Extract, Transform, And Load
Also known as ETL. The ETL processes extract data from various data sources; transform the data into a format and structure that is suitable for subsequent business purposes; and load the data into a target data store (other database, data mart, or data warehouse).
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.
Using 15-Minute Aggregation
All of the included GI2 reports (except for the reports in the Details folder) enable drill-down of results to a 30-minute level, by default, to enable you to review performance of your contact center for each half-hour of a day. The sub-hour-interval Genesys Info Mart configuration option (in the [agg] section) allows you to change this value. The Genesys Info Mart Server accepts a value of 15min for this option, which enables 15-minute aggregations, and therefore reporting at a 15-minute level. To enable 15-minute reporting in the GI2 reports, change sub-hour-interval to 15, rerun the aggregation job, and customize the universe and reports to use the 15 minutes dimension.
Note that the Reporting and Analytics Aggregates Deployment Guide recommends that you set the aggregation level during the initial installation of Genesys Info Mart, and not change it thereafter.
Note that either 15 or 30 minutes is allowed—but not both simultaneously. Therefore, drill-up operations from the 15-minute level in the GI2 reports that you customize take you directly to hour-level results, and not to 30-minute results.
To Enable 15-minute Aggregation
Except where indicated, the following activities can be performed only on Microsoft Windows platforms:[+] Show Steps