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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

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 Reports and Workspaces

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

About BI Workspaces

Managing Workspaces

BI Workspaces provide dashboard-like displays of one or more charts of contact center activity. Each workspace is effectively a container for specially-designed reports. This release provides one customizable workspace, Call Center Monitor, which is composed of the following reports, represented on four tabs:

  • Accepted Performance— This tab links to the Interaction Traffic Report, displaying four charts.
  • Agent Performance— This tab links to the Agent Summary Activity Report and the Agent Utilization Report, displaying two charts and a table that summarizes each agent's call volume, utilization, and revenue.
  • Business Result— This tab links to the Interaction Volume Customer Segment Report, displaying four charts.
[+] Read More About BI Workspaces

About GI2 Reports

Managing Reports

The GI2 release for Genesys Info Mart 8.5 includes the following reports:

  • 16 agent activity reports
  • 7 queue activity reports
  • 6 detail reports
  • 2 callback 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 shows the organization of some of the reports in the Agents folder and some of the operations that you can perform within 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/BI documentation.

  • [+] Common Elements of Design Across All Reports
  • [+] What Zero Signifies
  • [+] Printing Reports
  • [+] Personalizing Report Instances

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

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This page was last modified on 25 May 2017, at 06:09.