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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

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.

cfg-long-vag-script

Section: callconcentrator
Default Value: 0
Valid Values: 0, 1
Changes Take Effect: Immediately
Introduced: 8.1.514.47

For virtual agent group (VAG) skills expressions, which ICON stores in the Script column in the GC_GROUP table, specifies whether ICON stores values up to 1024 characters or limits the values to 255 characters, truncating the skills expressions if necessary.

Valid Values:

  • 1 - ICON stores VAG skills expressions values up to 1024 characters.
  • 0 - ICON stores VAG skills expression values up to 255 characters.

Note: The values true and false are also valid.

fix-missing-party-links

Section: gim-transformation
Default Value: false
Valid Values: true, false
Changes Take Effect: At the next run of Job_TransformGIM
Dependencies: None
Introduced: 8.5.015.23

In multimedia deployments, specifies whether Genesys Info Mart will fill data gaps caused by missing party information in ICON data, to reduce the number of redundant records in the MSF table.

  • true—Genesys Info Mart fills in missing party information and consolidates mediation activity into a reduced number of MSF records, which more meaningfully reflect mediation intent.
  • false—Genesys Info Mart does not apply the logic to infer missing party information. As a result, Genesys Info Mart might create unnecessary MSF records and might report misleading mediation durations. (This is the default value, which preserves previous behavior.)

The option affects Genesys Info Mart reporting in scenarios in which parent party or other party information is missing when an interaction repeatedly enters the same interaction queue or virtual queue—for example, because of strategy behavior following routing timeouts, or because ICON or Universal Routing Server (URS) was restarted while the interaction was in the queue.

8.5.015.23

Genesys Info Mart Release Notes


Genesys Info Mart is part of 9.x starting in 8.5.014.14.
Release Date Release Type Restrictions AIX Linux Mac Solaris Windows
03/05/21 Update 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:

  • Mediation reporting enhancement — A new configuration option, fix-missing-party-links in the [gim-transformation] section, enables you to reduce the number of redundant records in the MEDIATION_SEGMENT_FACT (MSF) table by improving Genesys Info Mart handling of scenarios in which parent party or other party information is missing when an interaction repeatedly enters the same interaction queue or virtual queue. The default value of false preserves the existing behavior of creating multiple MSF records in these situations. (GIM-13213)
  • Support for skills expressions up to 1024 characters — In deployments that use ICON 8.1.514.47 or higher and where the ICON cfg-long-vag-script configuration option is set to 1 (true), Genesys Info Mart now stores skills expressions up to 1024 characters in the SCRIPT column in the GIDB_GC_GROUP table. (The schema changes to support this enhancement were introduced in Genesys Info Mart release 8.5.015.07.) (GIM-12627)
  • Operating environment changes:
    • Support for Microsoft SQL Server 2019 Cluster. See the Genesys Info Mart page in the Genesys Supported Operating Environment Reference for more detailed information and a list of all supported databases. (GIM-12909)
    • Support for a number of operating systems and RDBMS versions has been discontinued. See the Discontinued Support summary for more details. (GIM-13104)


Resolved Issues

This release contains the following resolved issues:


The transformation job now correctly updates user data fact tables linked to the MSF table in multimedia scenarios where:

  • A strategy is the last party to handle an interaction before it is marked as ended.
  • The show-non-queue-mediation-mm option is configured to true, which causes the strategy time to be represented in the MSF record.

Previously in such scenarios, Genesys Info Mart stored incorrect values in records in user data fact tables linked to the MSF table.

(GIM-13228)


Genesys Info Mart now continues operation after encountering an incorrect COBROWSE Avro schema. Previously in such scenarios, Genesys Info Mart failed with the following exception:

org.apache.avro.AvroTypeException: Invalid default for field test: "NO" not a ["null",{"type":"string","avro.java.string":"String"}]

(GIM-13090)


Genesys Info Mart now extracts agent activity data in scenarios where the timestamp of the agent activity data is earlier than the first event timestamp of the data source session (DSS), but later than the DSS timestamp when the ICON connection was established. (GIM-13039)



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.
This page was last edited on March 30, 2021, at 13:39.
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