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
show-non-queue-mediation-mm
Section: gim-transformation
Default Value: false
Valid Values: true, false
Changes Take Effect: On the next ETL cycle
Dependencies: None
Introduced: 8.5.007 (replaces expand-mediation-time-for-gapless)
In eServices deployments, controls whether all mediation time for multimedia interactions, even mediation time that does not occur within a queue, is represented by an MSF.
- false — MSFs for multimedia interactions are focused only on the portion of the mediation time that occurs in a queue, whether it is an Interaction Queue or a virtual queue. There may be gaps in time between MSFs, because the multimedia interaction may not be in a queue, or may not be in a queue that is represented in Genesys Info Mart with an MSF.
- true — Provided that there is an MSF for the first Interaction Queue in a mediation (which is true for mediation time of unhandled interactions), all mediation time for multimedia interactions that occurs after the first Interaction Queue, even mediation time that does not occur within a queue, is represented by one or more MSFs. Additional, non-queue MSFs are created for multimedia interactions to represent mediation time that occurs outside an Interaction Queue MSF — for example, mediation time that occurs after an MSF for an Interaction Queue, when a routing strategy is attempting to find a routing target without the use of a virtual queue.
link-msf-userdata
Section: gim-etl
Default Value: false
Valid Values: true, false
Changes Take Effect: On the next ETL cycle
Introduced: 8.1.2
Related Options: link-msf-userdata-voice and link-msf-userdata-mm
Specifies whether associated user data will be stored in mediation segment facts (MSFs) for interactions that are in mediation at this DN (in other words, in this queue), including user data for interactions that are not distributed to a handling resource after the mediation.
- true—MSFs will store associated user data.
- false—MSFs will not store associated user data.
encrypt-certificate
Section: gim-export
Default Value: No default value
Valid Values: Valid path and file name.
Changes Take Effect:
Dependencies: None
Introduced: 8.5.116.20
Specifies the full path and file name of the certificate Genesys Info Mart uses to encrypt exported ZIP files.
If the option is not specified (the default value), Genesys Info Mart does not encrypt the exported files.
ocs-allowed-lateness
Section: gim-transformation
Default Value: PT0S
Valid Values: ISO 8601 duration format
Changes Take Effect: On the next ETL cycle
Dependencies: None
Introduced: 8.5.116.20
Specifies how long Genesys Info Mart waits for late-arriving Outbound Contact data. Outbound Contact data (such as GO_METRICS) that arrives late, but within the specified limit, is processed during transformation.
8.5.116.20
Genesys Info Mart Release Notes
| Release Date | Release Type | Restrictions | AIX | Linux | Mac | Solaris | Windows |
|---|---|---|---|---|---|---|---|
| 11/04/21 | Update | 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:
- Transformation enhancements — A new configuration option, ocs-allowed-lateness, enables you to specify how long Genesys Info Mart waits for late-arriving outbound data. Outbound data (such as GO_METRICS) that arrives late but within the specified limit, is processed during transformation. (GIM-13553)
- Encryption of exported .zip files — Genesys Info Mart now supports encrypting the .zip files in your Data Export package. A new configuration option in the [gim-export] section, encrypt-certificate, enables you to specify the path to the certificate Genesys Info Mart uses when encrypting the exported .zip files. If the option is not specified (the default value), Genesys Info Mart does not encrypt the exported files. (GIM-13613)
Resolved Issues
This release contains the following resolved issues:
Genesys Info Mart now correctly uses default values to populate user data fields associated with INTERACTION_RESOURCE_FACT (IRF) and MEDIATION_SEGMENT_FACT (MSF) rows created for a mediation resource — such as an Interaction Queue or Strategy — in multimedia scenarios where:
- The configuration option link-msf-userdata is set to true for the mediation resource.
- User data associated with an MSF is updated to an invalid KVP value after the MSF row was initially created.
- The interaction later ends at the mediation resource.
Previously in such scenarios, the transformation job could fail. (GIM-13710)
The transformation job now correctly populates the RECEIVED_FROM_IXN_RESOURCE_ID field in the INTERACTION_RESOURCE_FACT (IRF) table in scenarios where:
- An agent performs a single-step transfer to a target, where a route-on-no-answer (RONA) occurs.
- An agent answers the redirected call and performs a second single-step transfer.
Previously in such scenarios, the RECEIVED_FROM_IXN_RESOURCE_ID field in the IRF record for the second transfer recipient incorrectly referenced the IRF record for the first transferring agent instead of for the second agent. (GIM-13648)
The transformation job now successfully transforms Callback data when a _CB_SERVICE_ID key-value pair is missing. To avoid interrupting the transformation job in this scenario, Genesys Info Mart now populates the CALLBACK_FACT.SERVICE_ID column with a value of ‘UNKNOWN’. (GIM-13639)
The transformation job now correctly populates the END_TS field in the MSF table in multimedia scenarios where the option show-non-queue-mediation-mm is configured to true, and an interaction associated with the MSF record has a child interaction that ended before the mediation segment ended. Previously in such scenarios, Genesys Info Mart sometimes stored an incorrect value in the END_TS field. (GIM-13631)
The transformation job now correctly populates the ENTRY_ORDINAL field in the MSF table. Previously, in multimedia scenarios where an MSF record was created for two or more virtual queues, Genesys Info Mart sometimes populated an incorrect value for ENTRY_ORDINAL. (GIM-13570)
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 8.1.514.47 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.