shows the organization of some of the reports in the Agents folder and some of the operations that you can perform within InfoView—the BO portal to Web Intelligence. To learn about performing basic report operations, such as running and scheduling reports and printing, sharing, and exporting their results, refer to the BO XI 3.1 or BI 4.1 documentation.

Common Elements of Design Across All Reports

Viewing Reports Using Web Intelligence

When you view, run on-demand, or modify a report, the report opens in the Web Intelligence interface, as depicted in the figure Viewing Reports Using Web Intelligence. As an administrator, you can configure permissions that determine whether Web Intelligence is available for each user and which operations each user can perform.

Main and Description Tabs [+] Show Description
Main and Date Range Queries [+] Show Description
Summary Tabs [+] Show Description

What Zero Signifies

Whenever the underlying query for a GI2 report returns no rows, the report displays no data. For example, a query to retrieve activity for a particular agent for a shift that the agent did not work returns no data. On rare occasions, Web Intelligence returns No data to retrieve in Main Query.

[+] More Information

Printing Reports

GI2 reports are optimized for onscreen viewing, though where possible they are also designed to be legible when printed.

Some of the charts and tables that are presented on the Summary tabs of reports use background colors (for example, green, red, and yellow) to summarize the information that is provided in the main report tab; these colors might be difficult to differentiate when the report is printed to a black-and white printer.

[+] More Information

Personalizing Report Instances

Using the built-in features of BO, you can publish reports in a manner that limits the dataset that is exposed to report viewers when they open a report instance. Do this by personalizing the dataset to a dynamic profile that is defined in the Central Management Console (CMC).

Tip
In addition to (or instead of) using the method described in this section, you can restrict user access to data using integrated, role-based Data Access Restrictions, described in the Genesys Interactive Insights Deployment Guide.

To personalize Report Instances, you must log in with a user account that has administrative privileges. The following procedures describe customizations using BO XI software, documents, and terminology.

1. Creating a Dynamic Profile Within CMS. The task of personalizing report instances begins with the creation of one user profile within the Central Management Server (CMS). [+] Show Steps
2. Applying the Profile to a Publication The next step is to create a publication within InfoView. [+] Show Steps
3. Modifying the Agent Name Dimension The final step in personalizing a report is to modify the Agent Name Dimension. [+] Show Steps
Limitations of personalization The following limitations apply: [+] More Information

For additional information about working with reports, see the section Working With Reports in Web Intelligence.

This page was last modified on August 1, 2014, at 07:38.

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