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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.

Genesys CX Insights has replaced Genesys Interactive Insights (GI2) as the historical reporting presentation layer. See also Genesys Info Mart and Reporting and Analytics Aggregates (RAA).



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

Interaction Concentrator

Also known as ICON. A Genesys product that collects and stores detailed data from various sources in a contact center that is empowered by using Genesys software. Downstream reporting systems can access Interaction Concentrator data in near–real time.
Operating on top of Genesys Framework, the product consists of a server application that is called ICON and a database that is called Interaction Database (IDB). The server receives data from data sources such as Configuration Server, T-Server, or particular Genesys solutions; it then stores this data in IDB by using Genesys DB Server.



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

Sample ICON Attached Data Specification

As described in the Interaction Concentrator Deployment Guide (see Configuring for Attached Data), ICON requires you to specify the attached-data keys that you want ICON to store. (Attached-data keys refers to the keys that are sent in TEvent or Interaction Server reporting event attributes.) Genesys Info Mart provides a sample attached-data specification file, ccon_adata_spec_GIM_example.xml, which has been modified to meet typical requirements for Genesys Info Mart.

This page provides an example of the ccon_adata_spec_GIM_example.xml file, which is included in the sql_scripts folder in your Genesys Info Mart installation package (IP). This file is also available in the sql_scripts folder on the Genesys Info Mart product CD. The ccon_adata_spec_GIM_example.xml file is updated as necessary to include additional KVPs required to support new features. The example reproduced below is from the latest Genesys Info Mart release.

For the convenience of GCXI customers who might want to include social media metrics — for example, Sentiment, Actionability, and Influence — the script includes commented-out lines for specifying the key names that GCXI requires.

You can use the User Data Assistant, which is briefly described in Enabling Reporting on User Data, to help you customize the attached-data specification file.

Important
Genesys Info Mart requires that you specify a value of all for the history attribute. A value of all means that ICON will record every change in value for the specified key. Be aware that your reporting results might be affected if you specify a different value for the history attribute.

<?xml version="1.0" encoding="utf-8" ?>
<!--

      Use this xml file instead of the default adata_spec that ICON provides to identify the Attached
   User Data to store in IDB. Genesys Info Mart has modified the default ICON adata_spec to include
   all the KVPs used by Genesys Info Mart 8.x for out-of-box reporting, as well as placeholders for
   additional custom KVPs you want to include.
   The only sections that Genesys Info Mart uses are "public" and "secure". A "key name" can be 
   specified only once, in either the "public" section or the "secure" section; if the "key name"
   is duplicated, ICON will ignore the second and subsequent entries.
   For all the noncustom KVPs, Genesys Info Mart has predefined the mappings to fact tables (for 
   high-cardinality data) and dimensions (for low-cardinality data) in the Info Mart database. As
   described in the Genesys Info Mart Deployment Guide, you must provide the mappings for any custom
   KVPs you add, and modify the Info Mart database schema accordingly.
   
 -->
<adata_spec>
    <public>
        <!--
            Predefined IApplication key, which is used internally by Genesys Info Mart to 
            create resources of the IVR Application type.
         -->
        <key name="IApplication"          source="userdata" history="all"/>
        <!--
            Predefined IPurpose key, which is used internally by Genesys Info Mart to process 
            self-service IVRs.
         -->
        <key name="IPurpose"              source="userdata" history="all"/>
        <!--
            Predefined GSW_CALL_ATTEMPT_GUID and GSW_CALL_TYPE keys, which are used internally 
            by Genesys Info Mart to process OCS data.
         -->
        <key name="GSW_CALL_ATTEMPT_GUID" source="userdata" history="all"/>
        <key name="GSW_CALL_TYPE" source="userdata" history="all"/>

        <!-- Predefined GMS keys
        -->
        <key name="_CB_SERVICE_ID" source="userdata" history="all"/>
        <key name="_CB_T_SERVICE_START" source="userdata" history="all"/>
        <key name="_CB_T_CALLBACK_ACCEPTED" source="userdata" history="all"/>
        <key name="_CB_T_CUSTOMER_CONNECTED" source="userdata" history="all"/>

        <!-- For internal use only
        -->
        <key name="GSYS_IVR" source="userdata" history="all"/>


        <!--
            Keys mapped to INTERACTION_DESCRIPTOR
        -->
        <key name="CustomerSegment" source="userdata" history="all"/>
        <key name="ServiceType" source="userdata" history="all"/>
        <key name="ServiceSubType" source="userdata" history="all"/>
        <key name="Business Result" source="userdata" history="all"/>

        <!--
            Keys mapped to USER_DATA_GEN_DIM_1
        -->
        <key name="GSW_CALL_TYPE" source="userdata" history="all"/>

        <!--
            Keys mapped to IRF_USER_DATA_GEN_1
        -->
        <key name="CaseID" source="userdata" history="all"/>
        <key name="CustomerID" source="userdata" history="all"/>
        <key name="ServiceObjective" source="userdata" history="all"/>
        <key name="IPurpose" source="userdata" history="all"/>
        <key name="GSW_CALL_ATTEMPT_GUID" source="userdata" history="all"/>
        <key name="Revenue" source="userdata" history="all"/>
        <key name="Satisfaction" source="userdata" history="all"/>
        <key name="_CB_SERVICE_ID" source="userdata" history="all"/>
        <key name="_CB_T_SERVICE_START" source="userdata" history="all"/>
        <key name="GVP-Session-ID" source="userdata" history="all"/>

        <!--
            Keys mapped to CHAT_SESSION_DIM
        -->
        <key name="csg_ChatAsyncMode" source="userdata" history="all"/>
        <key name="csg_SessionEndedBy" source="userdata" history="all"/>
        <key name="csg_SessionEndedReason" source="userdata" history="all"/>
        <key name="csg_LanguageName" source="userdata" history="all"/>
        <key name="csg_MediaOrigin" source="userdata" history="all"/>

        <!--
            Keys mapped to MEDIA_TYPE
        -->
        <key name="csg_MediaType" source="userdata" history="all"/>

        <!--
            Keys mapped to CHAT_SESSION_FACT
        -->
        <key name="ChatServerSessionStartedAt" source="userdata" history="all"/>
        <key name="CALLID" source="userdata" history="all"/>
        <key name="ADDED_TS" source="userdata" history="all"/>
        <key name="ChatServerSessionClosedAt" source="userdata" history="all"/>
        <key name="thread_Id" source="userdata" history="all"/>
        <key name="csg_TenantId" source="userdata" history="all"/>
        <key name="csg_SessionTotalTime" source="userdata" history="all"/>
        <key name="csg_MessagesFromAgentsCount" source="userdata" history="all"/>
        <key name="csg_MessagesFromAgentsSize" source="userdata" history="all"/>
        <key name="csg_MessagesFromCustomersCount" source="userdata" history="all"/>
        <key name="csg_MessagesFromCustomersSize" source="userdata" history="all"/>
        <key name="cse_AgentReplyTotalCount" source="userdata" history="all"/>
        <key name="cse_AgentReplyMaxTime" source="userdata" history="all"/>
        <key name="cse_AgentReplyTotalTime" source="userdata" history="all"/>
        <key name="cse_AgentWaitTotalCount" source="userdata" history="all"/>
        <key name="cse_AgentWaitMaxTime" source="userdata" history="all"/>
        <key name="cse_AgentWaitTotalTime" source="userdata" history="all"/>
        <key name="cse_CustomerReplyTotalCount" source="userdata" history="all"/>
        <key name="cse_CustomerReplyMaxTime" source="userdata" history="all"/>
        <key name="cse_CustomerReplyTotalTime" source="userdata" history="all"/>
        <key name="cse_CustomerWaitTotalCount" source="userdata" history="all"/>
        <key name="cse_CustomerWaitMaxTime" source="userdata" history="all"/>
        <key name="cse_CustomerWaitTotalTime" source="userdata" history="all"/>
        <key name="csg_SessionUntilFirstAgentTime" source="userdata" history="all"/>
        <key name="csg_SessionUntilFirstReplyTime" source="userdata" history="all"/>
        <key name="csg_PartiesAsAgentCount" source="userdata" history="all"/>
        <key name="csg_MessagesFromBotsCount" source="userdata" history="all"/>
        <key name="csg_MessagesFromBotsSize" source="userdata" history="all"/>
        <key name="csg_SessionUntilFirstBotTime" source="userdata" history="all"/>
        <key name="csg_PartiesAsBotCount" source="userdata" history="all"/>
        <key name="cse_AsyncDormantTotalCount" source="userdata" history="all"/>
        <key name="cse_AsyncDormantTotalTime" source="userdata" history="all"/>
        <key name="cse_AsyncIdleTotalCount" source="userdata" history="all"/>
        <key name="cse_AsyncIdleTotalTime" source="userdata" history="all"/>
        <key name="cse_ActiveIdleTotalCount" source="userdata" history="all"/>
        <key name="cse_ActiveIdleTotalTime" source="userdata" history="all"/>
        <key name="cse_SessionHandleTotalCount" source="userdata" history="all"/>
        <key name="cse_SessionHandleTotalTime" source="userdata" history="all"/>
        <key name="cse_ParkingQueueCount" source="userdata" history="all"/>
        <key name="cse_ParkingQueueTime" source="userdata" history="all"/>

        <!--
            Keys mapped to CHAT_THREAD_FACT
        -->
        <key name="cse_ChatThreadStartedAt" source="userdata" history="all"/>
        <key name="thrd_SessionsCount" source="userdata" history="all"/>
        <key name="thrd_HandleTime" source="userdata" history="all"/>
        <key name="thrd_PartiesAsAgentCount" source="userdata" history="all"/>
        <key name="thrd_EngagementsCount" source="userdata" history="all"/>
        <key name="thrd_AgentReplyTotalTime" source="userdata" history="all"/>
        <key name="thrd_MessagesFromAgentsCount" source="userdata" history="all"/>
        <key name="thrd_MessagesFromAgentsSize" source="userdata" history="all"/>
        <key name="thrd_MessagesFromCustomersCount" source="userdata" history="all"/>
        <key name="thrd_MessagesFromCustomersSize" source="userdata" history="all"/>

        <!--
            Keys mapped to USER_DATA_CUST_DIM_1
        -->
        <key name="CustomAttribute1" source="userdata" history="all"/>
        <key name="CustomAttribute2" source="userdata" history="all"/>
        <key name="CustomAttribute3" source="userdata" history="all"/>
        <key name="CustomAttribute4" source="userdata" history="all"/>
        <key name="CustomAttribute5" source="userdata" history="all"/>

        <!--
            Keys mapped to USER_DATA_CUST_DIM_2
        -->
        <key name="CustomAttribute6" source="userdata" history="all"/>
        <key name="CustomAttribute7" source="userdata" history="all"/>
        <key name="CustomAttribute8" source="userdata" history="all"/>
        <key name="CustomAttribute9" source="userdata" history="all"/>
        <key name="CustomAttribute10" source="userdata" history="all"/>

        <!--
            Keys mapped to IRF_USER_DATA_CUST_1
        -->
        <key name="CustomData1" source="userdata" history="all"/>
        <key name="CustomData2" source="userdata" history="all"/>
        <key name="CustomData3" source="userdata" history="all"/>
        <key name="CustomData4" source="userdata" history="all"/>
        <key name="CustomData5" source="userdata" history="all"/>
        <key name="CustomData6" source="userdata" history="all"/>
        <key name="CustomData7" source="userdata" history="all"/>
        <key name="CustomData8" source="userdata" history="all"/>
        <key name="CustomData9" source="userdata" history="all"/>
        <key name="CustomData10" source="userdata" history="all"/>
        <key name="CustomData11" source="userdata" history="all"/>
        <key name="CustomData12" source="userdata" history="all"/>
        <key name="CustomData13" source="userdata" history="all"/>
        <key name="CustomData14" source="userdata" history="all"/>
        <key name="CustomData15" source="userdata" history="all"/>
        <key name="CustomData16" source="userdata" history="all"/>

        <!--
                The keys that are commented out in this section are required 
                for support of eServices/Social Media metrics and dimensions.

                Include (uncomment) these keys if you require reporting on eServices/Social Media.

            <key name="Classify_Actionability_CtgRelevancy"     source="userdata" history="all"/>
            <key name="Classify_Sentiment_CtgRelevancy" source="userdata" history="all"/>
            <key name="KloutScore" source="userdata" history="all"/>
            <key name="CtgName" source="userdata" history="all"/>
            <key name="Screen_Sentiment_CtgName" source="userdata" history="all"/>
            <key name="Screen_Actionability_CtgName" source="userdata" history="all"/>
            <key name="Classify_Actionability_CtgName" source="userdata" history="all"/>
            <key name="Classify_Sentiment_CtgName" source="userdata" history="all"/>
            <key name="desktop_influence" source="userdata" history="all"/>
         -->

    </public>
    <secure>
    </secure>
    <call>
    </call>
    <call-cust>
    </call-cust>
    <call-cust1>
    </call-cust1>
    <call-cust2>
    </call-cust2>

    <!--
             The following are only required by ICON to record multi media userdata in the ICON db,
             and are included here for completeness only. If multi media is not required, these may
             be removed.  For detail please refer to the ICON documentation.
    -->
    <mcr-l>
            <key name = "ContactId"           source="userdata"  history ="last" field="mcr-ucs-contact-id"/>
            <key name = "SuggestedResponseID" source="userdata"  history ="last" field="mcr-suggested-response"/>
            <key name = "AutoResponseID"      source="userdata"  history ="last" field="mcr-auto-response"/>
            <key name = "AutoACKID"           source="userdata"  history ="last" field="mcr-auto-ack"/>
    </mcr-l>

    <mcr-f>
            <key name = "FromAddress"         source="userdata"  history ="first" field="mcr-from-address"/>
            <key name = "FromPersonal"        source="userdata"  history ="first" field="mcr-from-name"/>
            <key name = "IsCalledBack"        source="userdata"  history ="first" field="mcr-called-back"/>
            <key name = "Subject"             source="userdata"  history ="first" field="mcr-subject"/>
            <key name = "Origination_Source"  source="userdata"  history ="first" field="mcr-origin-source"/>
    </mcr-f>

</adata_spec>
This page was last edited on October 6, 2020, at 14:29.
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