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 Attached Data
This section provides information to help you customize the GI2 universe and reports to provide results that are dimensioned by your own business’s user data.
Configuring Social Media User Data
The Social Engagement Report relies on how user data is configured in your environment, and on the strategies you use to route interactions. This section describes how to set up your environment to report on social media user data. The Social Engagement Report and the universe objects that directly support it are described in the Genesys Interactive Insights Universe Guide. Perform the following steps to configure social media user data:[+] Show Steps
Your environment is ready to process social media user data for each interaction, and RAA is equipped to aggregate this data. You can now use the Agent Social Engagement and Social Engagement reports to retrieve meaningful data.
The following section describes additional hidden universe objects, some of which indirectly support social media user data reporting.
Hidden User Data Objects in GI2_Universe
Universe objects that report on user data, and which are visible to report designers and viewers, are described in the Genesys Interactive Insights Universe Guide. Some objects, however, are hidden in the universe.
The table following table lists those hidden objects that are related to user data. You must properly set up your environment and unhide these objects before you can use them to create reports.[+] Predefined, Hidden User Data Objects
Using the Predefined User Data Objects
If the user data that you configured within your environment exactly matches the sample tables that have been imported into GI2_universe—as well as their structure—all you have to do to use the predefined user data objects in custom reports is make visible the corresponding universe elements and save and export the universe to the BI repository. The objects will be revealed to report designers and can be used in reports just like any other universe object. If, however, your user data configuration employs different tables or table structure, perform the following steps within Web Intelligence to avail their use to report designers:[+] Show Steps
Special Note about Numeric User Data
The Customer Perspective Report includes four measures that are based on numeric user data—Revenue, Satisfaction, Avg Revenue, and Avg Satisfaction. Running aggregation (to populate the data for this report) will yield errors if users are permitted to attach non-numeric data for these business attributes to interactions. You must ensure that the resources that set the values of Revenue and Satisfaction user data keys are configured or trained, as applicable, to record numerical values only. Refer to Check for Incorrect Data Type in the Reporting and Analytics Aggregates User’s Guide to learn how to recover from this situation.
In addition to the information on this page, see: