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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.



Working With Reports in Web Intelligence

This section helps you work with reports in Web Intelligence. This section contains the following topics:

Using the Prompts

Each GI2 report contains several user prompts that filter the data that the report will retrieve (see the User Prompt Input area). The values specified at these prompts apply to all tabs of the report. If you clear the default specifications for these prompts without providing new values, you will not be able to run the report.

Hour Prompts For the hourly reports, you must restrict your specification of hours to a range within one calendar day.
[+] More Information
Date Prompts With the exception of the detail reports, BI LaunchPad and Web Intelligence ignore the time component of date prompts.
[+] More Information
Free-Text Prompts User prompts in some reports require that you type in values instead of selecting from a list.
[+] More Information
Prompt Interrelationships With the exception of the Interaction Flow report, there are no interrelationships between the user prompts in GI2 reports, by default.
[+] More Information

Drilling Up and Drilling Down

The ability to drill up and drill down within a report to view results from a wider or narrower perspective is available through Web Intelligence. This feature is controlled by the ordering of dimensions in the hierarchies that are defined using the Information Design Tool.

[+] Show Table: Hierarchies Inherent within GI2_Universe
The hierarchies in the Information Design Tool differ from those that are used for aggregation of Info Mart data, which are described in the Reporting and Analytics Aggregates User’s Guide.

Drilling along the Campaign Group Hierarchy

Drill operations along the Campaign Group hierarchy can result in the display of duplicate rows in a report when agents belong to more than one agent group.

Drilling Anomaly When Agents Belong to more than one Group

When agent-campaign results are displayed, drilling down from campaign to campaign group and then drilling up from agent to agent group results in duplicate rows. The figure Drilling Anomaly When Agents Belong to more than one Group demonstrates this anomaly in three cutaway illustrations of the Agent Outbound Campaign Report.

Drill-Up Operations

Drill-up operations display results based on the criteria that you originally specify. For example, drilling up from a daily report instance that spans two days provides results for only the two days selected for the new report instance, which, according to the Time Interval hierarchy, is aggregated by month. Further drill-up from the one-month report instance provides partial quarter results—containing data only for those originally selected two days. The same is true if you drill-up to a year report. Reverse drilling also respects the original selection criteria.

Drill-Down Operations

You cannot drill down from aggregated results to the interaction- or interaction-segment level; however, the relevant data is available in the Info Mart database (if it has not been purged), and you can create reports to provide this level of detail. (The Interaction Detail reports provide interaction- and interaction-segment levels of detail without drilling from aggregated information.) The previously referenced Interaction hierarchy is based on an interaction’s type and subtype (for example, Inbound/InboundNew), not on the legs of the interaction.

Refreshing Data

You should refresh report data whenever the aggregation process completes and prior to first opening the report. Indeed, for that report to display any results, you must refresh the data upon opening a report that has never been previously opened at all. The process of opening a report, in and of itself, does not refresh the report’s data.

Refreshing the report’s data is important if the report was previously saved with its results; if the data is not refreshed, Web Intelligence uses instead the data that is saved within the report’s cube, which might contain outdated data. (Refer to BusinessObjects documentation for information about the content of report cubes.) You must also refresh a report upon drill when the report contains smart measures—measures whose aggregation function is Database delegated. By design, instead of the cell’s value, Web Intelligence, displays #TOREFRESH as a place-holder until the report is refreshed.

To refresh a report’s data, click Refresh Data. The Web Intelligence status bar reflects the last date and time when the report was refreshed. If a report has never been refreshed, the Status bar displays the following message:
Refresh Date: Data is not refreshed.

The aggregation process runs continuously throughout the day within the time frame that is determined by configuration options in the [schedule] section of the Genesys Info Mart Application object. Refer to the Genesys Interactive Insights Deployment Guide for information about these options, and to determine the schedule setting in your environment.

When aggregation values are not available at the time that a query is run, delegated measures can return #TOREFRESH values in some reports. To prevent this, you can enable an automatic refresh option either on the server, or on a per-document basis. For more information, see the Genesys Interactive Insights Release Note.

For additional information about Web Intelligence, refer to the BO/BI documentation.

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This page was last modified on 30 May 2016, at 11:04.