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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

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

ixn-data-limit

Section: gim-transformation
Default Value: 10000
Valid Values: 0 or any positive integer, where 0 means there is no limit imposed
Changes Take Effect: At the next run of Job_TransformGIM
Dependencies: None
Introduced: 8.5.014.19

If positive, the value imposes a limit on the number of input records—such as calls, links, virtual queues, or party histories—that can be associated with a particular interaction. If the actual number of records exceeds the configured limit, error message 55-20106 is logged, and the interaction is discarded. The option currently applies only to voice interactions.

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

Consider setting an alarm on log message 55-20106, so that you can correct problematic scenarios that result in excessive numbers of records.

8.5.014.19

Genesys Info Mart is part of 9.x starting in 8.5.014.14.

Genesys Info Mart Release Notes

Release Date Release Type Restrictions AIX Linux Solaris Windows
10/17/19 Update 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:

  • Reporting on agent location — A new dimension table, AGENT_LOCATION, records locations of agents for both voice and multimedia login sessions. A new column, AGENT_LOCATION_KEY, in the SM_RES_SESSION_FACT table, is a surrogate key that you can use to join the SM_RES_SESSION_FACT to the AGENT_LOCATION dimension. The key is used to indicate the agent's specific location for the summarized resource session, by agent and media type.
    Interaction Concentrator release 8.1.514.27 is required to provide the location data from SIP Server and Interaction Server releases that support this functionality. (GIM-12407)
  • Configuration for secure connection to Kafka — In deployments that rely on obtaining reporting data from Kafka, you can set native Kafka configuration options in the kafka-<cluster-name> configuration section to enable a secure client connection from Genesys Info Mart to the Kafka instance. In particular, the following security options have been verified with a Kafka cluster that uses SASL_SSL authentication:
    • sasl.mechanism = SCRAM-SHA-512
    • security.protocol = SASL_SSL
    • sasl.jaas.config = org.apache.kafka.common.security.scram.ScramLoginModule required username="<USERNAME>" password="<PASSWORD>";
    The following security option has been verified for SSL connections with a self-signed certificate, where the value equals the path to the trust store file that contains the self-signed certificate and that is located outside of the Genesys Info Mart installation directory:
    • ssl.truststore.location = <PATH>
    (GIM-12430)
  • Miscellaneous enhancements:
    • A new configuration option, ixn-data-limit in the [gim-transformation] section, improves Genesys Info Mart handling of scenarios with excessive numbers of input records, by limiting the number of such records per INTERACTION_FACT record. If the actual number of records exceeds the configured limit, error message 55-20106 is logged, and the interaction is discarded. The option applies only to voice interactions. Previously in such scenarios, an OutOfMemory error could occur. (GIM-12479)
    • To enhance reporting on Genesys Predictive Routing, two new columns in the GPM_FACT table -- VQ_GUID and VQ_RESOURCE_KEY -- enable you to join GPM_FACT to MEDIATION_SEGMENT_FACT. Use this join to make information about virtual queues (VQs) that participate in Predictive Routing interactions available in reports. (GIM-12488)
    • Two new dimension tables, USER_DATA_GEN_DIM_1 and USER_DATA_GEN_DIM_2, have been added to the Info Mart schema to store out-of-box user data for internal use. Corresponding keys, USER_DATA_GEN_DIM_KEY_1 and USER_DATA_GEN_DIM_KEY_2, have been added to the IRF_USER_DATA_KEYS table, accordingly. (GIM-12482)

Resolved Issues

This release contains the following resolved issues:


On Microsoft SQL Server deployments, Genesys Info Mart jobs now complete successfully when hypothetical indexes are present in the database. Previously in such scenarios, jobs could fail with an error message similar to the following:

SQLServerException: Index 'hypothetical-index-name' on table 'table-name' (specified in the FROM clause) does not exist

If you still encounter such an error, locate the hypothetical indexes in the database and drop them from the database as a workaround. Hypothetical indexes might appear in a database when Microsoft Engine Database Tuning Advisor (DTA) tool does not exit gracefully. Use the following statement to identify hypothetical indexes:

select * from sys.indexes where is_hypothetical=1

Note that the names of the indexes that the DTA tool creates start with the dta_ prefix. (GIM-12451)


Genesys Info Mart no longer incorrectly moves the high-water mark (HWM) in scenarios where the extraction job successfully extracts all voice-related data and subsequently fails while extracting other types of data within the same ETL cycle. Previously, during recovery from the failed extraction job, Genesys Info Mart sometimes moved the HWM, causing gaps in extracted data. (GIM-12442)


In the GPM_FACT table, Genesys Info Mart no longer rounds data to the nearest whole integer in the following columns: AGENT_SCORE, GLOBAL_SCORE, MEDIAN_SCORE, MAX_SCORE, MIN_SCORE, DEFAULT_SCORE, and ADJUSTED_SCORE. Previously, when calculating values for these columns, Genesys Info Mart rounded the fractional part of the values to the nearest integer. (GIM-12441)


The Genesys Info Mart Installation Package (IP) now installs correctly in deployments that use OpenJDK. Previously in some scenarios, the installation failed with an error similar to the following:

The target computer does not meet the following mandatory requirements:
1. Java Development Kit (JDK), version 1.7.0_0 or higher, must be installed.

(GIM-12436)


The Genesys Info Mart Installation Package (IP) now installs correctly when running on Linux in Silent mode. Previously, Silent mode installation could fail, with an error message containing a string similar to the following:

Error=Section License was not found.

(GIM-12432)




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 8.1.514.27 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.
This page was last edited on October 17, 2019, at 20:20.

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