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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

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Genesys Info Mart Architecture

Architectural Overview

Genesys Info Mart 8.x extracts data from one or more Genesys Interaction Concentrator databases (Interaction Databases [IDBs]) and produces a data mart for contact center historical reporting.

Genesys Info Mart consists of a server component that extracts, transforms, and loads (ETLs) data into a data mart, based on a schedule that is configured in the Genesys Info Mart application. The Genesys Info Mart Manager provides a graphical user interface (GUI) for managing some of the Genesys Info Mart jobs. The Info Mart database stores low-level interaction data that is consolidated from any number of IDBs, as well as processed data that is suitable for end-user reports.

The following Figure illustrates the Genesys Info Mart 8.x architecture and the primary data flow between the Genesys Info Mart components and other Genesys components. (The diagram does not depict high-availability architecture for any components.)

Genesys Info Mart Architecture and Data Flow Diagram

Related Information

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This page was last modified on April 26, 2018, at 19:47.