In Multimedia, a contact-center object that holds interactions for later processing by a particular agent (or agent group, place, or place group). Agents can use workbins to store interactions on which they have started working, and on which they want to continue working at a later time. Interactions also can be distributed to workbins by Universal Routing Server (URS). A workbin is like a queue, in that it holds interactions. Nevertheless, a workbin differs from a queue in the following ways:
It is associated with a particular agent/place/group, and its major function is to hold interactions for that agent/place/group to process.
Agents can view the entire contents of the workbin, and pull interactions from it in any order. Agents also can pull interactions from queues, but only in the order that is defined by the queue.
Universal Routing Server
Also known as URS. The server that is used by Universal Routing that automatically executes routing-strategy instructions and distributes incoming customer interactions among contact-center agents. Previously known as Interaction Router.
Genesys Interactive Insights
Also known as GI2. A presentation layer that extracts data from the Info Mart 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 CX Insights Genesys CX Insights. See also Genesys Info Mart, Reporting and Analytics Aggregates (RAA), and Genesys CX Insights (GCXI).
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.
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. See also Genesys Info Mart, Reporting and Analytics Aggregates (RAA), and Genesys Interactive Insights (GI2).
Also known as a KVP. A data structure that is used to communicate or store a piece of information. A KVP consists of a key, whose value is a string, and a value, which may be any of a variety of data types, including a key-value set (thus, making the structure recursive). The key identifies the meaning of the data that is contained in the value.
User Data Mapping
Genesys Info Mart provides a flexible storage mechanism for a potentially very large number of KVPs that are attached by Genesys solutions.
User Data Mapping Tables
The Info Mart database schema contains two mapping tables that are required to process and store user data:
The mapping tables instruct Genesys Info Mart on how to populate the user-data KVPs and where in the Info Mart database to store them.
To use user data in your reports, you must:
- Ensure that the upstream data sources (for example, T-Server) are configured to propagate user data as required.
- Configure ICON to store this data in IDB.
- Modify a Genesys-provided user-data script to work for your preferred KVP names.
- Adjust the Info Mart database to be able to store this data.
- Specify mapping rules for Genesys Info Mart to extract and process this data.
For information about how to customize the Genesys-provided user-data script for the initial deployment of Genesys Info Mart, see Customizing the User Data Template. Later, as your reporting needs evolve, you can similarly add more custom tables to the Info Mart database to store new user data KVPs.
[+] Show example
Viewing Current KVP Mappings
To view the current mapping of user-data KVPs to Info Mart tables and columns, execute the following SQL command against the Info Mart database:
SELECT * FROM CTL_UD_TO_UDE_MAPPING
The result will show both predefined and custom mappings in your deployment.
Mapping Call-Based Attached Key-Value Pairs
Genesys Info Mart extracts attached data KVPs from the ICON Voice details and ICON Multimedia details data sources — specifically, from the following IDB tables:
- GM_F_USERDATA and GM_L_USERDATA
ICON stores voice and multimedia attached KVPs in the G_USERDATA_HISTORY and G_SECURE_USERDATA_HISTORY tables, based on the options that you configure in the ICON application and in the ICON attached data specification (adata_spec) XML file. For multimedia interactions, ICON automatically stores predefined KVPs, including workbin usage details, in the G_USERDATA_HISTORY table.
ICON stores multimedia-specific attached data in the GM_F_USERDATA and GM_L_USERDATA tables. The storage and mapping of the attributes that Genesys Info Mart uses for multimedia-specific attached data is predefined, and Genesys Info Mart does not process any custom KVPs in the GM_F_USERDATA and GM_L_USERDATA tables.
By default, Genesys Info Mart stores the values of the KVPs that are listed in the “KVPs that are mapped by default” section of the table, Commonly Used Attached Data KVPs. If you want to store additional, custom user data, you must define mapping and propagation rules and store them in Control tables in the Info Mart database. Genesys Info Mart then extracts the user data details on the basis of the KVP name and stores the value in the table and column that you designate in the mapping tables (CTL_UD_TO_UDE_MAPPING and CTL_UDE_KEYS_TO_DIM_MAPPING).
As part of the mapping, you specify the propagation rule that Genesys Info Mart will use to determine what value to store if more than one value is extracted for the same key in the same interaction. For more information, see Propagation Rules.
You can also specify what value is stored as a default if a particular KVP is missing for an interaction.
Be aware that your downstream reporting application might have specific requirements for user data that Genesys Info Mart does not store by default. For example, if you want to include reporting on social media metrics — such as Sentiment, Actionability, or Influence — in a deployment with the Genesys historical reporting presentation layer, GCXI and GI2 have specific requirements for the user-data tables and columns that you must use to store the required KVPs.
For the convenience of GCXI/GI2 customers, the sample ICON attached-data specification file that Genesys Info Mart provides includes commented-out lines that specify the social media–related KVPs that GCXI and GI2 require. For GI2 customers, more information about configuring Genesys Info Mart to store the user data that GI2 requires for social media metrics is available in the section about social media user data in the chapter about customizing the GI2 universe and reports in the Genesys Interactive Insights User’s Guide.
Depending on the RDBMS, you might have to consider RDBMS limitations when you specify customized mapping of KVPs to user-data dimension tables.
Microsoft SQL Server and PostgreSQL
An RDBMS limitation restricts the maximum length of index keys:
- On Microsoft SQL Server releases earlier than 2016, to 900 bytes
- On Microsoft SQL Server 2016+, to 1700 bytes
- On PostgreSQL, to 2730 bytes
To avoid failures of the transformation job, the total length of values for KVPs that are configured to populate any one of the user-data dimension tables must not exceed the RDBMS limit.
For the KVPs that are mapped to any one of the user-data dimension tables by default, in releases earlier than 8.5.010.14 Genesys Info Mart restricts the length of individual user-data KVP values to 170 bytes (89 characters in multi-language Microsoft SQL Server databases), to ensure that combinations of KVPs do not exceed the limit.
Starting with release 8.5.010.14, in both single-language and multi-language Microsoft SQL Server databases the data types of certain user-data KVP columns was changed from varchar to nvarchar, without reducing the length of the values. As a result, the potential length of the indexes for some tables (for example, INTERACTION_DESCRIPTOR, various SDR_* dimensions) might exceed the RDBMS limit in deployments with Microsoft SQL Server versions earlier than 2016. For this reason, Genesys strongly recommends that Microsoft SQL Server deployments for Genesys Info Mart 8.5.010.14 and later use Microsoft SQL Server 2016 or later supported version.
This limitation does not apply to KVPs that are configured to populate user-data fact tables.
There are no RDBMS limitations that you have to consider.