Jump to: navigation, search

max-state-duration

Section: gim-etl
Default Value: 14400
Valid Values: Any integer greater than 900
Changes Take Effect: On the next ETL cycle
Dependencies: No direct dependency, but it would not be meaningful to set max-state-duration > (value of max-session-duration-in-hours expressed in seconds)
Introduced: 8.1.3

Specifies the maximum duration, in seconds, for an agent state in the SM_RES_STATE_FACT table. Genesys Info Mart ends the agent state if the IDB data does not show the agent transitioning to a different state by the time that the maximum duration (the state timeout) expires. The option enables you to:

  • Improve performance of agent-activity transformation by reducing the amount of active data that Genesys Info Mart must maintain and by limiting the period of time for which lookups must be performed for agent-activity data.
  • Recognize in a timely manner when an agent session has gone inactive.

The option was introduced in release 8.1.3.

more...

default-ivr-to-self-service

Section: gim-transformation
Default Value: false
Valid Values: true, false
Changes Take Effect: At the next run of Job_TransformGIM
Dependencies: None

Specifies how Genesys Info Mart will treat IVRs when the IPurpose attached data KVP is not defined, or when it has an incorrect value.

  • false—The IVR is treated as a nonself-service IVR (in other words, as a mediation device).
  • true—The IVR is treated as a self-service IVR (in other words, as a handling resource).

link-vrp-vq-msf-to-irf

Section: gim-transformation
Default Value: false
Valid Values: true, false
Changes Take Effect: At the next run of Job_TransformGIM
Dependencies: None
Introduced: 8.5.004.09

Enables linking of the MSF record for a virtual queue to the IRF record for the target agent, with a technical result of Diverted/AnsweredByAgent, in scenarios where a nonself-service IVR port uses a virtual routing point for routing operations, and the strategy includes a virtual queue.

The default value of false preserves the existing behavior of not linking the MSF record to the agent's IRF record, and assigning a technical result of Diverted/Unspecified.

Important
Do not change this value unless directed to do so by Genesys Customer Care.

expand-mediation-time-for-gapless

Section: gim-transformation
Default Value: true
Valid Values: true, false
Changes Take Effect: On the next ETL cycle
Dependencies: None
Introduced: 8.5.002
Modified: 8.5.003 (default value changed from false to true)
Discontinued: 8.5.007 (replaced by show-non-queue-mediation-mm)

In eServices deployments in which routing activities are performed without the use of virtual queues, enables or disables reporting of the time that a multimedia interaction spends in a routing strategy as mediation time. To prevent a reporting gap between the end of mediation at the Interaction Queue and the start of handling by the agent, set this option to true. If routing involves more than one Interaction Queue, this configuration also removes a reporting gap between the end of the MSF for one Interaction Queue and the start of the MSF for another Interaction Queue.
  • false—The time that an interaction spends in a routing strategy will not be reflected in the MSF record for the Interaction Queue.
  • true—The time that an interaction spends in a routing strategy will be included in the MSF record for the Interaction Queue. If virtual queues are configured to route certain interactions, an additional, separate MSF record represents the interaction's placement in a virtual queue, and the duration of the virtual-queue MSF might also be adjusted.
more...

populate-mm-ixnqueue-facts

Section: gim-etl-populate
Default Value: false
Valid Values: true, false
Changes Take Effect: On the next ETL cycle
Dependencies: None

Enables or disables the population of eServices/Multimedia Interaction Queue activity to the MSF table. Genesys Info Mart uses this value for all configured eServices/Multimedia Interaction Queues, unless you configure an option that has the same name on an individual Script object for a specific Interaction Queue in the interface you use for configuration.

  • false—The placement of an interaction in an Interaction Queue will not be represented in the MSF table.
  • true—The placement of an interaction in an Interaction Queue will be represented in the MSF table.

Starting with release 8.5.003, Genesys Info Mart always creates an MSF record for the first Interaction Queue that an inbound interaction enters, regardless of the setting of this option.

more...

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.
more...

on-demand-migration

Section: schedule
Default Value: false
Valid Values: true, false
Changes Take Effect: When Genesys Info Mart next enters the migration state
Dependencies: None
Introduced: 8.5.007

Controls whether Genesys Info Mart will run Job_MigrateGIM automatically if the Info Mart database schema is not up to date following migration of the Info Mart server.

  • true — Genesys Info Mart will launch Job_MigrateGIM automatically if the schema is not up to date.
  • false — Genesys Info Mart will not launch Job_MigrateGIM automatically if the schema is not up to date and Genesys Info Mart enters the migration state.
Important
Genesys does not recommend enabling migration on demand unless policies and procedures are in place to ensure that essential pre-migration and post-migration steps are also performed without manual intervention — for example, frequent database backup and re-creation of read-only views following migration.
more...

8.5.007.14

Genesys Info Mart Release Notes

Release Date Release Type Restrictions AIX Linux Solaris Windows
03/28/17 General X X X X

Helpful Links

Releases Info

Deployment Procedure

8.5.0 Deployment Procedure

Product Documentation

Genesys Info Mart

Genesys Products

List of Release Notes

What's New

This release contains the following new features and enhancements:

  • Deployment simplification and maintenance improvements — The following enhancements reduce resource requirements and effort for deployment and maintenance.
    • The restriction that there must be separate IDBs for Voice and Multimedia has been relaxed. The topologies that Genesys Info Mart supports now include one ICON and one IDB for all data domains. For more information, see Supported Topologies in the Genesys Info Mart Deployment Guide.
    • Job_InitializeGIM, Job_ExtractICON, and Job_MigrateGIM now automatically create missing IDB views as well as indexes required for the applicable DAP role(s). It is no longer necessary for users to run update_idb_*.sql scripts manually. In addition to streamlining and expediting execution of the initialization and migration jobs, the maintenance improvements mean that missing indexes or views do not interrupt Job_ExtractICON by causing Genesys Info Mart to go into the migration state until IDB is updated.
    • A new configuration option, on-demand-migration in the [schedule] section, enables you to configure Genesys Info Mart to run Job_MigrateGIM automatically when required (Default Value: false). Previously, Genesys Info Mart entered the migration state if the Info Mart database schema needed to be upgraded following Genesys Info Mart Server migration, and manual intervention was required in order to run Job_MigrateGIM to migrate the database, before ETL functioning would resume.
      Important
      Genesys does not recommend enabling migration on demand unless policies and procedures are in place to ensure that essential pre-migration and post-migration steps are also performed without manual intervention — for example, frequent database backup and re-creation of read-only views following migration.
  • User data enhancement — In deployments that use ICON 8.1.512.08 or higher, Genesys Info Mart now supports storage of e-mail subjects up to 1024 characters. You can also store up to 1024 characters in fields with character data types in custom user data fact tables, provided that you defined these fields correctly in the user-data template script. Previously, the limit was 255 characters.
  • Unicode characters support on Microsoft SQL Server — Genesys Info Mart support for data storage in multiple languages has been extended to Microsoft SQL Server. A new database-creation script (make_gim_multilang.sql or make_gim_multilang_partitioned.sql) uses nvarchar instead of varchar data types to enable you to take advantage of Unicode characters in Microsoft SQL Server deployments, provided that ICON and Genesys Configuration Layer components have been configured as required (see Configuring for Multi-Language Support in the Interaction Concentrator Deployment Guide).
    Important
    There is no migration path from an existing Info Mart database to a Unicode database.
  • Gapless mediation reporting improvement — In eServices deployments, a new option, show-non-queue-mediation-mm, enables you to configure Genesys Info Mart to eliminate gaps in mediation reporting. The option does this by providing additional, non-queue MSFs to cover the time that a multimedia interaction is in mediation but is not in an Interaction Queue for which there is an MSF. The Interaction Queue MSFs, together with the non-queue MSFs, now always provide complete coverage of the mediation time up to first handling, since Genesys Info Mart always creates an MSF for the first Interaction Queue that an inbound interaction enters. However, there might still be gaps in mediation following first handling, in scenarios where the first Interaction Queue that the interaction enters during subsequent mediation is not represented in Genesys Info Mart (because of the value that is set for the populate-mm-ixnqueue-facts option). If your deployment uses virtual queues and gapless mediation reporting is enabled (show-non-queue-mediation-mm=true), virtual-queue MSFs overlap with the non-queue MSFs.

    The new option replaces expand-mediation-time-for-gapless, which has been discontinued. Previously, when expand-mediation-time-for-gapless=true, Genesys Info Mart adjusted the durations of Interaction Queue and virtual queue MSFs to eliminate gaps in mediation reporting. For more information, see the discussion about MEDIATION_DURATION on the Populating Mediation Segments page in the Genesys Info Mart User’s Guide, as well as the extended description of the show-non-queue-mediation-mm option in the Genesys Info Mart Options Reference.

  • Management enhancements:
    • A new -V command-line parameter displays the software version and related information, without starting Genesys Info Mart Server. You can use either an uppercase letter (V) or lowercase letter (v), for example:
      ./gim_etl_server -v
      Genesys Info Mart, Version:'8.5.007.04' Built 2016-10-04 02:12:38 UTC
      Copyright (c) 2016 Genesys
      Minimum required Interaction Concentrator release: 8.1.100.36
      Info Mart database schema version: 8.5.007.01
    • Because Genesys strongly recommends that all the ICONs from which Genesys Info Mart extracts data use the same ICON schema version, Genesys Info Mart now logs a warning when the extraction job encounters different ICON versions.
    • GIM Manager now automatically refreshes the data in list views. Through GIM Manager settings, you can configure the way this feature operates, such as the auto-refresh frequency and idle timeout. For more information, see Using Genesys Info Mart Manager in the Genesys Info Mart Operations Guide.
    • If GIM Manager has no connection to the Genesys Info Mart Server, certain buttons in the interface are disabled.
  • Export job enhancement — The export job now exports data from the following additional tables: GIDB_GC_LOGIN, GIDB_GCX_LOGIN_INFO, and GIDB_GC_FOLDER.
    Note: If you migrate Genesys Info Mart to this release, and the output directory contains previously exported data, data from the GIDB_GC_LOGIN, GIDB_GCX_LOGIN_INFO, and GIDB_GC_FOLDER tables is exported starting from the current export time range of the export job.
  • Genesys Designer reporting enhancements — Changes to SDR_* tables support reporting on interaction flows that involve applications developed with Genesys Designer. Genesys Designer support is available in certain Cloud deployments. For more information, see the Physical Data Model Documentation for your RDBMS.
  • Supported Environments — Support is added for the following databases. See the Genesys Info Mart page for more detailed information and a list of all supported databases.
    • PostgreSQL 9.6
    • MS SQL Server 2016
    • MS SQL Server 2016 Cluster
    • MS SQL Server 2014 Cluster


Resolved Issues

This release contains the following resolved issues:


The transformation job now completes in scenarios where one or more background tasks cannot open a connection to the Info Mart database. Previously in such scenarios, the transformation job stopped responding. (GIM-11211)


Genesys Info Mart now more accurately represents scenarios containing a SIP Server "Call Forward Loop."

Previously in such scenarios, the IRF record for the resource to which the external party redirected the call may have had incorrect CUSTOMER_* metrics and null values in the PREV_IRF_ID and RECEIVED_FROM_IXN_RESOURCE_ID columns. (GIM-11167)


Genesys Info Mart now correctly links the MSF record for a virtual queue to the IRF record for the target agent, with a technical result of Diverted/AnsweredByAgent, in scenarios where:

  • The link-vrp-vq-msf-to-irf configuration option is set to true.
  • The default-ivr-to-self-service configuration option is set to true.
  • The IVR port that uses a virtual routing point for routing operations, with a strategy that includes a virtual queue, is identified as nonself-service by the IPurpose KVP being set with a value of 0.

Previously in such a scenario, the virtual queue MSF record was not linked to the IRF record. (GIM-11049)


In scenarios where an agent remains in and continually re-enters a single state (Ready, Not Ready, Busy or ACW) for a long period of time without transitioning to a different state, such that the max-state-duration limit is reached, Genesys Info Mart now adds a new row to the SM_RES_STATE_FACT table to show the continuation of that state (if the agent recently re-entered the state).

Previously, in some cases, max-state-duration caused the re-entered state to end, and a continuation state was not created for the recently re-entered state. (GIM-11011)


Extraction of GC_ANNEX data is no longer delayed in scenarios where:

  • One ICON supports GC_ANNEX, while the other does not.
  • There is no configuration activity during the reporting period.
  • The two ICONs do not share a connected Configuration Server Proxy.

Previously in such scenarios, extraction of GC_ANNEX data might have been delayed. (GIM-10978)


Genesys Info Mart now correctly populates the CONTACT_DAILY_FROM_TIME and CONTACT_DAILY_UNTIL_TIME columns of the CONTACT_ATTEMPT_FACT table with correct values, and correctly sends CONTACT_ATTEMPT_FACT change notifications to the aggregation engine.

Previously, in certain scenarios, Genesys Info Mart sometimes populated those columns with incorrect values (with a date from the year 1970), or failed to send CONTACT_ATTEMPT_FACT change notifications to the aggregation engine. (GIM-10977)


Genesys Info Mart now correctly reports a technical result of CustomerAbandoned in the INTERACTION_RESOURCE_FACT (IRF) table in scenarios where a chat interaction is abandoned by the customer while an agent is connected to the interaction. This can occur in race conditions where the agent has connected to the chat interaction, but not yet connected to the chat session.

Previously in such scenarios, Genesys Info Mart populated the IRF record for the connected agent with an incorrect technical descriptor (66) referring to a resource role, and technical result of Unknown/None.

Note: This Resolved Issue was added to this Release Note on 3/19/18 but the issue was fixed and implemented in this release on 3/28/17.
(GIM-10917)



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 release 8.1.514.06 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 requires Genesys Info Mart release 8.5.002 or later. Genesys Info Mart release 8.5 is compatible with Genesys Info Mart Manager release 8.1.4 and higher.

Feedback

Comment on this article:

blog comments powered by Disqus
This page was last modified on August 13, 2018, at 04:34.