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.
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.
Outbound Contact Solution
Also known as OCS or Outbound Contact. The Genesys solution package that provides Outbound Dialing Plan capabilities, including Campaign Development, Campaign Management, Dialing Plans, and Reporting Templates. OCS supports Preview Dialing, Progressive Dialing, and Predictive Dialing modes. Outbound Contact consists of the following components: Outbound Contact Server (OCS), Outbound Contact Manager (OCM), Call Progress Detection Server (CPD Server), and Call Progress Detection Proxy Server (CPD Proxy Server).
Network Routing Solution
Also known as NRS. The Genesys routing solution that is connected to an Intelligent Network (IN) gateway that is owned by a telecommunications carrier. The NRS is installed at a data center within the enterprise IT infrastructure. The enterprise owns and manages the Genesys applications. The NRS directs the intelligent delivery of the calls while they are still in the toll-free carrier network, by receiving and responding to routing requests from the toll-free carrier gateway. The enterprise connects to the toll-free carrier gateway through 56 KB or T-1 data links that are supplied by the carrier as part of its toll-free gateway service.
Enterprise Routing Solution
Also known as ERS. An enterprise solution in which the Genesys applications are installed at a data center within the enterprise IT infrastructure. The enterprise owns and manages the Genesys applications. ERS differs from the Network Routing Solution (NRS) in that the call-routing decision is made after the calls arrives at one of the Private Branch Exchanges (PBXs) within the customer premises.
Interactive Voice Response
Also known as IVR. A hardware and software system that uses responses from a touch-tone telephone to gather and store data. It uses a recorded human voice to reply to user input. It is sometimes referred to as the Voice Response Unit (VRU).
IVR can also refer to systems that provide information in the form of recorded messages over telephone lines, in response to user-supplied input in the form of spoken words or, more commonly, Dual-Tone Multi Frequency (DTMF) signaling. Examples include banks that enable you to check your balance from any telephone, and automated stock-quote systems. For example, For checking account information, press 1 or If you want a stock quote, press 2.
A computer technology that enables users to connect to a computer system and obtain information through voice input, instead of by using a keypad, keyboard, or touch-tone telephone device. An IVR system responds to a human voice, looks up information, presents alternatives, and interacts with the caller.
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 an S.100 symbol, 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.
Genesys Info Mart and Attached User Data
Genesys Info Mart uses attached data key-value pairs (KVPs) to populate several of its fact and dimension tables, including any number of custom-created tables. This page provides a summary of the planning activities required to ensure you use attached user data effectively in your Genesys Info Mart deployment.
IVR applications, Enterprise Routing Solution, Network Routing Solution, Outbound Contact Solution, Genesys eServices/Multimedia solution, and Agent Desktop applications all attach KVPs to interactions. The KVPs that these applications attach depend on the following factors:
- Your deployment’s interaction flows
- The information that is required by the resources that handle the interactions
- The information that you want to report
Genesys recommends that you configure upstream applications to attach KVPs as early in the interaction flow as possible. In this way, key interaction attributes are captured, even if the interaction is abandoned.
Planning for User Data Reporting
Business analysts, report developers, and database administrators (DBAs) need to collaborate to plan user-data reporting. As part of deployment planning:
- Review the high-level algorithm for processing user data in Genesys Info Mart. See Processing User Data.
- Have your Business Analyst evaluate what business attributes need to be stored for your contact center reporting purposes.
- Have your Report Developer:
- Research how to enable respective applications to attach required KVPs. See User Data Sources and KVPs and Using UserEvent-Based KVP Data for information. Refer to the documentation for Genesys solutions, if necessary. Ensure that the respective KVPs have been defined for the required business attributes and that the respective applications have been configured to attach the required KVPs.
- Research how to enable ICON to store required KVPs in IDB. Refer to Customizing Attached Data Storage and the Interaction Concentrator documentation, as necessary.
- Based on expected degrees of cardinality, decide which custom KVPs to store as facts and which to store as dimensions. For more information, see the discussion of cardinality under Storing User Data.
- Based on business rules and reporting requirements for the values of KVPs at different stages of the interaction, decide which propagation rule to use for each KVP. For more information, see Propagation Rules.
- Decide what default values to use for custom user-data facts. For information about when Genesys Info Mart uses the default values, see Processing User Data.
- Have your DBA:
- Decide what custom fact and dimension tables, if any, you require to store user data values. See Storing User Data.
- For custom user-data facts, decide what KVP values, if any, you want to store as numeric or as date/time data (as supported by your RDBMS). Interaction Concentrator stores user data as character data, but Genesys Info Mart stores KVP values in custom user-data fact tables as character, numeric, or date/time data types, depending on the way that you define the column in the Info Mart schema (see Step 4(d)).
Map the KVPs to custom user-data tables and columns in the Info Mart database. You can use the User Data Assistant to help you perform the mapping and prepare the required SQL script.
To map the KVPs manually, fill out a User Data Mapping worksheet, to use with your user data template script at the time of deployment. See Mapping Call-Based Attached Key-Value Pairs for information and Mapping User Data Worksheet for a sample worksheet.
- Prepare your copy of the make_gim_UDE_template.sql or make_gim_UDE_template_partitioned.sql template script to use to create custom user-data tables and columns when you deploy the database. See Preparing Custom User-Data Storage.