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populate-thread-facts

Section: gim-etl-populate
Default Value: false
Valid Values: true, false
Changes Take Effect: At the next run of Job_TransformGIM
Dependencies: None
Introduced: 8.5.001

Enables or disables the population of thread-related metrics in the ANCHOR_FLAGS dimension in multimedia deployments.

introduced-transfer-threshold

Section: gim-transformation
Default Value: 0
Valid Values: Any nonnegative integer
Changes Take Effect: At the next run of Job_TransformGIM
Dependencies: None
Introduced: 8.5.001

Specifies a time threshold, in seconds, for Genesys Info Mart to treat a conference as an introduced transfer. If the conference initiator's participation is less than the threshold, while the receiving agent continues on the call, Genesys Info Mart treats this call flow as a special case of transfer. The option applies only to voice calls.

populate-irf-asm-engage-duration

Section: gim-etl-populate
Default Value: false
Valid Values: true, false
Changes Take Effect: At the next run of Job_TransformGIM
Dependencies: None
Introduced: 8.5.004

Enables or disables reporting on Active Switching Matrix (ASM) engage duration (for voice interactions only). Applies only to deployments with Outbound Contact in a VoIP environment where campaigns are running in an ASM dialing mode.

  • false—Genesys Info Mart does not differentiate between ASM engage duration and regular talk time.
  • true—Genesys Info Mart populates the ASM_COUNT and ASM_ENGAGE_DURATION columns in the INTERACTION_RESOURCE_FACT (IRF) table as follows:
    • ASM_COUNT is set to 1 to indicate that an attempt was made to engage an agent. If no attempt was made, then the column shows a value of 0.
    • ASM_ENGAGE_DURATION indicates the amount of time that a successfully-engaged agent waited to be connected to a customer. This duration will be excluded from regular talk time.

Active Switching Matrix

Also known as ASM. An active component of switching hubs that rapidly switch packets from port to port by allocating memory.



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

ocs-caf-aggregates-calls

Section: gim-transformation
Default Value: true
Valid Values: true, false
Changes Take Effect: At the next run of Job_TransformGIM
Dependencies: None
Introduced: 8.5.015.07

Specifies whether Genesys Info Mart will create separate CONTACT_ATTEMPT_FACT (CAF) records or a single, aggregated CAF record for calls dialed in the context of the same CALL_ATTEMPT_GUID.

  • true—Genesys Info Mart will create a single CAF record for all outbound calls dialed as part of the same attempt to reach a customer. If there are multiple calls, CAF.CALLID refers to the last dialed call.
  • false—Genesys Info Mart will create a separate CAF record for each outbound call dialed as part of the same attempt to reach a customer. This nondefault value reflects Genesys Info Mart behavior prior to release 8.5.015.07.

New in This Release

This page supplements the New in Release 8.5.0 page in the Deployment Guide, to provide information about schema-related changes introduced in Genesys Info Mart 8.5.0 releases, starting with the most recent release. For a summary you can sort to see schema-related changes by table/column and type of change, as well as by release, see Summary of Info Mart Schema Changes.

For information about related documentation changes that were made in this document, see What's New in the Documentation.

New in Release 8.5.015.14

  • A new column, GVP_SESSION_ID, has been added to the IRF_USER_DATA_GEN_1 table for internal purposes.

New in Release 8.5.015.07

  • Outbound Contact reporting enhancement — By default, Genesys Info Mart now creates a single, aggregated CONTACT_ATTEMPT_FACT (CAF) record for multiple call attempts dialed in the context of the same CALL_ATTEMPT_GUID. Previously, Genesys Info Mart created a separate CAF record for each call attempt dialed as part of multiple attempts to reach a customer. If you want to retain the previous behavior, set the ocs-caf-aggregates-calls option to false.
    A new index on the GIDB_GOX_CHAIN_CALL table enables the new behavior.
    The new behavior affects when CAF records are created, as well as population of the CALLID field.
  • Miscellaneous
    • The size of the SCRIPT column in the GIDB_GC_GROUP table has been increased from 255 to 1024 characters. However, note that the length of SCRIPT values remains effectively limited to 255 characters until ICON supports longer values in GC_GROUP.SCRIPT in IDB.
    • The size of the CALL_ID column in the CDR_FACT table has been increased from 64 to 255 characters. (The CDR_FACT table is reserved for future use.)

New in Release 8.5.014.34

  • Enhanced support for Unicode in Microsoft SQL Server — In Microsoft SQL Server deployments with single-language databases, the data types of some columns in certain dimension tables have been changed from varchar to nvarchar, to extend support of Unicode characters in single-language databases.

    Columns in the following tables were modified for single-language databases. See the Summary of Info Mart Schema Changes for a list of the applicable columns.

    For consistency, the sizes of the SECTIONNAME and KEYNAME columns in the GROUP_ANNEX and RESOURCE_ANNEX tables have been modified in multi-language databases as well.

  • Data Export enhancements — To improve support for scenarios where data is exported from a PostgreSQL or Oracle Info Mart database and subsequently imported into a Microsoft SQL Server target database:

    • The update_target_*.sql scripts for Microsoft SQL Server have been modified to be compatible with a case-sensitive Microsoft SQL Server collation.
    • The sizes of all columns in the target database schemas defined in the applicable update_target_*.sql scripts are now the same across all RDBMS platforms. Previously, to ensure that indexes did not exceed Microsoft SQL Server size limits, the sizes of many dimension columns in the target database schema defined for Microsoft SQL Server were reduced.

      The sizes of the following columns have changed in the update_target_*.sql scripts for Microsoft SQL Server:

      INTERACTION_DESCRIPTOR
         CUSTOMER_SEGMENT
         SERVICE_TYPE
         SERVICE_SUBTYPE
         BUSINESS_RESULT
      POST_CALL_SURVEY_DIM_2
         SURVEY_SQ1
         SURVEY_SQ2
      POST_CALL_SURVEY_DIM_3
         SURVEY_SQ3
         SURVEY_SQ4
         SURVEY_SQ5
         SURVEY_SQ6
         SURVEY_SQ7
      POST_CALL_SURVEY_DIM_4
         SURVEY_SQ8
         SURVEY_SQ9
         SURVEY_SQ10
      USER_DATA_CUST_DIM_1
         DIM_ATTRIBUTE_1
         DIM_ATTRIBUTE_2
         DIM_ATTRIBUTE_3
         DIM_ATTRIBUTE_4
         DIM_ATTRIBUTE_5
      USER_DATA_CUST_DIM_2
         DIM_ATTRIBUTE_1
         DIM_ATTRIBUTE_2
         DIM_ATTRIBUTE_3
         DIM_ATTRIBUTE_4
         DIM_ATTRIBUTE_5
      SDR_GEO_LOCATION
         COUNTRY_NAME
         REGION
         TIMEZONE
      SDR_SURVEY_S1
         SQ1
         SQ2
         SQ3
         SQ4
         SQ5
      SDR_SURVEY_S2
         SQ6
         SQ7
         SQ8
         SQ9
         SQ10
      SDR_SURVEY_QUESTIONS_I1
         IQ1
         IQ2
         IQ3
         IQ4
         IQ5
      SDR_SURVEY_QUESTIONS_I2
         IQ6
         IQ7
         IQ8
         IQ9
         IQ10
      SDR_SURVEY_QUESTIONS_S1
         SQ1
         SQ2
         SQ3
         SQ4
         SQ5
      SDR_SURVEY_QUESTIONS_S2
         SQ6
         SQ7
         SQ8
         SQ9
         SQ10
      USER_DATA_GEN_DIM_1
         DIM_ATTRIBUTE_1
         DIM_ATTRIBUTE_2
         DIM_ATTRIBUTE_3
         DIM_ATTRIBUTE_4
         DIM_ATTRIBUTE_5
      USER_DATA_GEN_DIM_2
         DIM_ATTRIBUTE_1
         DIM_ATTRIBUTE_2
         DIM_ATTRIBUTE_3
         DIM_ATTRIBUTE_4
         DIM_ATTRIBUTE_5

      Note: If you are importing Info Mart data into a Microsoft SQL Server database, ensure that your import tool or process is able to handle errors that arise when the sum of the actual values of dimension table columns included in an index exceeds the Microsoft SQL Server limit on index size.

    • In the update_target_*.sql scripts for Microsoft SQL Server, the data types of the following columns in various GIDB tables have been changed from varchar to nvarchar:

      GIDB_GC_CALLING_LIST.NAME
      GIDB_GC_CALLING_LIST.DESCRIPTION
      GIDB_GC_CAMPAIGN.NAME
      GIDB_GC_CAMPAIGN.DESCRIPTION
      GIDB_GC_FOLDER.NAME
      GIDB_GC_GROUP.SCRIPT
      GIDB_GC_GROUP.NAME
      GIDB_GC_LOGIN.LOGINCODE
      GIDB_GC_PLACE.NAME
      GIDB_GC_SKILL.NAME
      GIDB_GC_TENANT.NAME

New in Release 8.5.014.26

  • Support for Asynchronous interactions in Advanced Chat deployments — In Cloud deployments with Advanced Chat, Genesys Info Mart supports reporting on Asynchronous interactions that are placed into a parking queue. Two new columns, PARKING_QUEUE_COUNT and PARKING_QUEUE_DURATION, have been added to the CHAT_SESSION_FACT table.
  • Miscellaneous — The names of the KVPs that populate the USER_DATA_GEN_DIM_* tables have been changed in the out-of-box CTL_UD_TO_UDE_MAPPING table, to avoid confusion with placeholder names for custom KVPs mapped in the make_gim_UDE_template SQL scripts. The tables, which were introduced in the previous release, are reserved for internal use.

New in Release 8.5.014.19

  • Reporting on agent location — A new dimension table, AGENT_LOCATION, records locations of agents for both voice and multimedia login sessions. A new column, AGENT_LOCATION_KEY, in the SM_RES_SESSION_FACT table, is a surrogate key that you can use to join the SM_RES_SESSION_FACT to the AGENT_LOCATION dimension. The key is used to indicate the agent's specific location for the summarized resource session, by agent and media type.
  • Miscellaneous schema enhancements:
    • To enhance reporting on Genesys Predictive Routing, two new columns in the GPM_FACT table — VQ_GUID and VQ_RESOURCE_KEY — enable you to join GPM_FACT to MEDIATION_SEGMENT_FACT. Use this join to make information about virtual queues (VQs) that participate in Predictive Routing interactions available in reports.
    • Two new dimension tables, USER_DATA_GEN_DIM_1 and USER_DATA_GEN_DIM_2, have been added to the Info Mart schema to store out-of-box user data for internal use. Corresponding keys, USER_DATA_GEN_DIM_KEY_1 and USER_DATA_GEN_DIM_KEY_2, have been added to the IRF_USER_DATA_KEYS table, accordingly.

New in Release 8.5.014.09

  • Predictive Routing enhancements — Genesys Info Mart now supports enhanced reporting on Genesys Predictive Routing (GPR) usage, including more detailed reporting about scores, thresholds, predictors, and routing. To enable the enhanced reporting, a new Info Mart dimension table, GPM_DIM1, and nine new columns in the GPM_FACT table store the new KVPs from Predictive Routing - URS Strategy Subroutines release 9.0.015.00 or higher. In addition, the values provided in some existing KVPs have been modified.
    For more information about the reporting KVPs sent by GPR, see Integrate with Genesys Reporting in the GPR Deployment and Operations Guide.
  • Support for Chat Thread reporting — In Cloud deployments with Advanced Chat, Genesys Info Mart supports reporting on chat threads:
    • New tables, CHAT_THREAD_FACT and MEDIA_ORIGIN, store data for chat thread statistics.
    • A new column in the CHAT_SESSION_FACT table, THREAD_ID, has been included for future use, to associate chat session with chat thread reporting.

New in Release 8.5.013.06

  • Enhanced omnichannel reporting — Two new columns in the SM_MEDIA_NEUTRAL_STATE_FACT table, END_DATE_TIME_KEY and RESOURCE_GROUP_COMBINATION_KEY, enhance support for reporting across all media channels.
  • Support for Call Detail Records (CDRs) — In preparation for future support of CDRs for billing or other monitoring purposes, new CDR_* tables have been added to the Info Mart database schema. The make_gim SQL scripts have been modified to include the new table definitions and KVP mappings. Although the CDR_* tables are populated in Cloud deployments, they are considered reserved for internal use.

New in Release 8.5.012.15

  • In Genesys Engage cloud deployments with Co-browse Server 9.0.003.02 or higher, Genesys Info Mart now supports reporting on Co-browse sessions. The following fact and dimension tables, which were originally added to the Info Mart schema in release 8.5.011.14, are no longer reserved:

  • In Outbound Contact deployments with CX Contact release 9.0.000.09 or higher, Genesys Info Mart now supports reporting on contact list records that were suppressed from an outbound campaign. The following new tables, which are defined in the database-creation scripts (make_gim.sql, make_gim_partitioned.sql, make_gim_multilang.sql, or make_gim_multilang_partitioned.sql), store relevant fact and dimension data:

    The LDR_* tables are populated with data that Genesys Info Mart obtains from CX Contact through Elasticsearch. The new tables supplement existing reporting about campaign activity and calling list usage sourced from Outbound Contact Server (OCS) through ICON.

    Genesys Info Mart support for CX Contact reporting on unattempted records is defined out-of-box and cannot be customized. For links to more information about CX Contact historical reporting, see the New in Release 8.5.012 item in the Genesys Info Mart 8.5 Deployment Guide.

New in Release 8.5.011.18

  • The GSW_CALL_TYPE column has been added to IRF_USER_DATA_GEN_1 to provide additional information about OCS calls and about outbound call flows in SIP Cluster deployments where SIP Server can disable recording and monitoring.

New in Release 8.5.011.14

  • In eServices deployments with Chat Server release 8.5.302.03 or higher, Genesys Info Mart supports detailed reporting on asynchronous (async) chat sessions.

    The following new columns have been added to the CHAT_SESSION_FACT and CHAT_SESSION_DIM tables, to store async chat statistics in the Info Mart dimensional model database schema:

    • CHAT_SESSION_FACT.ASYNC_DORMANT_COUNT
    • CHAT_SESSION_FACT.ASYNC_DORMANT_DURATION
    • CHAT_SESSION_FACT.ASYNC_IDLE_COUNT
    • CHAT_SESSION_FACT.ASYNC_IDLE_DURATION
    • CHAT_SESSION_FACT.ACTIVE_IDLE_COUNT
    • CHAT_SESSION_FACT.ACTIVE_IDLE_DURATION
    • CHAT_SESSION_FACT.HANDLE_COUNT
    • CHAT_SESSION_FACT.HANDLE_DURATION
    • CHAT_SESSION_DIM.ASYNC_MODE

    For links to more information about async chat historical reporting, see the New in Release 8.5.011.14 item in the Genesys Info Mart 8.5 Deployment Guide.

  • Database schema improvements related to user data processing are as follows:

    • The index on the START_DATE_TIME_KEY (I_*_SDT) in the user data tables is now defined for partitioned databases. The index improves the performance of the export job, for which purpose the export job will add the index, when necessary, to existing databases at runtime. Previously, the indexes were added to the IRF_USER_DATA_GEN_1, IRF_USER_DATA_KEYS, and IRF_USER_DATA_CUST_* tables in the schema-creation script for nonpartitioned databases (make_gim_UDE_template.sql), but not in the script for partitioned databases (make_gim_UDE_template_partitioned.sql).
    • To optimize the performance of the migration job, the columns that store foreign key references to user data dimension tables in the IRF_USER_DATA_KEYS table are added as nullable and without default values.

  • The STG_TRANSFORM_DISCARDS.TABLE_NAME column has been increased from 30 to 255 characters.
  • In preparation for future support of a new data source, the following new tables have been added to the Info Mart database schema:

    • COBROWSE_FACT
    • COBROWSE_END_REASON
    • COBROWSE_MODE
    • COBROWSE_PAGE
    • COBROWSE_USER_AGENT

New in Release 8.5.011

  • In eServices deployments with Chat Server release 8.5.203.09 or higher, Genesys Info Mart supports detailed reporting on Genesys Chat sessions. In deployments that include Bot Gateway Server (BGS) release 9.0.002 or higher, Genesys Info Mart also supports reporting on chat bot activity. (BGS is currently available only in restricted release.)

    The following new tables, which are defined in the database-creation scripts (make_gim.sql, make_gim_partitioned.sql, make_gim_multilang.sql, or make_gim_multilang_partitioned.sql), store chat- and BGS-related data:

    A control table, CTL_XML_CONFIG, is used internally to map Chat Server KVPs and BGS reporting data attributes to the respective CHAT_* and BGS_* tables during transformation.

    For links to more information about chat session and chat bot historical reporting, see the New in Release 8.5.011 item in the Genesys Info Mart 8.5 Deployment Guide.

  • To improve the robustness of queries that involve the GPM_FACT table (for example, when converting from a nonpartitioned to a partitioned database), the START_DATE_TIME_KEY is now part of the composite primary key for the GPM_FACT table in nonpartitioned as well as partitioned databases.

New in Release 8.5.010.16

New in Release 8.5.010

  • To enable customers to comply with General Data Protection Regulation (GDPR) Right to Access (export) or Right of Erasure ("forget") requests from their customers ("consumers"), Genesys Info Mart exports or redacts customer-specified personally identifiable information (PII) stored in Info Mart fact tables. New control tables (CTL_GDPR_HISTORY, CTL_GDPR_HWM, CTL_KEY_TO_CAF_MAPPING) and a number of new temporary (TMP_*) tables support this functionality. The CTL_GDPR_HISTORY table reports the actual PII data that was requested for export or was redacted because of a "forget" request.
  • In future releases, Genesys Info Mart will support obtaining data from data streams that do not go through Interaction Concentrator. In preparation for future support of these alternative data channels, the following schema changes have been made:
    • A new column in the CTL_TRANSFORM_HISTORY table, HWM_VALUE2, provides supplemental information for HWMs that might require nonnumeric values for context.
    • In Microsoft SQL Server deployments, the data types of some columns in a number of dimension tables have changed, to support Unicode characters in both single- and multi-language databases. For full details, see the Physical Data Model for Microsoft SQL Server.

New in Release 8.5.009.20

  • New tables and columns, which are defined in the database-creation scripts (make_gim.sql, make_gim_partitioned.sql, make_gim_multilang.sql, or make_gim_multilang_partitioned.sql), extend support for Callback reporting by providing more data about dialing attempts and dial results.
    • Two new dimension tables, CALLBACK_DIAL_RESULTS and CALLBACK_DIM_4, have been added.
    • The following columns have been added to the CALLBACK_FACT table:
      CALLBACK_DIAL_RESULTS_KEY
      CALLBACK_DIM_4_KEY
      CUSTOMER_ANI
      DIAL_1_TS through DIAL_5_TS
      EWT_THRESHOLD_WHEN_OFFERED
      EWT_WHEN_LAST_DIAL
      EWT_WHEN_REJECTED
      FIRST_OUT_IXN_ID
      LAST_OUT_IXN_ID
      ORIGINATION_IXN_ID
      ORS_SESSION_ID
      POS_WHEN_LAST_DIAL
      PRIORITY_WHEN_A_CONNECTED
      PRIORITY_WHEN_C_CONNECTED
      PRIORITY_WHEN_CB_ACCEPTED
      SERVICE_END_TS
      WAITED_BEFORE_OFFER_TIME

    The columns are populated with actual data when you use a Genesys Mobile Services (GMS) release that provides the required user data KVPs. For more information about the KVPs that GMS supports, see Genesys Mobile Services (GMS) — for Callback in the Genesys Info Mart Deployment Guide.

    Important
    If you use the Data Export feature, ensure that you modify your target database schema and import processing to match the Info Mart schema changes.
  • The index I_GPM_FACT_SDT, on the START_DATE_TIME_KEY in the GPM_FACT table, is now defined for partitioned databases. The index improves the performance of queries that are bounded by time. Previously, the index was added to the GPM_FACT table in the schema-creation script for nonpartitioned databases (make_gim.sql), but not in the script for partitioned databases (make_gim_partitioned.sql).

New in Release 8.5.009

  • In premise deployments, Genesys Info Mart now supports reporting on Genesys Predictive Routing (GPR) usage and the impact of predictive routing on agent and interaction-handling KPIs for voice, web, and mobile channels. The following new GPM_* tables in the Info Mart schema store GPR-related data:
  • Audit keys were added to the CTL_TRANSFORM_HWM and CTL_TRANSFORM_HISTORY control tables, as well as to a number of staging tables.

New in Release 8.5.008.29

  • The following new SDR_* fact and dimension tables, which are defined in the database-creation scripts (make_gim.sql, make_gim_partitioned.sql, make_gim_multilang.sql, or make_gim_multilang_partitioned.sql), have been added:
  • In deployments that support Session Detail Record (SDR) reporting, the way Genesys Info Mart stores URL values in the SDR_EXT_HTTP_REST table has changed. For more information, see SDR_EXT_HTTP_REST.URL.

New in Release 8.5.008

  • The following changes have been made to CALLBACK_FACT columns: The data type of DS_AUDIT_KEY has been increased from 10 to 19 digits; a default value (0) has been added for LAST_CALLBACK_OFFERED_TS.
  • Additional schema changes support reporting on interaction flows that involve applications developed with Genesys Designer. (Support for Genesys Designer is available in certain Genesys Engage cloud implementations.) In particular:
    • The following new column has been added to the previously implemented SDR_* fact and dimension tables: SDR_CALL_TYPE.MEDIA_TYPE.
    • The following SDR_USER_INPUTS_FACT columns have been modified: START_TS_MS is no longer mandatory; UTTERANCE and INTERPRETATION have been increased to 512 chars.
  • To support internal performance improvements, additional fields have been added to indexes in the GIDB_GC_* tables.

New in Release 8.5.007

  • In deployments that use ICON 8.1.512.08 or higher, Genesys Info Mart now supports storage of e-mail subjects up to 1024 characters. The data type for INTERACTION_FACT.SUBJECT has been extended from 255 to 1024 characters to accommodate this enhancement. You can also store up to 1024 characters in fields with character data types in custom user data fact tables, as defined now in the user-data template scripts (make_gim_UDE_template*.sql). Previously, the limit was 255 characters.
  • Genesys Info Mart support for data storage in multiple languages has been extended to Microsoft SQL Server. A new database-creation script (make_gim_multilang.sql or make_gim_multilang_partitioned.sql) uses nvarchar instead of varchar data types to enable you to take advantage of Unicode characters in Microsoft SQL Server deployments, provided that ICON and Genesys Configuration Layer components have been configured as required (see Configuring for Multi-Language Support in the Interaction Concentrator Deployment Guide). Note that in the Unicode schema certain internally used fields, such as CTL_UD_TO_UDE_MAPPING.UDE_TABLE_NAME, retain the varchar data type.
    Important
    There is no migration path from an existing Info Mart database to a Unicode one. Contact Genesys Customer Care if you need assistance with data transfer.
  • Additional schema changes support reporting on interaction flows that involve applications developed with Genesys Designer. (Support for Genesys Designer is available in certain Genesys Engage cloud implementations.) In particular:
    • The following new SDR_* fact and dimension tables, which are defined in the make_gim.sql and make_gim_partitioned.sql scripts, have been added: SDR_ACTIVITIES_FACT, SDR_ACTIVITY, SDR_SURVEY_I1, SDR_SURVEY_I2, SDR_SURVEY_QUESTIONS_I1, SDR_SURVEY_QUESTIONS_I2, SDR_SURVEY_QUESTIONS_S1, SDR_SURVEY_QUESTIONS_S2, SDR_SURVEY_S1, SDR_SURVEY_S2, SDR_SURVEY_SCORES, SDR_SURVEY_STATUS.
    • The following new columns have been added to the previously implemented SDR_* fact and dimension tables: SDR_CALL_DISPOSITION.FINAL_DISPOSITION, SDR_SESSION_FACT.SDR_SURVEY_QUESTIONS_I1_KEY, SDR_SESSION_FACT.SDR_SURVEY_QUESTIONS_I2_KEY, SDR_SESSION_FACT.SDR_SURVEY_QUESTIONS_S1_KEY, SDR_SESSION_FACT.SDR_SURVEY_QUESTIONS_S2_KEY, SDR_SURVEY_STATUS.OFFER.

New in Release 8.5.006

  • A new propagation rule, IRF_ROUTE, enhances the flexibility of user-data reporting with the capability to store the final KVP value that is present during mediation, regardless of whether the call is abandoned in mediation or delivered to a handling resource (where additional changes might be made to the key’s value).
  • A new column, TARGET_ADDRESS, has been added to the INTERACTION_RESOURCE_FACT (IRF) table. For voice interactions, if the IRF row represents a resource initiating an interaction or consultation, this column contains the target media address that received the interaction or consultation; otherwise, a null value is recorded in this column.
  • In eServices outbound scenarios where an outbound interaction is originated outside the scope of eServices (for example, by OCS) and is placed into an Interaction Queue, an IRF record is now created when a strategy handles and completes the interaction without agent involvement. When user data changes initiated by the strategy are reported, they are associated with the new IRF record.

New in Release 8.5.005

  • Following the initial 8.5.005 release, starting with release 8.5.005.20, a new table, SDR_SURVEY_TRANSCRIPT_FACT, has been added to the schema to support survey transcription data.
  • Genesys Info Mart now supports reporting on Genesys Callback activity on voice, web, or mobile channels, in deployments with Genesys Mobile Services (GMS). Genesys Info Mart support for Genesys Callback reporting is provided out-of-box.

    Callback applications provide Callback-related data that Genesys Info Mart processes and stores in dedicated tables, which were initially introduced in an earlier Genesys Info Mart release:

    Additionally, new values have been added to the following columns in conjunction with Callback support implementation:

    • OUTBOUNDCALLBACK in the INTERACTION_TYPE.INTERACTION_SUBTYPE column
    • DEFERRED and INCOMPLETE in the TECHNICAL_DESCRIPTOR.TECHNICAL_RESULT column
    • CALLBACKACCEPTED in the TECHNICAL_DESCRIPTOR.RESULT_REASON column

    Genesys Callback reporting requires Interaction Concentrator 8.1.500.04 or higher and GMS 8.5.102.11 or higher, with Genesys Callback properly configured. For links to more information about configuring GMS, ICON, and other components to support Genesys Callback reporting, see the Genesys Info Mart Deployment Guide.

  • Additional schema changes support reporting on interaction flows that involve applications developed with Genesys Designer. (Support for Genesys Designer is available in certain Genesys Engage cloud implementations.) In particular:
    • The following new SDR_* fact and dimension tables, which are defined in the make_gim.sql and make_gim_partitioned.sql scripts, have been added: SDR_CUST_ATRIBUTES, SDR_CUST_ATRIBUTES_FACT, SDR_SURVEY_I1, SDR_SURVEY_I2, SDR_SURVEY_S1, SDR_SURVEY_S2, SDR_SURVEY_STATUS, SDR_SURVEY_SCORES.

New in Release 8.5.004

  • Genesys Info Mart now supports reporting on how much time a particular interaction was in focus (that is, actively being processed) on the agent desktop. Two new columns, FOCUS_TIME_COUNT and FOCUS_TIME_DURATION in the INTERACTION_RESOURCE_FACT (IRF) table, store focus time data. This functionality requires Workspace Desktop Edition (WDE) release 8.5.112.08 or higher and Interaction Concentrator release 8.1.507.06 or higher.
  • Genesys Info Mart now stores data that enables you to determine who ended a chat session. If a customer leaves the chat session before the agent, a new flag, called CUSTOMER_LEFT_FIRST, is added to the ANCHOR_FLAGS dimension and is set in the IRF.ANCHOR_FLAGS_KEY field. For conference calls, the flag is set for each IRF record that is active when the customer left the chat session. The time when the customer left the chat, or the time when the agent stopped the chat session is stored in the IRF.IRF_ANCHOR_TS column. (IRF_ANCHOR_TS is the new name for the column that was called IRF_ANCHOR_SENT_TS in release 8.5.003 and IRF_ANCHOR_DATE_TIME_KEY prior to that.) The IRF_ANCHOR_TS column is populated in each IRF record that is active when the customer leaves the chat session. To support this functionality, Interaction Concentrator release 8.1.507.06 or higher is required.
  • In Outbound VoIP environments, with Outbound Contact campaigns running in an Active Switching Matrix (ASM) dialing mode, the time that the engaged agent is waiting to be connected to the customer (ASM engage duration) is now reported separately from regular talk time, if so configured. Two new columns, ASM_COUNT and ASM_ENGAGE_DURATION in the IRF table, are populated based on the setting for the new configuration option, populate-irf-asm-engage-duration. (The default option value is false.) Genesys Info Mart requires that OCS attaches a special KVP, GSW_CALL_TYPE="ENGAGING", to identify engaging calls.
  • To improve processing of user data that is attached during mediation, a new column, USERDATA_FLAG, has been added to the MEDIATION_SEGMENT_FACT (MSF) table. This flag facilitates an unambiguous join between the MSF and fact extension tables to retrieve correct user data that is attached during mediation.
  • The field IRF.LAST_INTERACTION_RESOURCE is now supported for all media types. Release 8.5.003 supported this field only for voice interactions. Prior to release 8.5.003, this field was reserved.
  • Starting with release 8.5.003.17, to distinguish an agent from other persons in a contact center, a newly introduced value, Person, is set in the RESOURCE_.RESOURCE_SUBTYPE column for any persons who are not agents. The previously existing value, Agent, is now used in the RESOURCE_.RESOURCE_SUBTYPE column only to identify Agents (that is, the resources for whom the IsAgent flag is set in the Person configuration object). Both subtypes are associated with the Agent resource type that is stored in the RESOURCE_.RESOURCE_TYPE column.

New in Release 8.5.003

  • To enhance Tenant metrics to include active multimedia interactions that have not yet been handled, two new columns, ANCHOR_ID and ANCHOR_SDT_KEY, are added to the INTERACTION_FACT table. Values in these columns are derived as follows:
    • For interactions that have been completed or handled, Genesys Info Mart populates the value of ANCHOR_ID based on the INTERACTION_RESOURCE_ID of the INTERACTION_RESOURCE_FACT (IRF) record with IRF_ANCHOR = 1. The ANCHOR_SDT_KEY value in this case equals the START_DATE_TIME_KEY of the same IRF record.
    • For active multimedia interactions that have not yet reached a handling resource (that is, are still in mediation), Genesys Info Mart populates the value of ANCHOR_ID based on the MEDIATION_SEGMENT_ID of the MEDIATION_SEGMENT_FACT (MSF) record for the most recent mediation DN. The ANCHOR_SDT_KEY value in this case equals the START_DATE_TIME_KEY of the same MSF record.
  • To enable Unicode characters support on Oracle databases, the fields with the varchar data types now use the explicit CHAR character length semantics.
  • To accommodate additional custom record fields with high cardinality values, 20 new columns (RECORD_FIELD_41 through RECORD_FIELD_60) of the varchar data type are added to the CONTACT_ATTEMPT_FACT table.
  • A new column, CREATE_AUDIT_KEY, has been added to the SM_MEDIA_NEUTRAL_STATE_FACT table.
  • In the INTERACTION_RESOURCE_FACT table, the name of the IRF_ANCHOR_DATE_TIME_KEY column is changed to IRF_ANCHOR_SENT_TS.
  • A previously reserved field, LAST_INTERACTION_RESOURCE, in the INTERACTION_RESOURCE_FACT table is now populated for voice interactions.
  • New combinations in the TECHNICAL_DESCRIPTOR table are added for multimedia online interactions that are placed into archive queues.
    • Completed/Archived/InConference/Unspecified
    • Completed/Archived/InConference/ConferenceInitiator
    • Completed/Archived/InConference/ConferenceJoined
    • Completed/Archived/InitiatedConsult/Unspecified
    • Completed/Archived/ReceivedConsult/Unspecified
    • Completed/Archived/ReceivedRequest/Unspecified
    • Completed/Canceled/InConference/Unspecified
    • Completed/Canceled/InConference/ConferenceInitiator
    • Completed/Canceled/InConference/ConferenceJoined
    • Completed/Canceled/InitiatedConsult/Unspecified
    • Completed/Canceled/ReceivedConsult/Unspecified
    • Completed/Canceled/ReceivedRequest/Unspecified
  • Subsequent to the changes that were originally introduced in release 8.1.402, this release includes additional schema changes to prepare for support of additional interaction flows, such as the Voice Callback feature of Genesys Mobile Services.
    • PUSH_DELIVERY_CONFIRMED_TS field has been added to the CALLBACK_FACT table.
    • CUSTOMER_READY_TO_START_IXN_TS field has been added to the CALLBACK_FACT table.
    • DESIRED_TIME field in the CALLBACK_FACT table has been renamed to DESIRED_TIME_TS.
    • A constraint, NOT NULL, has been added for the DESIRED_TIME_TS field (with a default value of 0).
  • For the deployments that rely on Genesys Info Mart for reporting on Post-Call Survey user data, new tables can be added to the Info Mart installation database by using the appropriate post-call survey script (make_gim_post_call_survey.sql, make_gim_post_call_survey_partitioned.sql, make_gim_post_call_survey_multilang.sql, or make_gim_post_call_survey_multilang_partitioned.sql).


New in Release 8.5.002

  • To support reporting on media-neutral agent states, a new fact table, SM_MEDIA_NEUTRAL_STATE_FACT, stores the summarized states for each agent across all media. Population of the table is controlled by a new configuration option, populate-media-neutral-sm-facts. Priority of agent states relative to each other is controlled with an existing configuration option, sm-resource-state-priority.
  • To provide Call Detail Record (CDR) data, a new database view, CDR, has been added to the Info Mart schema. The CDR view is based on the INTERACTION_RESOURCE_FACT table and MEDIA_TYPE, INTERACTION_TYPE, RESOURCE_, TECHNICAL_DESCRIPTOR, and DATE_TIME dimension tables. The DATE_TIME dimension is presented as a new CDR_DATE_TIME view, for purposes of CDR data reporting.

New in Release 8.5.001

  • To assist in exporting and archiving data, audit keys (CREATE_AUDIT_KEY and UPDATE_AUDIT_KEY) have been added to user-data fact extension tables:
    • IRF_USER_DATA_CUST_1
    • IRF_USER_DATA_GEN_1
    • IRF_USER_DATA_KEYS
  • To improve performance for downstream reporting applications, organization of the user-data fact and dimension tables has been changed to a clustered model (referred to as index-organized in Oracle).
  • A new role reason and technical result reason, IntroducedTransfer, identify IRFs for agents involved in an introduced transfer. For information about when a conference qualifies as an introduced transfer, see the description of the new configuration option, introduced-transfer-threshold.
  • A new interaction subtype, InternalConferenceInvite, supports simplified, more meaningful reporting on chat conferences or consultations through a queue, by identifying the subordinate interactions that the agent desktop uses to implement the interaction flow.
  • Support for reporting on chat consultations affects the population of various IRF metrics. For more information, see IRF details in the section about documentation changes.
  • Population of thread-related columns in the ANCHOR_FLAGS table is no longer enabled by default. A new configuration option, populate-thread-facts, controls whether thread-related metrics will be populated. Enabling this functionality might negatively impact Genesys Info Mart performance.
  • The initial 8.5.001 release includes schema and configuration changes to prepare Genesys Info Mart to support reporting on interaction flows that involve applications developed with Genesys Designer. In addition, release 8.1.402.07 included schema and configuration changes to prepare Genesys Info Mart to support additional interaction flows, such as the Voice Callback feature of Genesys Mobile Services. The following observable changes in the Info Mart schema support functionality in a future release:
    • New SDR_* fact and dimension tables
    • A new CALLBACK_FACT table and new callback dimension tables (CALLBACK_DIM_1, CALLBACK_DIM_2, CALLBACK_DIM_3)
    • User data mapping for additional KVPs
This page was last edited on December 20, 2019, at 23:40.

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