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Genesys Interactive Insights

Also known as GI2. A presentation layer that extracts data from the 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 Genesys CX Insights. See also Genesys Info Mart, Reporting and Analytics Aggregates (RAA), and Genesys CX Insights (GCXI).



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

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).



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

Reporting And Analytics Aggregates

Also known as RAA. An optional Genesys Info Mart process that creates and populates predefined aggregation tables and views within an Info Mart database. RAA aggregation tables and views provide the metrics that summarize contact center activity to facilitate reporting, and serve as the primary source of data for the Genesys CX Insights (GCXI) and Genesys Interactive Insights (GI2) historical reports. RAA is required for Genesys CX Insights and GI2 environments.



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

After Installation, What Additional Steps Do I Perform?

After you install Reporting and Analytics Aggregates (RAA), there are additional tasks that you must complete to prepare your environment for aggregation. These steps apply to environments that include only Genesys Info Mart, as well as environments that also include either Genesys CX Insights (GCXI) or Genesys Interactive Insights (GI2). This page describes these tasks, as follows:

How Do I Prepare the Environment for Aggregation?

To make the aggregation layer available to the Genesys Info Mart Server, you must copy files that are deployed by the RAA installation routine into the Genesys Info Mart root folder, and ensure that the GIM_EXT_LIBS environment variable points to the aggregation Java archive. You must also ensure that the JDBC driver version configured for the aggregation process to use is consistent with Genesys Info Mart requirements. Both Genesys Info Mart and GI2 audiences must perform these actions. Aggregation becomes seamless for GI2 users only after all setup has been completed and aggregation starts for the first time.

Tip
The aggregation process can function from locations other than the Genesys Info Mart root directory. However, to facilitate troubleshooting, Genesys recommends that it be positioned there. The remaining preparatory steps presume this location.

The following two procedures describe the steps you must perform:

Procedure: Preparing the Aggregation Environment

Purpose: Follow the steps in this procedure to change the location of the \agg subdirectory to the recommended location.

Steps

  1. From the appropriate directory (either the GI2 root directory or the RAA root directory) move (or copy) the \agg subdirectory and its contents to the Genesys Info Mart installation root directory, if it does not already exist there.
  2. (Microsoft Windows only) From the Genesys Info Mart root directory, open the gim_etl_paths.bat batch file and add the following line to the bottom of the section that sets the GIM_EXT_LIBS environment variable, if it is not already present:
    set GIM_EXT_LIBS=%GIM_EXT_LIBS%;./agg/GIMAgg.jar
    Close and save the file.
  3. (UNIX only) From the Genesys Info Mart root directory, open the gim_etl_paths file and add the following line to the bottom of the section that sets the GIM_EXT_LIBS environment variable, if it is not already present:
    GIM_EXT_LIBS="${GIM_EXT_LIBS}:./agg/GIMAgg.jar”
    Close and save the file.
    Tip
    The gim_etl_paths file and gim_etl_paths.bat file are deployed by the Genesys Info Mart installation routine.
  4. If it is running, restart the Genesys Info Mart application so that it picks up environment changes and is aware of the GIMAgg.jar archive.

Procedure: Configuring the JDBC Driver for RAA

Purpose: To create a symbolic link to supersede the default JDBC driver configuration in RAA, to ensure consistency with Genesys Info Mart JDBC driver requirements.

The procedure creates a symbolic link in the RAA installation directory pointing to the desired .jar file you installed for Genesys Info Mart in the JDBC installation directory. The name of the symbolic link must be the path to the applicable library in the installation directory, with the path ending in one of the following RDBMS-specific symbolic link identifiers:

  • jdbc_driver_mssql
  • jdbc_driver_oracle
  • jdbc_driver_postgre

For details about the applicable library path, see step 2, below.

Perform this procedure after you first install RAA and every time the JDBC driver version for Genesys Info Mart is subsequently changed. You must also repeat this procedure after RAA migration, to re-create the symbolic link in the applicable library.

Prerequisites

Steps

  1. Verify that a symbolic link with the link name specified in step 2 does not already exist in the agg\lib directory. If necessary, delete existing symbolic links.
  2. Create a symbolic link (symlink) to the .jar file installed for Genesys Info Mart use in the JDBC installation directory.
     
    On Windows
    In a command window, execute the following command:
    mklink C:\<gim_etl-installation-path>\agg\lib\jdbc_driver_<RDBMS> C:\<jdbc-driver-dir>\<jar>
    where:
    • <gim_etl-installation-path> is the fully qualified path to the directory that contains the lib, resources, and sql_scripts subdirectories from the Genesys Info Mart IP and the agg subdirectory from the RAA IP. The path must include the applicable SystemDrive or HomeDrive designations.
    • jdbc_driver_<RDBMS> is the RDBMS-specific identifier for the link, as described above.
    • <jdbc-driver-dir> is the fully qualified path where you installed the JDBC driver for Genesys Info Mart. The path must include the applicable SystemDrive or HomeDrive designations.
    • <jar> is the name of the .jar file for the driver version you installed for Genesys Info Mart.
    Windows Example
    After the following command is executed:
    C:\>mklink C:\Genesys\gcti\GIM\agg\lib\jdbc_driver_mssql C:\Genesys\JDBC\mssql-jdbc-6.2.2.jre8.jar
    the C:\Genesys\gcti\GIM\agg\lib directory will include a symlink named jdbc_driver_mssql pointing to mssql-jdbc-6.2.2.jre8.jar in the C:\Genesys\JDBC directory.
     
    On UNIX
    In a command window, execute the following command:
    ln -s /<jdbc-driver-dir>/<jar>  /<gim_etl-installation-path>/agg/lib/jdbc_driver_<RDBMS>
    where:
    • <jdbc-driver-dir> is the fully qualified path where you installed the JDBC driver for Genesys Info Mart. The path must include the root directory.
    • <jar> is the name of the .jar file for the driver version you installed for Genesys Info Mart.
    • <gim_etl-installation-path> is the fully qualified path to the directory that contains the lib, resources, and sql_scripts subdirectories from the Genesys Info Mart IP and the agg subdirectory from the RAA IP. The path must include the root directory.
    • jdbc_driver_<RDBMS> is the RDBMS-specific identifier for the link, as described above.
    UNIX Example
    After the following command is executed:
    $ ln -s /genesys/jdbc/ojdbc7-12.1.0.2.0.jar  /genesys/gim/agg/lib/jdbc_driver_oracle
    the /genesys/gim/agg/lib directory will include a symlink named jdbc_driver_oracle pointing to ojdbc7-12.1.0.2.0.jar in the /genesys/jdbc directory.
  3. Confirm that the JDBC driver version (in other words, the name of the .jar file) specified in the CLASSPATH matches the version you specified when you created the symbolic link.
  4. Start or restart LCA (if applicable), the Genesys Info Mart application, and the aggregation process. If you are upgrading the JDBC driver during runtime, suspend the ETL and aggregation schedules and ensure that all currently running jobs have completed before you initiate the switchover to the new environment settings.

Next Steps

After the next run of the aggregation job, check the gim_etl.log to verify that the correct JDBC driver version is being used.

How Do I Configure Aggregation Options?

The RAA installation routine deploys a configuration file—gim_agg_ application_options.cfg—to the \agg subdirectory. This file contains the requisite configuration sections and options for running the aggregation process. This file also supplies default values for those options. All options contained in this file, and their defaults, are described in How Do I Configure Genesys Info Mart for Aggregation?.

Within Configuration Manager, you can import the contents of this file to an existing Genesys Info Mart application (or to the Genesys Info Mart application template) to engage the aggregation process. After they are imported, the values of options in the configuration file might overwrite those that might already be set in your Genesys Info Mart application object. Before you execute the following procedure to import the options, study the differences so that your application will continue to behave as expected, following importation.

Procedure: Importing Aggregation Options

Purpose: To import RAA aggregation settings into the Genesys Info Mart application.

Steps

  1. From Configuration Manager, open the properties of the targeted Genesys Info Mart application and click Export to Configuration File to back up your current configuration. Save the file to a location of your choosing.
  2. Click the Import from Configuration File button and navigate to the \agg subdirectory.
  3. Select gim_agg_application_options.cfg, and click Open.
  4. When Configuration Manager prompts you to overwrite the existing configuration, click No.
    Important
    Selecting Yes would wipe out the current configuration and replace it with the contents of the imported file.

    When you select No, Configuration Manager imports the sections and options that are defined in the configuration file so that they coexist with the current configuration.

    Tip
    The gim_agg_application_options.cfg file does not contain the full default Genesys Info Mart configuration that is offered by the Genesys Info Mart application template. This configuration file contains only a small subset of options that are required for running the aggregation process.
  5. Resolving Option Differences in Configuration
  6. Where the same options exist in both the configuration file and the current configuration, and where the values of these options differ, Configuration Manager prompts you to choose the preferred value, as shown in the Figure Resolving Option Differences in Configuration. Click Yes or No, as appropriate.
  7. After you have resolved differences in configuration option values, select OK to save the configuration and close the application properties.

Next Steps

The options are now defined within your Genesys Info Mart application and will take effect during the next run of the appropriate Genesys Info Mart job. (The moment at which changes take effect is described for each option in How Do I Configure Genesys Info Mart for Aggregation?.)

Fine-Tuning RAA Configuration

After you have imported the requisite aggregation options, you should tailor thresholds (such as the speed-of-accept, abandon-delay, short-abandoned, and short-talk thresholds) and other aggregation-related options to meet business objectives. These options are described in How Do I Configure Genesys Info Mart for Aggregation?.

How Do I Set Up Attached Data?

If you have configured custom dimensions in Info Mart that you want the aggregation process to recognize during aggregations, you must create the user-data-map.ss file and save it to the Genesys Info Mart root folder. Use this file to map hierarchies to your custom dimensions.

The user-data-map.ss file maps the USER_DATA_KEY1 and USER_DATA_KEY2 columns in following hierarchies to your custom dimensions:

  • H_AGENT
  • H_AGENT_CAMPAIGN
  • H_AGENT_QUEUE
  • H_CAMPAIGN
  • H_ID
  • H_QUEUE
  • H_QUEUE_ABN
  • H_QUEUE_ACC_AGENT

For more information about the format of the user-data-map.ss file, or for descriptions of the hierarchies, see the Reporting and Analytics Aggregates User’s Guide.

How Do I Set Up the Database?

Running the aggregation creates all aggregation-related tables and views in Info Mart. All supporting database objects, including the internal queue—PENDING_AGR (consisting of data to be aggregated), are also created. The aggregation engine creates new columns as needed for any new measures that are introduced in future RAA releases, however this may not always be the case for future Genesys Info Mart releases. Therefore, under some circumstances, you must recreate RAA schema views following Genesys Info Mart updates. (Refer to the next section, How Do I Recreate Schema Views?.)

In autonomous mode, invoke the aggregation process as described in the Reporting and Analytics Aggregates User’s Guide. In integrated mode, you invoke the aggregation process from the Genesys Info Mart Manager, which is described in the Genesys Info Mart Operations Guide. The modes of operation for the aggregation process are described in the Reporting and Analytics Aggregates User’s Guide.

How Do I Recreate RAA Schema Views?

In many cases, you won't need to recreate schema views. When aggregation first starts up, RAA creates GI2-specific views (within its main schema) for accessing certain Genesys Info Mart data. Among these views are:

  • All *_GI2 views, such as SM_RES_SESSION_FACT_GI2 and INTERACTION_ TYPE_GI2. These views supplement the corresponding Genesys Info Mart fact tables with timestamp information in the Genesys Info Mart-default time zone.
  • The TODAY and RELATIVE_RANGE views—which help the GI2 reports align Genesys Info Mart data with various time intervals in the Genesys Info Mart-default time zone.
  • GI2_CONSTANTS, which helps population of certain GI2 prompts.

For regular RAA or GI2 updates, whenever necessary—that is, whenever the structures of the underlying Info Mart tables change—RAA automatically re-creates these views. This event occurs upon invocation, when RAA detects that the GI2 SCHEMA_VERSION field in the CTL_SCHEMA_INFO Info Mart table is not current.

There are some other circumstances, however, in which you must explicitly manipulate this value in order to trigger RAA view re-creation; for example when the rollout of a Genesys Info Mart update changes its own table structures.

Procedure: Recreating RAA Schema Views

Purpose: To instruct RAA to re-create GI2-specific schema views upon the next invocation.

Steps

  1. Stop Genesys Info Mart.
  2. Clear the Interactive Insights schema version by issuing one of the following pieces of code against Info Mart where RAA has been deployed.
    • For Oracle—Setting SCHEMA_VERSION to “0clean”
      MERGE INTO CTL_SCHEMA_INFO d
      USING (SELECT 'Interactive Insights' SCHEMA_NAME
          FROM dual ) s
      ON ( d.SCHEMA_NAME = 'Interactive Insights' )
      WHEN MATCHED THEN
      UPDATE
      SET d.SCHEMA_VERSION = '0clean'
      WHEN NOT MATCHED THEN
      INSERT (
              d.SCHEMA_NAME,
              d.SCHEMA_VERSION )
          VALUES (
              'Interactive Insights',
              '0clean' );

      COMMIT;
    • For Microsoft SQL—Setting SCHEMA_VERSION to “0clean”
      begin transaction;
      DELETE FROM CTL_SCHEMA_INFO
      WHERE SCHEMA_NAME = 'Interactive Insights';

      INSERT
      INTO CTL_SCHEMA_INFO
          ( SCHEMA_NAME,
            SCHEMA_VERSION )
          VALUES (
              'Interactive Insights',
              '0clean' );

      COMMIT transaction;

Additional Steps for Multi-tenant Environments

In multi-tenant environments, an additional set of views is used for tenant- and time-zone-specific data. RAA adds these additional views (prefaced AGR_ALIAS_n, where n is a random number) to its main schema. Each tenant schema includes:

  • Tenant-specific views of all aggregated data (AG2_*), which are built from the AGR_ALIAS_n views.
  • The tenant’s own set of *_GI2, TODAY, RELATIVE_RANGE, and GI2_CONSTANTS views.

You must update tenant aliases whenever RAA recreates GI2-specific schema views. Refer to the Reporting and Analytics Aggregates User’s Guide for more information about updating tenant aliases.

Finally, Genesys Info Mart also maintains main schema views and tenant views of Genesys Info Mart-only data. You update these views whenever the Genesys Info Mart table structures change. Refer to the Genesys Info Mart documentation for this information.

This page was last modified on April 17, 2019, at 13:16.

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