Genesys Info Mart Release Notes
|Release Date||Release Type||Restrictions||AIX||HP-UX PA||HP-UX IPF||Linux||Solaris||Windows|
New in This Release
- To enable all of the functionality provided in this release, Genesys Info Mart requires Interaction Concentrator release 8.1.500.04 or higher. At a minimum, Genesys Info Mart release 8.5 requires Interaction Concentrator 8.1.000.24. 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.
- Refer to the Deployment Procedure for this release to deploy the installation package within your environment.
There are no restrictions for this release. This section describes new features that were introduced in this release of Genesys Info Mart.
- Support for reporting on additional interaction scenarios:
Introduced Transfer — In voice deployments with business processes that require a transferring agent to introduce the customer to another agent before transferring the call, a new configuration option, introduced-transfer-threshold in the [gim-transformation] section, enables you to specify a time threshold for a conference. If the conference initiator's participation in the conference is less than the threshold while the receiving agent continues on the call, Genesys Info Mart treats this call flow as a special case of transfer.
New technical descriptor combinations, using a role reason or result reason of IntroducedTransfer, identify IRFs for introduced transfer.
Genesys Info Mart supports both single-step and two-step introduced transfers, but support for single-step introduced transfers is limited to deployments in which ICON 8.1.500.04 or higher supports single-step conference (see the Interaction Concentrator 8.1.x Release Note).
Chat Consultation — In eServices deployments with agent desktop applications, such as Workspace Desktop Edition (formerly Interaction Workspace [IW]), that offer a chat consultation feature by setting a visibility mode on the conference request, Genesys Info Mart can now distinguish whether an agent is being invited into a chat interaction for a conference (visibility mode = 1) or for a consultation (visibility mode = 3). For a consultation, the IRF of the receiving agent will have a resource role of ReceivedConsult, which previously applied only for voice or offline media types.
Support for reporting on chat consultation requires ICON 8.1.500.04 or higher.
Chat Conference or Consultation through a Queue — In eServices deployments with agent desktop applications, such as Workspace Desktop Edition, that use the InternalConferenceInvite interaction subtype to identify the subordinate auxiliary interactions that implement a chat conference or consultation through a queue, Genesys Info Mart blends the main and auxiliary interactions to present a simplified reporting result. Previously, Genesys Info Mart reported fully on the internal handshaking and other subordinate interactions, which are not significant for reporting.
Support for reporting on chat consultation through a queue requires ICON 8.1.500.04 or higher.
Multimedia performance improvements — To improve performance in multimedia deployments that do not need to track interaction threads, a new configuration option, populate-thread-facts in the [gim-etl-populate] section, controls whether thread-related metrics are populated. The default value (false) is a change in behavior compared with releases since Genesys Info Mart 8.1.101.04.
When populate-thread-facts = false, the FIRST_*_THRD fields in the ANCHOR_FLAG dimension are ignored for the purposes of populating the IRF.ANCHOR_FLAGS_KEY metric. In deployments that use Reporting and Analytics Aggregates (RAA) or Genesys Interactive Insights (GI2), related agent thread metrics (for example, AG2_ID_*.ACCEPTED_THREAD) are also not populated. If you are currently using thread metrics, as part of your migration procedure you must change the value of the populate-thread-facts configuration option to true in the Genesys Info Mart application object.
Operating System changes — For information about operating system (OS) changes in this release, see Discontinued Support. See also the Genesys Supported Operating Environment Reference Guide.
To assist in exporting and archiving data, audit keys (CREATE_AUDIT_KEY and UPDATE_AUDIT_KEY) have been added to user-data fact extension tables.
Note for PostgreSQL customers: Migration to this release might take a significant amount of time because of associated table updates.
- To improve performance for downstream reporting applications, organization of the user-data fact and dimension tables has been changed to a clustered model (referred to as index-organized in Oracle). New user-data tables (in new or existing deployments) will be created with the clustered organization; existing user-data tables will not be changed.
This release includes schema and configuration changes to prepare Genesys Info Mart to support reporting on interaction flows that involve applications developed with Genesys Designer. In addition to the preparatory schema and configuration changes for additional interaction flows that were described in the release note for Genesys Info Mart 8.1.402.07, the following observable changes in the 8.5.001 installation package are added to support functionality in a future release:
- New SDR_* fact and dimension tables, which are defined in the make_gim.sql and make_gim_partitioned.sql scripts.
- A new configuration section, [elasticsearch-sdr0], with a new configuration option, client, in the Genesys Info Mart application template.
- A new configuration file, EsConfiguration.xml, to map rules for transformation.
Corrections and Modifications
This release also includes the following corrections or modifications:
The transformation job now correctly terminates MSF records associated with virtual queues when ICON has missed virtual queue termination and the related multimedia interaction expires (terminates artificially).
Previously in this situation, if the system time was not synchronized between Interaction Server and URS, the transformation job sometimes recorded incorrect values in END_TS (values less than the value of START_TS), or negative values in MEDIATION_DURATION. (GIM-9845)
The transformation job no longer fails when all user data KVPs mapped to dimension tables, including those that are predefined out-of-box, are deleted or disabled (by setting ACTIVE_FLAG=0) from the user data configuration table (CTL_UD_TO_UDE_MAPPING).
Previously in this scenario, transformation sometimes failed with an error similar to the following:
Uncategorized SQLException for SQL [SELECT TMP_IRF_V.INTERACTION_RESOURCE_ID,TMP_IRF_V.START_DATE_TIME_KEY,TMP_IRF_V.TENANT_KEY INTO dbo.TMP_IRF_USER_DATA_KEYS FROM ; SELECT @@ROWCOUNT]; SQLSTATE=S0001; error code=102; DBError=UNCATEGORIZED; Incorrect syntax near ';'.
Note: Some queries for out-of-box GI2 reports rely on inner joins to the IRF_USER_DATA_KEYS and IRF_USER_DATA_GEN_1 tables; if there are no KVPs mapped to these tables, out-of-box GI2 reports might yield inaccurate or unexpected results. To avoid the risk of missing records in tables that GI2 uses, Genesys strongly recommends that you not remove or disable the predefined user-data configuration.
In deployments with a non-partitioned database schema, error handling logic is improved for constraint violation issues.
Previously in such scenarios, Genesys Info Mart might not have automatically recovered after the transformation job failed or was interrupted. For example, Job_TransformGIM sometimes failed, and generated a message similar to the following:
2015-03-09 12:05:22,434 WARN ecp-1-200512 20049 Job step 'CORE_MM' failed. com.genesyslab.gim.etl.exceptions.TaskExecutionException:com.genesyslab.gim.etl .exceptions.JdbcUniqueConstraintViolationException: executeUpdate; Unique Constraint Violation for SQL [INSERT INTO GENESYSINFO.IRF_USER_DATA_GEN_1
Genesys Info Mart now correctly creates an IRF row to indicate that a call was abandoned while queued in a network mediation device in the following scenario:
- A network call is pulled back or rerouted from a premise switch exactly once.
- The network resource to which the call is pulled back or rerouted then routes the call to another local mediation device on the network switch, where the call is abandoned by the customer.
Previously in such scenarios, Genesys Info Mart did not create an IRF row representing the final mediation device in which the call was queued when the customer abandoned the call.
The transformation job no longer sends incorrect warnings about non-unique virtual queues. Previously, the transformation job might have sent warnings such as the following, even in cases where duplicated records in GIDB_G_VIRTUAL_QUEUE_MM were expected:
WARN ecp-1-14/mm-xform-0 20000 Interaction(161292) - VIRTUAL_QUEUE VQID=8B9690V2E92EJ5IP0SH2KA58ES00HEBS is not unique
Genesys Info Mart now correctly transforms user event data when a key is updated multiple times during a one-second period. Previously in this scenario, the transformation job might have selected the wrong value from among the multiple values generated.
Genesys Info Mart now correctly transforms data from the GIDB_G_PARTY_MM table when values in ENDPOINTID exceed 50 characters.
Previously in such scenarios, the job step CORE_MM failed with the following exception:
- ORACLE: DBError=DATA_EXCEPTION_VALUE_TOO_LARGE_FOR_COLUMN; Update counts=; ORA-12899: value too large for column "GIM"."TMP_ACTIVE_CALL"."LP_ENDPOINTDN" (actual: 51, maximum: 50)
- MSSQL: SQLSTATE=22001; error code=8152; DBError=DATA_EXCEPTION_VALUE_TOO_LARGE_FOR_COLUMN; SQLException for SQL [INSERT INTO dbo.TMP_ACTIVE_CALL
Genesys Info Mart now correctly populates the PREV_IRF_* and PREVIOUS_MEDIATION_DURATION columns in the IRF table in scenarios where:
- The strategy is loaded on a SIP Server routing point that is configured with the SIP Server divert-on-ringing configuration option set to false.
- The call is routed to an initial target, where a route on no answer (RONA) occurs.
- The strategy takes more than one second to select a second routing target.
- The second routing target eventually answers the call.
Previously in this scenario, the IRF record for the answering agent had its PREV_IRF_* columns incorrectly populated with a null value, and its PREVIOUS_MEDIATION_DURATION column populated with a value of 0.
Genesys Info Mart now correctly represents voice interactions for scenarios in which a single-step conference is performed.
Previously in this scenario, the IRF row for the conference initiator did not contain a correct technical result of Conferenced, and the IRF row for the conference target did not contain a correct resource role of InConference. In addition, the single-step conference initiator and target IRF rows were not appropriately linked together using the PREV_IRF_ID and RECEIVED_FROM_IXN_RESOURCE_ID columns.
Note: This change applies only in deployments in which Interaction Concentrator 8.1.500.04 or higher supports single-step-conference, and requires that the ssc-processing option be set to 1 in the callconcentrator section of the Interaction Concentrator application object (see the Interaction Concentrator 8.1.x Release Note).