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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.

Genesys CX Insights has replaced Genesys Interactive Insights (GI2) as the historical reporting presentation layer. See also Genesys Info Mart and Reporting and Analytics Aggregates (RAA).



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 serves as the primary source of data for the Genesys CX Insights (GCXI) historical reports. RAA is required for Genesys CX Insights, and was required for the now-deprecated 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 9.0 User’s Guide

Welcome to the Reporting and Analytics Aggregates User's Guide. This document introduces you to Reporting and Analytics Aggregates (RAA), which is the aggregation layer of Genesys Info Mart—how it functions, how to invoke and stop it, how to configure custom user data, and how to troubleshoot it. This guide is valid only for the 9.0.x releases of RAA.

About Reporting and Analytics Aggregates

RAA 9.0 provides the mechanism for creating, maintaining, and populating a subset of tables and views in a Genesys Info Mart 8.5 database that provide aggregated data of contact center operations for reporting and analytical purposes. This aggregation layer is both an optional component of the Genesys Info Mart 8.5 product and a necessary and transparent component of Genesys Customer Experience Insights (GCXI) 9.0.

This page was last edited on January 8, 2021, at 18:25.
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