8.5.002.00

Reporting and Analytics Aggregates Release Notes

Release Date	Release Type	Restrictions	AIX	Linux	Solaris	Windows
12/27/17	General			X		X

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8.5.0 Deployment Procedure

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Reporting and Analytics Aggregates

Genesys Products

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What's New

This release contains the following new features and enhancements:

• Aggregation enhancements: Support for reporting on Genesys Predictive Routing (GPR) is added. This includes new columns in the AG2_ID, AG2_I_AGENT, AG2_QUEUE, AG2_QUEUE_GRP tables, a new AG2_ID_FCR table, and two new configuration options in the [agg-feature] section:
  • enable-gpr — If present, this option enables GPM_* columns in the AG2_ID, AG2_I_AGENT, AG2_QUEUE, and AG2_QUEUE_GRP tables.

    Default Value: No default value

    Valid Values: none. This option takes no values—its presence alone within the [agg-feature] section issues the described instructions to RAA.

    Changes Take Effect: After restart of the aggregation process.

    To have RAA exclude Predictive Reporting data from these columns, remove this option from this section.

  • enable-gpr-fcr — If present, this option enables the new aggregate table ID_FCR (AG2_ID_FCR).

    Default Value: No default value

    Valid Values: none. This option takes no values—its presence alone within the [agg-feature] section issues the described instructions to RAA.

    Changes Take Effect: After restart of the aggregation process.

    To have RAA exclude Predictive Reporting data from these columns, remove this option from this section.

  Note that, to fully support reporting on the GPR measure/metric First Call Resolution, you must perform the following additional steps:

  1. Add the enable-gpr-fcr option to the [agg-feature] section, which enables the ID_FCR aggregate table.
  2. Configure the standard Genesys Customer ID user data key with the unique Customer ID of the customer who participated in the interaction. Genesys Info Mart ETL must record this value in the IRF_USER_DATA_GEN_1.CUSTOMER_ID column. Note that, if you do not provide valid Customer ID user data, the ID_FCR aggregate produces no useful data, but slows down the aggregation process.
  3. Create indexes by running the following SQL:

     For most Genesys Info Mart databases:

     create index IDX_IRFUG_CUSTOMER_ID on IRF_USER_DATA_GEN_1 (customer_id);

     For partitioned Oracle Genesys Info Mart databases:

     create index IDX_IRFUG_CUSTOMER_ID on IRF_USER_DATA_GEN_1 (customer_id) local;

  4. Restart RAA.

Resolved Issues

This release contains the following resolved issues:

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On non-partitioned deployments, the AG2_SDR_SURVEY_SUBHR query is now correctly calculated.  Previously on non-partitioned deployments, an error in the query caused incorrect data to be returned for this aggregate. (GII-6245)

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The value of the SAVED_TIME column in the CALLBACK aggregate table is now correctly calculated as follows:

 sum( case when cbd2.OFFER_TIMING != 'OFF-HOURS' then case when EWT_WHEN_OFFERED > WAIT_AGENT_OFFLINE_TIME then WAIT_AGENT_OFFLINE_TIME else EWT_WHEN_OFFERED end else 0 end ) as SAVED_TIME

(GII-6238)

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Upgrade Notes

Refer to the Deployment Procedure for this release to deploy the installation package within your environment.