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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

How Do Subject Area Hierarchies Work?

This page provides diagrams that depict the Reporting and Analytics Aggregates (RAA) hierarchies (described in What is an Aggregation Hierarchy?). For a more technical discussion of each subject area, refer to the Reporting and Analytics Aggregates Reference Manual and the relevant Genesys Info Mart Reference Manual for descriptions of the dimension tables that are depicted on this page.

Important
Figures on this page are thumbnails. Click any of them to view a full-sized version.
  • [+] Subject Area for Business Attribute Aggregates
  • [+] Subject Area for Session State Aggregates
  • [+] Subject Area for State Reason Aggregates
  • [+] Subject Area for Queue Aggregates
  • [+] Subject Area for Queue Group Aggregates
  • [+] Subject Area for Abandoned-in-Queue Aggregates
  • [+] Subject Area for Speed-of-Accept Aggregates
  • [+] Subject Area for Agent Queue Aggregates
  • [+] Subject Area for Agent Campaign Aggregates
  • [+] Subject Area for Campaign Aggregates
  • [+] Subject Area for Agent Aggregates
  • [+] Subject Area for Agent Group Aggregates
  • [+] Subject Area for Agent Interval Aggregates

Aggregate Tables Bus Matrix

The following table summarizes the dimension tables that join to the aggregates in a bus matrix.

Dimension Tables
Hierarchies Calling List Campaign Date and Time Group Interaction Descriptor Interaction Type Media Type Reason Code Resource Resource Group Combination Resource State Tenant Time Range User Data Workbin
Business Attribute Activity Tenant
Sessions, States, State Reasons Session State
State Reason
Queue Activity Individual Queue
Abandoned in Queue
Speed of Accept
Queue Group
Agent Activity Agent-Queue Combination
Individual Agent
Agent Group
Agent Interval
Campaign Activity Agent
Contact Attempt

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This page was last modified on May 25, 2017, at 09:18.