Interaction Concentrator
Also known as ICON. A Genesys product that collects and stores detailed data from various sources in a contact center that is empowered by using Genesys software. Downstream reporting systems can access Interaction Concentrator data in near–real time.
Operating on top of Genesys Framework, the product consists of a server application that is called ICON and a database that is called Interaction Database (IDB). The server receives data from data sources such as Configuration Server, T-Server, or particular Genesys solutions; it then stores this data in IDB by using Genesys DB Server.
Glossary
chunk-size-seconds
Section: gim-export
Default Value: 86400
Valid Values: Any positive integer
Changes Take Effect: On the next run of Job_ExportGIM
Dependencies: None
Introduced: 8.5.005
Specifies the size of the time interval, in seconds, for which data is exported in each job.
ud-io-parallelism
Section: gim-transformation
Default Value: 5
Valid Values: Any positive integer
Changes Take Effect: At the next run of Job_TransformGIM
Dependencies: None
Starting with release 8.1.1, specifies the number of parallel threads for user-data transformation. The optimal value of this option depends on DBMS tuning and available resources.
cp-reuse-count
Section: gim-etl
Default Value: -1
Valid Values: Any integer
Changes Take Effect: On restart of the Genesys Info Mart Server
Dependencies: None
Introduced: 8.5.015.07
Specifies the maximum number of times a database connection can be reused.
- -1 (default) or any negative integer — The number of times a connection can be reused is unlimited.
- 0 — Connections cannot be reused. Instead of returning to the pool, they will be closed after being used once.
- n>0 — A connection will be returned to the pool up to n times and then closed.
This option is typically used to periodically recycle connections in order to eliminate issues such as excessive memory growth on the DBMS side.
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.
8.5.015.07
Genesys Info Mart Release Notes
| Release Date | Release Type | Restrictions | AIX | Linux | Solaris | Windows |
|---|---|---|---|---|---|---|
| 04/06/20 | Update | X | X | X | X |
Contents
Helpful Links
Releases Info
Deployment Procedure
Product Documentation
Genesys Products
What's New
This release contains the following new features and enhancements:
- Outbound Contact reporting enhancement — A new configuration option, ocs-caf-aggregates-calls in the [gim-transformation] section, enables you to control whether Genesys Info Mart creates separate CONTACT_ATTEMPT_FACT (CAF) records or a single, aggregated CAF record for multiple call attempts dialed in the context of the same CALL_ATTEMPT_GUID. The default value of true creates a single, aggregated CAF record.
- Contrary to usual Genesys practice, the default value of true represents a change in Genesys Info Mart behavior, so as to improve compatibility with Genesys-provided aggregation and reports (Reporting and Analytics Aggregates [RAA] and Genesys CX Insights [GCXI]). (GIM-12618)
- Connection management enhancement — A new configuration option, cp-reuse-count in the [gim-etl] section of extraction and transformation DAPs, enables you to control connection-pooling behavior by specifying the number of times each connection can be reused. The default (-1) allows connections to be reused an unlimited number of times. (GIM-12650)
- Case-sensitive collation — For new deployments with Microsoft SQL Server, Genesys Info Mart now supports using a case-sensitive collation for the Info Mart database. If you want to use a case-sensitive collation in a deployment that includes Genesys-provided aggregation, you must use RAA release 8.5.011.02 or later. In scenarios where your existing Info Mart database was created with a case-insensitive collation and you want to consider using a case-sensitive Info Mart database instead, contact Customer Care for more information. (GIM-11551)
- Schema changes — The size of the SCRIPT column in the GIDB_GC_GROUP table has been increased from 255 to 1024 characters. However, the length of SCRIPT values remains effectively limited to 255 characters until ICON supports longer values in GC_GROUP.SCRIPT in IDB. For information about this and other schema changes, see the New in this Release section of the Genesys Info Mart Physical Data Model documentation for your RDBMS (Microsft SQL Server, PostgreSQL, or Oracle). (GIM-12627)
- Enhanced operating environment support — See the Genesys Info Mart and the Virtualization Platform Support pages in the Genesys Supported Operating Environment Reference Guide for detailed information and a list of all supported environments and databases. This release adds:
- Support for Windows Server 2019 (GIM-12358)
- Support for MS SQL Server 2019 (GIM-12358)
- Support for Microsoft Hyper-V Server 2019 (GIM-12358)
- Oracle 18c RAC database (GIM-12418)
- Support for Elasticsearch 7.x — Genesys Info Mart now supports Elasticsearch 7.x. (GIM-12375)
Resolved Issues
This release contains the following resolved issues:
Genesys Info Mart now correctly updates user data fact table fields in scenarios where late-arriving user data is processed for INTERACTION_RESOURCE_FACT records having different START_DATE_TIME_KEY values. Previously in such scenarios, the user data fact table fields for some of the Interaction Resource Fact (IRF) records may not have been updated. (GIM-12657)
On Oracle deployments, the transformation job no longer fails in scenarios where the ud-io-parallelism option in the [gim-transformation] section is configured with a value greater than 9. Previously in such scenarios, the transformation job stopped and produced the following error:
ORA-00972: identifier is too long(GIM-12646)
The transformation job now completes successfully in rare scenarios where data in GIDB interaction-related tables for multimedia has incorrect timestamps. Previously in such scenarios, the transformation job sometimes failed, generating an error describing a unique constraint violation exception on the TMP_ACTIVE_CALL2 table. (GIM-12643)
Genesys Info Mart now correctly populates CUSTOMER_* metrics in the IRF table in scenarios where:
- An Outbound Contact campaign is running in an Active Switching Matrix (ASM) dialing mode.
- The engaging call is routed cross-site to an agent.
- The agent is later successfully connected to a customer.
Previously in such scenarios, the CUSTOMER_* metrics for the agent IRF record sometimes contained values that included time that the agent spent in the engaging call. (GIM-12642)
Genesys Info Mart now reports a correct technical result of CustomerAbandoned/AbandonedWhileQueued in the IRF and Mediation Segment Fact (MSF) tables in Callback scenarios where:
- An agent participates in a successful callback media attempt.
- The agent later performs a single-step transfer to a routing point, where the call is abandoned by the customer.
Previously in such scenarios, the IRF record for the routing point was populated with an incorrect technical result of None, and if the call was in a virtual queue at the time it was abandoned, the MSF record for the virtual queue was populated with an incorrect technical result of Incomplete. (GIM-12628)
The transformation job now correctly populates interaction and agent activity facts for After Call Work (ACW) related to SIP chat interactions in scenarios where the ACW begins in one ETL cycle and is completed in a later ETL cycle. (GIM-12616)
Genesys Info Mart now correctly reports a value of 46 (STALE) in the CONTACT_ATTEMPT_FACT.CALL_RESULT_KEY field in scenarios where:
- An agent requests and receives a Preview Record.
- The period specified as the stale_clean_timeout elapses before the agent marks the interaction as Done, causing Outbound Contact Server (OCS) to update the call result record to 46 (STALE).
Previously in such scenarios, Genesys Info Mart incorrectly reported a value of 33 (ANSWER) for CONTACT_ATTEMPT_FACT.CALL_RESULT_KEY. (GIM-12598)
Genesys Info Mart no longer attributes agent time to Do Not Disturb (DND) states in scenarios where agents enter the DND state in a multimedia session prior to adding any media. DND time is reported only when it occurs within an agent session related to a media type.
Previously, in some scenarios where DND states occurred in multimedia sessions before the agent added any media, agent state population was affected, and Info Mart created a NOT_READY state and an additional summarized session for the NOT_READY state that did not occur within a media session. (GIM-12557)
For data with audit keys that have been purged from the CTL_AUDIT_LOG table, the export job now exports the data based on the time interval specified by the chunk-size-seconds configuration option in the [gim-export] section. Previously, this data was exported in a single chunk. (GIM-12553)
Upgrade Notes
Refer to the Deployment Procedure for this release to deploy the installation package within your environment.
Dependencies
- To enable all of the functionality provided in this release, Genesys Info Mart requires Interaction Concentrator (ICON) release 8.1.514.27 or higher. At a minimum, Genesys Info Mart release 8.5 requires Interaction Concentrator 8.1.100.36. For additional recommendations, see ICON Recommendations in the Known Issues and Recommendations section.
- Genesys recommends that you manage jobs using Genesys Info Mart Manager, but if you continue to use Genesys Info Mart Administration Console, Genesys recommends that you use Genesys Info Mart Administration Console release 8.1.3 or higher.
- Genesys Info Mart Manager release 8.5.010 requires Genesys Info Mart release 8.5.009 or higher. Genesys Info Mart release 8.5 is compatible with Genesys Info Mart Manager release 8.1.4 and higher.
- Genesys Info Mart Manager and Genesys Administrator Extension (GAX) interoperability requirements are reciprocal:
- Genesys Info Mart Manager release 8.5.010.02 and later requires GAX release 8.5.270.06, and vice versa.
- Genesys Info Mart Manager 8.5 releases earlier than 8.5.010 require GAX 8.5 releases earlier than GAX 8.5.270.06, and vice versa.