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.
A product that consists of Genesys components that work together to manage interactions whose media is something other than traditional telephonic voice (for example, e-mail or chat). eServices includes some parts of the Genesys Customer Interaction Management Platform, plus certain of the media channels that run on top of it. Called Multimedia in releases 7.5 through 8.0.1 and Multi-Channel Routing (MCR) in releases 7.0 and 7.1.
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.
Database Access Point
Also known as a DAP. An object that provides the interface between an application in the Genesys installation and the databases to which the application requires access. Refer to the Framework Database Connectivity Reference Guide for more information about configuring and using DAPs.
This page describes the usage of terms that have specific meanings in the Genesys Info Mart documentation.
Database, Database Schema, and Database Instance
The word database has different meanings in the Genesys Info Mart documentation, depending on the context. It may refer to Genesys components, such as “Interaction Database” or “Info Mart database.” It may also be used in reference to general RDBMS concepts and procedures, such as “database export” or “database replication.”
Where it is significant to refer to a particular organization of tables, views, indexes, and other database objects, the term database schema is used. Where it is significant to refer to the RDBMS that manages database files, the term database instance is used. This terminology might not necessarily match the terminology that is used by leading RDBMS vendors.
The Info Mart database consists of only one schema, which comprises several groupings of tables (GIDB tables, Merge tables, and so on). In this document, the groupings of tables might be referred to as a database area — for example, the Merge area.
The scope of Genesys Info Mart activity, in terms of the type of details that it processes, is defined by the configured role of the DAP(s) through which Genesys Info Mart accesses IDB. The data domains correspond to the type of details that each IDB stores — Configuration details, Voice details, Multimedia details, or Outbound Contact details. Genesys Info Mart processes each data domain separately.
The immediate source of data for Genesys Info Mart is IDB, which is populated by ICON. The source of data for ICON is Configuration Server, T-Server, Interaction Server, or Outbound Contact Server (OCS), depending on the configured role of the ICON application. In this guide, the term data source refers to the upstream data provider — the source of data for ICON.
Available Data Sources
Genesys Info Mart extracts data from all the DAPs in its connections — that is, from all the data sources that populate the IDBs from which Genesys Info Mart is configured to extract data. The ICONs and the extraction DAPs must be enabled in order for Genesys Info Mart to consider them and the associated data sources and IDBs to be part of the deployment. (Enabled means that the State Enabled check box on the General tab of the Application objects is selected.)
Active Data Sources
While Genesys Info Mart will extract data from all available data sources, Genesys Info Mart will wait for delayed data only from active data sources. In a Genesys Info Mart deployment, active data sources are data sources that are:
- Currently monitored by enabled ICONs that are connected to Genesys Info Mart
- Enabled — the State Enabled check box on the General tab of the T-Server, Interaction Server, or OCS Application object is selected
Voice and Multimedia Interactions
Genesys Info Mart supports reporting on both voice and multimedia interactions.
The term voice interactions refers to traditional telephony calls.
The term multimedia interactions refers collectively to all interactions that are processed through Genesys eServices/Multimedia solution, such as:
- eServices/Multimedia interactions. E-mail and chat are two of the Genesys-provided media types that Genesys Info Mart currently supports.
- 3rd Party Media interactions (formerly referred to as Open Media). These are interactions of any custom media channel that is supported on top of Genesys eServices/Multimedia. The Workitem media type is an example of 3rd Party Media.
Genesys Info Mart processes data that is related to all multimedia interactions in a similar manner.
Workbin Instance and Personal Workbin
A workbin can be used to hold interactions for resources of a given type: Agent, Place, AgentGroup, or PlaceGroup. The Script object of type Interaction Work Bin in the Configuration Layer indicates the type of resource.
In the Genesys Info Mart documentation suite, the term workbin instance does not simply refer to an Interaction Work Bin object, but also to the resource that is indicated as the owner of the interaction in the workbin.
For example, if an Interaction Work Bin object that is named Drafts has been defined in the Configuration Layer for use by Agent resources, the expression “Agent1’s Drafts workbin” refers to a workbin instance that represents the use of the Drafts workbin for interactions that are assigned to Agent1.
As a special case for workbins of type Agent or Place, personal workbin refers to the situation in which Agent or Place resources place interactions in their own workbin instances. The concept of a personal workbin does not apply to AgentGroup and PlaceGroup workbins. To extend the previous example, Agent1 placing an interaction into the Drafts workbin — with Agent1 specified as the owner of this workbin interaction — is an example of a personal workbin.