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
8.5.116.34
Genesys Info Mart Release Notes
| Release Date | Release Type | Restrictions | AIX | Linux | Mac | Solaris | Windows |
|---|---|---|---|---|---|---|---|
| 04/04/22 | Update | X | X |
Contents
Helpful Links
Releases Info
Deployment Procedure
Product Documentation
Genesys Products
What's New
This release includes only resolved issues.
Resolved Issues
This release contains the following resolved issues:
Genesys Info Mart now correctly reports a resource role of InConference in the INTERACTION_RESOURCE_FACT table in scenarios where a single-step conference is performed at the same second that the conference initiating party was created.
Previously in such scenarios, the IRF for the conference target may have had an incorrect resource role of RECEIVED or ROUTEDTO and may not have been linked back to the conference initiator IRF by the PREV_IRF_ID and RECEIVED_FROM_IXN_RESOURCE_ID fields. (GIM-13965)
Genesys Info Mart now correctly reports a value of ANSWER (33) in the CONTACT_ATTEMPT_FACT.CALL_RESULT_KEY field in scenarios where:
- An agent receives an Outbound Preview record.
- The agent requests and receives the entire chain of records.
- The agent dials another record (not the record received in step 1).
Previously in such a scenario, Genesys Info Mart reported CALL_RESULT as UNKNOWN_CALL_RESULT (28) for the second record. (GIM-13988)
The extraction job now processes all expected data in scenarios where ICON temporarily loses the data source connection at or near the time when extraction takes place. Previously in such scenarios, the extraction job sometimes skipped data. (GIM-13992)
On Oracle deployments, when a value is specified in the CONVERT_EXPRESSION column, the transformation job now correctly attaches KVP data for columns having DATE data type. Previously in such scenarios, the transformation job sometimes failed. For additional information, see the GIM-14014 Known Issue. (GIM-14014)
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.