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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.



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 GI2 and Genesys CX Insights reports. RAA is required for GI2 and Genesys CX Insights 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 both Genesys Info Mart–only environments and environments that contains both Genesys Info Mart and 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. 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.
[+] Show Procedure (Preparing the Aggregation Environment)

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.

[+] Show Procedure (Importing Aggregation Options)

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. Furthermore, the aggregation engine creates new columns as needed for any new measures that are introduced in future RAA releases and hot fixes. The same is not necessarily true, however, for future Genesys Info Mart future releases and hot fixes, and under some circumstances, you must recreate RAA schema views. (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 upgrades and hot fixes, 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 upgrade or hot fix changes its own table structures.

[+] Show Procedure (Recreating RAA Schema Views)

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.

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This page was last modified on June 16, 2016, at 04:29.