Reporting And Analytics Aggregates
Also known as RAA. An optional Genesys Info Mart process that creates and populates predefined aggregation tables and views within an Info Mart database. RAA aggregation tables and views provide the metrics that summarize contact center activity to facilitate reporting, and serves as the primary source of data for the Genesys CX Insights (GCXI) historical reports. RAA is required for Genesys CX Insights, and was required for the now-deprecated GI2.
Genesys CX Insights
Genesys Customer Experience Insights (Genesys CX Insights or sometimes GCXI) provides a presentation layer that extracts data from the Genesys Info Mart database, and presents it in readable historical reports to enable business and contact center managers to make better business decisions for streamlining operations, reducing costs, and providing better services.
Preparing the Info Mart Database
This page provides a high-level overview of the steps to prepare the target Genesys Info Mart database and predefined views.
As Genesys Info Mart extracts source data and transforms and loads this data into the target tables, it operates with a single Genesys Info Mart database. The Info Mart database consists of the target fact and dimension tables (Dimensional model), Global Interaction Database (GIDB) tables, Merge tables (used for voice interactions only), Control tables, Staging tables, and Temporary tables. For more information, see Info Mart Database.
Overview: Preparing the Info Mart Database
- Set up RDBMS resources to support the reporting database.
Create the database instance. For more information, refer to the documentation for your RDBMS.ImportantSee the important notes on the Database Considerations page. In addition:
- For Microsoft SQL Server, you must use a case-insensitive collation for the SQL Server instance and the Info Mart database.
- For PostgreSQL, Genesys recommends that you use lower case for all schema names. If you cannot do so, specify the value in case-sensitive mode by surrounding the value with a set of double quotes.
- For multi-language support in Oracle and PostgreSQL, you must create the Info Mart database with UTF-8 encoding. For links to more information, including requirements for related components that apply to Microsoft SQL Server as well, see Multi-Language Support.
- Create and configure the Info Mart database schema to process and store detailed reporting data.
Prepare the databases by running Genesys-provided scripts:
- For reporting environments that require custom user-data storage, customize the user-data template script. See Preparing the User Data Script.
- For all deployments, create the Info Mart database schema. For more information, see Creating the Info Mart database schema.
- For deployments that include Voice details, customize the GSYS_DNPREMOTELOCATION table in GIDB, as required, to optimize performance of the merge operation. For more information, see Configuring Info Mart database for merge.
- (Optional, but recommended) Prepare database links, to streamline performance.
Configure links between the IDB and Info Mart RDBMS servers. For more information, see Optimizing Database Performance: Database Links.
- Tune the Info Mart database.
To improve ETL execution time, adjust the settings for the target database, as applicable to your RDBMS environment. For more information, see Optimizing Database Performance: Database Tuning.
- After you have installed Genesys Info Mart, complete database preparation.
- If applicable, create read-only, tenant-specific views. For more information, see Creating Read-Only Tenant Views.
- (Optional) Create custom calendar dimensions. For more information, see Creating Custom Calendars.