Release Note

Reporting and Analytics Aggregates

8.1.x

Genesys Telecommunications Laboratories, Inc. © 2011–2017

Contents

Introduction

Release Number AIX HP-UX PA HP-UX IPF Linux Solaris Windows
8.1.405.12 [12/14/2015] – Hot Fix X     X X X
8.1.405.11 [09/25/2015] – General X     X X X
8.1.405.09 [06/05/2015] – General X     X X X
8.1.405.02 [11/18/2014] – General X     X X X
8.1.400.27 [08/14/2014] – General X     X X X
8.1.400.25 [08/06/2014] – General X     X X X
8.1.400.23 [07/29/2014] – General X     X X X
8.1.104.11 [10/17/2014] – General X X   X X X
8.1.103.01 [12/23/2013] – General X X   X X X
8.1.102.02 [07/17/2013] – General X X   X X X
8.1.101.07 [05/31/2013] – General X X   X X X
8.1.101.05 [03/14/2013] – General X X   X X X
8.1.100.31 [01/31/2013] – General X X   X X X
8.1.100.30 [10/17/2012] – General X X   X X X
8.1.100.24 [08/21/2012] – Hot Fix           X
8.1.001.06 [08/15/2012] – Hot Fix       X X X
8.1.100.19 [07/11/2012] – General X X   X X X
8.1.001.05 [07/06/2012] – Hot Fix X         X
8.1.001.04 [02/22/2012] – Hot Fix X     X X X
8.1.001.02 [12/27/2011] – General X X   X X X
8.1.000.12 [10/07/2011] – General X X   X X X

Link to 8.0 Product Release Note (Cumulative)
Known Issues and Recommendations
Discontinued Support
Internationalization
Additional Information


Introduction

As of February 1, 2012, Genesys is no longer an affiliate of Alcatel-Lucent; any indication of such affiliation within Genesys products or packaging is no longer applicable. Please see the Genesys website at http://www.genesys.com for more details.

This release note applies to all 8.1 releases of Reporting and Analytics Aggregates (RAA)—an optional component of Genesys Info Mart 8.1 and a mandatory component of Genesys Interactive Insights 8.1.

Use of Third-Party Software

Genesys follows applicable third-party redistribution policies to the extent that Genesys solutions utilize third-party functionality. For specific information on any third-party software used in this product, see the Read Me. Please contact your Customer Care representative if you have any questions.


Release Number 8.1.405.12 [12/14/2015] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

New in This Release

This is a hot fix for this product. This release contains no new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:


Partition kits for Genesys Info Mart partitioned schema support have changed as follows:

See the Reporting and Analytics Aggregates 8.1 Deployment Procedure for more information. (GII-5606)


Newly aggregated data in the AG2_CAMPAIGN and AG2_AGENT_CAMPAIGN aggregates is no longer counted twice in scenarios where user data for queues is recorded in Mediation Segment Fact (MSF) records. Previously in such scenarios, data might have been counted twice in AG2_CAMPAIGN and AG2_AGENT_CAMPAIGN aggregates, as well as in reports based on them.
Note: This change applies only to newly aggregated data. To apply the same change to previously-aggregated data, re-aggregate data for the relevant time period; this is possible only if you have not purged the fact tables. (GII-5542)


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Release Number 8.1.405.11 [09/25/2015] – General

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

New in This Release

There are no restrictions for this release. No new features were introduced in this release of Reporting and Analytics Aggregates (RAA).

Corrections and Modifications

This release includes the following corrections and modifications:


Genesys Interactive Insights now correctly populates Timestamp measures in the Callback Details Report. Previously, some Timestamp measures in Callback Details Report (that should have been empty) were incorrectly populated with the value 12/31/1969. (GII-5489)


RAA Aggregation now accepts tenant view schemas that have a dash (-) in the login name. (GII-5468)


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Release Number 8.1.405.09 [06/05/2015] – General

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

New in This Release

There are no restrictions for this release. The following new features were introduced in this release of Reporting and Analytics Aggregates (RAA).

Corrections and Modifications

This release includes the following corrections and modifications:


In deployments with Genesys Info Mart 8.5.001 and later, after running scripts to configure Social Media attached data (found in agg/scripts), subsequent execution of the transformation job completes without errors. Previously in such scenarios, the transformation job might fail with an error similar to the following:

Caused by: com.genesyslab.gim.etl.exceptions.TaskExecutionException: com.genesyslab.gim.etl.exceptions.TaskExecutionException: com.genesyslab.gim.etl.exceptions.UncategorizedSQLException: executeUpdate; Uncategorized SQLException for SQL [INSERT INTO gim814test_mm_emb1_qadb.USER_DATA_GEN_ESF (INTERACTION_RESOURCE_ID,START_DATE_TIME_KEY,TENANT_KEY,CREATE_AUDIT_KEY,UPDATE_AUDIT_KEY,ACTIONABILITY_CTGRELEVANCY,SENTIMENT_CTGRELEVANCY,INFLUENCE_SCORE) SELECT TMP_UDE_FT_14.INTERACTION_RESOURCE_ID,TMP_UDE_FT_14.START_DATE_TIME_KEY,TMP_UDE_FT_14.TENANT_KEY,(859) CREATE_AUDIT_KEY,(0) UPDATE_AUDIT_KEY,TMP_UDE_FT_14.ACTIONABILITY_CTGRELEVANCY,TMP_UDE_FT_14.SENTIMENT_CTGRELEVANCY,TMP_UDE_FT_14.INFLUENCE_SCORE FROM gim814test_mm_emb1_qadb.TMP_UDE_FT_14]; SQLSTATE=42000; error code=904; DBError=INVALID_IDENTIFIER; ORA-00904: "UPDATE_AUDIT_KEY": invalid identifier

(GII-5118)


The printQuery tool now optionally accepts database connection parameters, which are used to pull database features from the database. This change helps to prevent problems that arise when there are conflicts between query alterations introduced implicitly by features, and those introduced explicitly by patch-agg.

Previously, customizations (for example, to queue user-data) might have caused the query to fail with the error #‹ERROR misc-error dimension named "INTERACTION_DESCRIPTOR_KEY" already exists›.

(GII-5059)


After upgrading from RAA release 8.1.1 to release 8.1.4, aggregation completes successfully without data loss in configurations with queue-attach-data customizations. Previously in this scenario, data was lost from the customized table, and an error similar to the following appeared:


2015-01-14 20:35:22,304 DEBUG Agg.Main 35000 Synchronizing queries
2015-01-14 20:35:24,176 WARN Agg.TableRegister 20000 Change in aggregation configuration requires to drop a table(AG2_QUEUE_ACC_AGENT_SUBHR). By default such destructive operations are prohibited. If you are sure that destructive operation is needed, the prohibition can be lifted via  option. The option takes parameter in form YYYY-MM-DD, which represent a date in current process' time zone, Greenwich Mean Time at this time. Operation are enabled on that date plus two more days before and after the date. If you need bigger window, be prepared to change  option as needed.
{noformat}
2015-01-14 20:35:24,179 WARN Agg.Main 20109 Aggregation - job failed with error 'Unable to synchronize queries'.
2015-01-14 20:35:24,179 WARN Agg.Main 20109 Aggregation - job failed with error 'common.TransformError:  option doesn't match YYYY-MM-DD pattern'.
{noformat}

(GII-5058)


The aggregation job no longer fails to run if aggregation is restarted frequently by the Genesys Info Mart scheduler, or after some errors. Previously, the aggregation job sometimes failed with an error that included the following:

ERROR Heartbeat 20000 Agg.Writer.0 has been running for too long

(GII-5009)


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Release Number 8.1.405.02 [11/18/2014] – General

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

New in This Release

There are no restrictions for this release. This section describes new features that were introduced in this release of Reporting and Analytics Aggregates (RAA).

Corrections and Modifications

This release includes no corrections or modifications.

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Release Number 8.1.400.27 [08/14/2014] – General

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

New in This Release

There are no restrictions for this release. This section describes new features that were introduced in this release of Reporting and Analytics Aggregates.

Corrections and Modifications

This release includes no corrections or modifications.

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Release Number 8.1.400.25 [08/06/2014] – General

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

New in This Release

There are no restrictions for this release. This release introduces no new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:


RAA now correctly processes Genesys Info Mart notifications about data changes in the CONTACT_ATTEMPT_FACT and INTERACTION_RESOURCE_FACT tables. In release 8.1.400.23, notifications about INTERACTION_RESOURCE_FACT changes were ignored, resulting in some data potentially missing from the AG2_CAMPAIGN and AG2_AGENT_CAMPAIGN aggregates. (GII-4908)


The AG2_AGENT_CAMPAIGN aggregate now better tracks agent membership in groups for agents whose CONTACT_ATTEMPT_FACT records have no linked INTERACTION_RESOURCE_FACT records in the Info Mart database. (GII-4909)


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Release Number 8.1.400.23 [07/29/2014] – General

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

New in This Release

There are no restrictions for this release. This section describes new features that were introduced in this release of Reporting and Analytics Aggregates.

Corrections and Modifications

This release includes no corrections or modifications.

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Release Number 8.1.104.11 [10/17/2014] – General

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

New in This Release

There are no restrictions for this release. This section describes new features that were introduced in this release of RAA.

The following features are available in 8.1.1 releases 8.1.104 and later (and in release 8.1.4 and later):

Corrections and Modifications

This release includes the following corrections and modifications:


RAA Installations on Windows 2008 32-bit no longer fail with an error about an incompatible Windows version. (GII-5119)


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Release Number 8.1.103.01 [12/23/2013] – General

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

New in This Release

There are no restrictions for this release. This release introduces no new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:


RAA now adds custom user data to aggregates in all configured time zones. Previously, custom user data was not added to aggregates in time zones other than the default Genesys Info Mart time zone, in scenarios where both of the following statements were true:

(GII-4694)


RAA continues to process aggregation requests if the aggregation process is stopped due to either of the following conditions:

Previously in this scenario, RAA might stop processing aggregation requests.

(GII-4536)


When patch-agg.subhour.ss is used with RAA release 8.1.100.30, the following error is no longer generated:
Exception risen: ‹allowDestructiveDDL› option is not set

(GII-4530)


RAA no longer enables each tenant to view INTERACTION_DESCRIPTOR records for all tenants. Previously, the RAA command updateAliases could create an INTERACTION_DESCRIPTOR view in the tenant schema that selected data from the INTERACTION_DESCRIPTOR table in the main Genesys Info Mart schema, causing INTERACTION_DESCRIPTOR records for all tenants to become visible to each tenant. (GII-4435)


RAA now calculates Time-zone aggregates based on lower-level aggregates. Previously, RAA calculated Time-zone aggregates (for example, DAY) based on Genesys Info Mart fact tables, which led to significant performance degradation. (GII-4433)


Aggregation performance is improved in scenarios where several time zones are configured, and many requests for aggregation are submitted (causing many rows to appear in the PENDING_AGR table). Previously in this scenario, aggregation performance might be slower than expected. (GII-4423)


The metric GENERAL_ERROR is added to the AG2_CAMPAIGN aggregate. Previously, the GENERAL_ERROR call result was not available in the AG2_CAMPAIGN aggregate. (GII-4415)


The AG2_CAMPAIGN and AG2_AGENT_CAMPAIGN aggregates now join CONTACT_ATTEMPT_FACT and Interaction facts using IRF_USER_DATA_GEN_1.GSW_CALL_ATTEMPT_GUID = CONTACT_ATTEMPT_FACT.CALL_ATTEMPT_ID condition, instead of using INTERACTION_FACT.MEDIA_SERVER_IXN_GUID=CONTACT_ATTEMPT_FACT.CALLID. This results in better tracking in Push and Preview scenarios.

To enhance the performance of this new join, a new index, IDX_IRFUG_GSWCAG, is added in the IRF_USER_DATA_GEN_1 table. The first time RAA starts after an upgrade, RAA attempts to create this index. The time it takes RAA to generate the index varies, depending on the size of the IRF_USER_DATA_GEN_1 table.

(GII-4300)


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Release Number 8.1.102.02 [07/12/2013] – General

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

New in This Release

There are no restrictions for this release. This section describes new features that were introduced in this release of Reporting and Analytics Aggregates.

Corrections and Modifications

This release includes the following corrections and modifications:


RAA no longer records an error in the log file when attempting to create indexes against Genesys Info Mart schema while using Oracle Standard Edition. Previously, the following error might be logged: ORA-00439: feature not enabled: Online Index Build (GII-4282)


CAMPAIGN aggregate no longer misses notifications from Genesys Info Mart about INTERACTION_RESOURCE_FACT updates when you run the provided patch-agg-subhour.ss. Previously, when you used patch-agg-subhour.ss to convert SUBHR views into tables to improve performance, CAMPAIGN aggregate might miss some notifications from Genesys Info Mart about INTERACTION_RESOURCE_FACT updates and so did not contain correct data. (GII-4262)


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Release Number 8.1.101.07 [05/31/2013] – General

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

New in This Release

There are no restrictions for this release. This section describes new features that were introduced in this release of Reporting and Analytics Aggregates.

Corrections and Modifications

This release includes the following corrections and modifications:


In the calculation of the following metrics, the H_QUEUE hierarchy now includes ring duration (CONS_RCV_RING_DURATION) for received warm consultations:

Metrics in the H_QUEUE_ACC_AGENT hierarchy also include ring duration under the following circumstances:

(ER# 319684515)


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Release Number 8.1.101.05 [03/14/2013] – General

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

New in This Release

There are no restrictions for this release. This section describes new features that were introduced in this release of Reporting and Analytics Aggregates. Refer to the Deployment Procedure for this release to deploy the installation package within your environment.

Refer to the latest Reporting and Analytics Aggregates 8.1 Deployment Guide for more information about these configuration options and parameters.

Corrections and Modifications

This release includes the following corrections and modifications:


This release adds the IDX_IRSF_IRF index on the IXN_RESOURCE_STATE_FACT table to improve query performance for the AG2_I_AGENT_SUBHR aggregate table. In previous 8.1.1 releases, this index was missing, and, as a result, RAA had to perform full table scans in order to retrieve the desired result. (ER# 319335627)


Interval-based aggregates (AG2_I_*) no longer contain incorrect data for day and higher aggregate levels. In previous 8.1.1 releases, columns that stored count metrics (ACCEPTED, for example) sometimes held incorrect values for these levels. (ER# 319335601)


The migration procedure has been updated to retain rows in the AG2_AGENT, AG2_AGENT_QUEUE, and AG2_ID aggregates under the circumstances where you migrate to Genesys Info Mart 8.1.1 and then re-aggregate the data range that covers dates prior to migration. In previous 8.1.1 releases, you had to perform a workaround in order to prevent the migration procedure from deleting data for the date range beginning from notification to and ending with the onset of migration. (ER# 311243728)


Running the updateAliases runtime parameter to update tenant views no longer yields a success return code (0) when the update fails as was possible in previous releases. (ER# 305920586)


RAA now correctly calculates metrics of the H_I_AGENT hierarchy for all aggregation levels when there is a gap in time between end of the interaction and the beginning of aftercall work. In previous releases, RAA might incorrectly tabulate the OFFERED, ACCEPTED, and CONSULT_RECEIVED_ACCEPTED metrics for aggregation levels higher than SUBHR. (ER# 285306421)


If you change the settings of Genesys Info Mart configuration options, such as the Genesys Info Mart database access point or aggregation-engine-class-name while Genesys Info Mart is running, aggregation (or Genesys Info Mart) no longer stops. In prior releases, you had to either restart Genesys Info Mart upon changing the values of Genesys Info Mart options or stop Genesys Info Mart before making the changes in Configuration Server. (ER# 271265897)


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Release Number 8.1.100.31 [01/31/2013] – General

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

New in This Release

There are no restrictions for this release. This section describes new features that were introduced in this release of Reporting and Analytics Aggregates. Refer to the Deployment Procedure for this release to deploy the installation package within your environment.

Corrections and Modifications

This release includes the following corrections and modifications:


No longer should you receive the following exception upon updating tenant aliases after the upgrade of a Microsoft SQL RAA from 8.1.0 to 8.1.1:

exception during execution of: delete from CTL_SCHEMA_INFO

(ER# 312179171)


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Release Number 8.1.100.30 [10/17/2012] – General

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

New in This Release

There are no restrictions for this release. This section describes new features that were introduced in this release of Reporting and Analytics Aggregates.

Corrections and Modifications

This release also includes the following corrections and modifications:


The Reporting and Analytics Aggregates 8.1 Deployment Guide has been updated to provide the correct casing for the Agg parameter of the level-of-log configuration option. In previous releases, this parameter was mistakenly presented in all uppercase. (ER# 308626590)


The AG2_QUEUE_ACC_AGENT and AG2_QUEUE_ABN aggregates were changed to count both customer and consult calls for interactions that entered a queue. These changes affect all service-time interval measures found in the Abandoned Waiting STI and Accepted Agent STI classes in the GI2 universe. Accordingly, these classes were moved from the Q Customer class to the Q Customer & Consults. (ER# 307624914)


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Release Number 8.1.100.24 [08/21/2012] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

New in This Release

This is a hot fix for this product. This release contains no new features or functionality.

Corrections and Modifications

This release also includes the following corrections and modifications:


RAA now aggregates data for an off-hour time zone that you establish for Info Mart—such as the IST time zone, which is defined as GMT+5:30. In previous releases, RAA would not aggregate data for any time zone that did not fall on a whole hour even if you properly issued the defaultTZoffsets command-line option or properly set the default-tz-offsets RAA configuration option within Configuration Server. (ER# 306847147)


This release corrects a primary key violation that might have been generated by an incorrect GROUP BY clause for customized aggregates where attached data had been configured for USER_DATA_KEYx columns. In previous releases, the GROUP BY clause was missing a COALESCE expression which has been determined to be the root cause of the primary key violation. (ER# 306202523)


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Release Number 8.1.001.06 [08/15/2012] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

New in This Release

This is a hot fix for this product. This release contains no new features or functionality.

Corrections and Modifications

This release also includes the following corrections and modifications:


This release corrects a primary key violation that might have been generated by an incorrect GROUP BY clause for customized aggregates where attached data had been configured for USER_DATA_KEYx columns. In previous releases, the GROUP BY clause was missing a COALESCE expression which has been determined to be the root cause of the primary key violation. (ER# 306202523)


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Release Number 8.1.100.19 [07/11/2012] – General

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

New in This Release

There are no restrictions for this release. This section describes the new features that were introduced in this release of Reporting and Analytics Aggregates.

Corrections and Modifications

This release also includes the following corrections and modifications:


The definitions of CONSULT_ACCEPTED_TIME and CONSULT_ACCEPTED_TIME_MAX measures in the AG2_QUEUE and AG2_QUEUE_GRP aggregates have been corrected to exclude the MET_THRESHOLD_FLAG flag as a condition for incrementing these measures. The inclusion of this condition in previous releases led to the exclusion of consult time for interactions that were accepted beyond the threshold which fails the intent of this measure. (ER# 298208318)


RAA no longer counts the same interaction in both the ROUTED_OTHER and CONSULT_ROUTED_OTHER fields of the H_QUEUE and H_QUEUE_GRP hierarchies. In previous releases, the source data from which these measures were aggregated was populated incorrectly. Source data population has been corrected in Genesys Info Mart release 8.1.100.22. (ER# 297920707)


The installation routine now correctly deploys RAA into the <TARGET>\agg subdirectory on UNIX platforms instead to the <TARGET>\agg\agg subdirectory. (ER# 288047390)


No longer will you encounter a Primary key violation aggregation error pertaining to database locks that are generated by an aggregation session that is inserting records into a particular table and another aggregation session that is deleting records from the same table. (ER# 275818191)


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Release Number 8.1.001.05 [07/06/2012] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

New in This Release

This is a hot fix for this product. This release includes the following new features and functionality.

Corrections and Modifications

This release also includes the following corrections and modifications:


Counts and durations of Outbound Contact measures are attributed to the interval in which contact attempts were made. In prior releases, such measures were attributed to the interval in which the outbound campaign group session was started. (ER# 303901956)


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Release Number 8.1.001.04 [02/22/2012] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

New in This Release

This is a hot fix for this product. This release contains no new features or functionality.

Corrections and Modifications

This release also includes the following corrections and modifications:


This release no longer generates unique-constraint violations, such as the following, during re-aggregation:

ORA-00001: unique constraint PK_AG2_ violated (on Oracle)
Error Code: 2627, SQL State: 23000]. Violation of PRIMARY KEY constraint 'PK_AG2_' (on Microsoft SQL)

In prior releases when the log-level option was set to FINEST, you might also have observed repeating keys in the log regarding re-aggregation requests for the same hierarchy, such as the following: (Note that key 1306850400 is repeated in both lines.)

18:14:39.771 Agg.Writer.1      Keys: [0, 1306845000, 1306846800, 1306848600, 1306850400, 1306850400]
18:14:39.771 Agg.Writer.1      Keys: [0, 1306850400, 1306852200, 1306854000, 1306855800, 1306857600]

This issue has been corrected in this release. (ER# 293530087)


In previous releases, if you initialized Info Mart and ran aggregation before appropriately setting the date-time-tz option, then, in order to avoid mixing results for different time zones within the same reporting interval, you had to manually truncate data from all AG2 tables before running aggregation. In this release, upon issuing a command to re-aggregate data (where the range for re-aggregation includes the two days prior to the month in which the time zone change occurred and continues through the end of available data), RAA automatically truncates this data. (ER# 291818085)


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Release Number 8.1.001.02 [12/27/2011] – General

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

New in This Release

There are no restrictions for this release. This release introduces no new features or functionality.

Corrections and Modifications

This release also includes the following corrections and modifications:


The Reporting Analytics and Aggregates (RAA) migration utility now successfully migrates 7.6 data for all aggregation levels of a hierarchy when you selectively purge data for one aggregation level and not for another aggregation level. Previously, RAA skipped migrating data for all aggregation levels of the hierarchy under these circumstances. (ER# 288885669)


RAA no longer generates data for states and reasons in the AG2_I_SESS_STATE and AG2_I_STATE_RSN aggregates that is not supported by facts in the underlying SM_STATE_FACT and SM_STATE_REASON_FACT tables. In previous releases, this mistake occurred under certain circumstances that could not be corrected by performing a re aggregation of the affected data. (ER# 290131751)


The following fields have been modified to exclude any agent duration following customer disconnect while a conference was still in progress for any agent who was already connected to the conference when the customer disconnected:

QUEUE hierarchy
CONSULT_ENTERED
CONSULT_DISTRIBUTED
CONSULT_ACCEPTED
CONSULT_ACCEPTED_THR
CONSULT_ACCEPTED_AGENT_THR
CONSULT_RECEIVED_ACCEPTED
CONSULT_RECEIVED_INVITE
CONSULT_RECEIVED_INVITE_TIME
CONSULT_RECEIVED_ENGAGE_TIME
CONSULT_RECEIVED_HOLD
CONSULT_RECEIVED_HOLD_TIME 
AGENT / AGENT_QUEUE hierarchy
CONSULT_RECEIVED_ENGAGE_TIME
CONSULT_RECEIVED_ACCEPTED
CONSULT_RESPONSES
CONSULT_RECEIVED_HOLD_TIME
CONSULT_RECEIVED_HOLD

AGENT_CAMPAIGN hierarchy

CONSULT_RECEIVED_ACCEPTED
CONSULT_RECEIVED_ENGAGE_TIME
CONSULT_RECEIVED_HOLD_TIME
CONSULT_RECEIVED_HOLD

ID hierarchy
CONSULT_RECEIVED_ACCEPTED
CONSULT_RESPONSES
CONSULT_RECEIVED_INVITE
CONSULT_RECEIVED_INVITE_TIME
CONSULT_RECEIVED_ENGAGE_TIME
CONSULT_RECEIVED_HOLD_TIME
CONSULT_RECEIVED_HOLD

(ER# 288787321)


AG2_CAMPAIGN_HOUR no longer contains incomplete or inaccurate data in circumstances where RAA receives out-of sequence notifications from GIM Server regarding updates to the source FACT tables on which AG2_CAMPAIGN_HOUR is based. (ER# 285323261)


Reporting Analytics and Aggregates no longer incorrectly calculates the following aggregate columns in all RAA hierarchies in which the columns are found:

CONSULT_RCV_WARM_ENGAGE_TIME
CONSULT_RCV_ACC_WARM
CONSULT_RCV_WARM_HOLD_TIME
CONSULT_RCV_WARM_HOLD

In previous release, the formulas mistakenly included the count and duration for the agent conference initiator in cases where the customer disconnected from the conference while the conference was still in progress. (ER#s 282863782, 283794008)


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Release Number 8.1.000.12 [10/07/2011] – General

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

New in This Release

There are no restrictions for this release. This section describes new features that were introduced in this release of Reporting and Analytics Aggregates.

Corrections and Modifications

This release also includes the following corrections and modifications:


The consult-initiated fields of the following tables now reflect simple consultations only:

In prior releases, they mistakenly captured warm consultations as well. (ER# 280886501)


RAA now correctly aggregates agent-initiated consultations for interactions distributed from a queue and populates counts and durations of such in the respective CONSULT_INITIATED and CONSULT_INITIATED_TIME fields of the AG2_AGENT_QUEUE hierarchy. (ER# 275037858)


If you change the settings of Genesys Info Mart configuration options, such as the Genesys Info Mart database access point or aggregation-engine-class-name while Genesys Info Mart is running, you may encounter the following error message:

18:44:05.062 Lib.Thread.KeeperManager	caught an exception. Monitor: AggKeeper Message: AggKeeper: unable to execute command: UPDATE_CONFIG
18:44:05.062 Lib.Thread.KeeperManager	common.TransformError: Exception during synchronization of existing configuration

As a result, Genesys Info Mart and aggregation may stop processing. To workaround this problem, you must restart Genesys Info Mart after changing the values of Genesys Info Mart options or make the changes while Genesys Info Mart is not running. (ER# 271265897)


Previous RAA releases sometimes logged ambiguous messages, such as ERROR or OFF, that did not indicate erroneous behavior. In this release, all messages are output more uniformly throughout the log. (ER# 254391780)


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Known Issues and Recommendations

This section provides the latest information on known issues and recommendations associated with this product.


On deployments with PostgreSQL or Oracle databases where multiple time zones are configured in Genesys Info Mart / RAA (causing HOUR and SUBHOUR levels in AGT_* tables to sometimes share data between time zones), a purge using the QUERY syntax may fail to purge some data from shared levels (HOUR and SUBHOUR). (GII-5234)

Found In:   8.1.405.09 Fixed In:  

If you are deploying RAA with MS SQL Server Standard Edition, in certain scenarios you may encounter an error such as the following:
Agg Error - Cannot enable compression for object 'AG2_CALLBACK_HOUR'. Only SQL Server Enterprise Edition supports compression
To work around this issue, enable support for MS SQL Server Standard Edition by setting the option ms-sql-std-edition in the [agg-feature] section of the Genesys Info Mart application. (GII-6152)

Found In:   8.1.405.07 Fixed In:  

In scenarios where the sub-hour-interval option in the [agg] section has been changed from its default value (30 minutes) before RAA has fully initialized for the first time, RAA can fail with an exception about the DATE_TIME key. In order to work around this issue, change the value of the sub-hour-interval option by using the following method:

  1. Ensure that Genesys Info Mart is not running.
  2. Run standalone RAA from the command line with the parameter -exitOnceIdle. This allows RAA to fully initialize.
  3. Run standalone RAA from the command line with the parameter that corresponds to the level you want to set, such as -subHourInterval=30min or -subHourInterval=15min.
  4. Run standalone RAA from the command line with the parameter -exitOnceIdle. This allows RAA to fully initialize.
  5. Change the Genesys Info Mart option agg\sub-hour-interval to match the value you used in step 3.
  6. Start Genesys Info Mart.

(GII-5420)

Found In:   8.1.405.02 Fixed In:   8.5.000.02

For new installations of RAA release 8.1.400, the following two restrictions apply:

(GII-4905)

Found In:   8.1.400.23 Fixed In:   8.1.405.09

The following issue applies to releases of RAA 8.1.400 and later, and 8.1.1 releases beginning with 8.1.104:

If you try to initialize a newly created Genesys Info Mart with RAA on MS SQL Server Standard Edition, the following error appears:
Cannot enable compression for object <RAA table>. Only SQL Server Enterprise Edition supports compression.

To work around this problem, create the file patch-agg.ss in the Genesys Info Mart root directory, and enter the following lines within it (if the file already exists, add these lines to it.):
(when (and (version-at-least? "8.1.104") (not (version-at-least? "8.1.400.28")))
(alter-sql-key "Gim.DDL.TABLE.Create" "create table %tableName%( %columns% );create clustered index %indexName% on %tableName%( %primaryKey% )"))

(GII-4964)

Found In:   8.1.400.27 Fixed In:   8.1.405.02

During aggregation, RAA can generate an error similar to the following:
Zone delimiting time key NNN is absent in at least some date-time dimensions.

To work around this problem, avoid using zoneOffset Aggregation parameters with values greater than the range of keys populated in the DATE_TIME dimension. Typically, the zoneOffset value should be less than a week (that is, less than 604800).

(GIM-4538)

Found In:   8.1.102.02 Fixed In:

Installing RAA release 8.1.100.31 on Windows 2008 32-bit fails, with the following error:
Genesys Installation Wizard has detected an incompatible Windows operating system or Service Pack level on the target computer. To work around this issue:

  1. Open the file ip_description.xml for editing.
  2. In the ip_description.xml file, find the <Computer Type="Intel 32 bit"> platforms list, add the following row
    <OS CfgOSType="17" Name="Windows Server 2008"/>
  3. Save the file, and run the RAA installation.

(GII-5119‑BO)

Found In: 8.1.100.31 Fixed In: 8.1.104.11

When processing the AG2_I_AGENT_SUBHR aggregate, RAA performs a full table scan on INTERACTION_RESOURCE_FACT, because the query for the H_I_AGENT hierarchy was improved without a corresponding index update. To correct this, as a workaround, you can manually create the missing index while you are logged in as the Genesys Info Mart user who has access to the main Info Mart schema:

On Oracle

create index IDX_IRSF_IRF on IXN_RESOURCE_STATE_FACT(INTERACTION_RESOURCE_ID) online;

For a partitioned Info Mart:

create index IDX_IRSF_IRF on IXN_RESOURCE_STATE_FACT(INTERACTION_RESOURCE_ID) local online;

On Microsoft SQL

create index IDX_IRSF_IRF on IXN_RESOURCE_STATE_FACT(INTERACTION_RESOURCE_ID);

(ER# 319335627)

Found In:   8.1.100.31 Fixed In:   8.1.101.05

When upgrading RAA, be sure to use the set of files from the IP to which you are upgrading. If you continue to use some of the files (partition-kit.ss or patch-agg-subhour.ss, for example) from a prior release, then you might encounter errors such as the following:

Argument 'false' to 'apply-to-args' has wrong type (java.lang.Boolean) (expected: procedure)

Contact Genesys Customer Care for assistance if you customized these files. (ER# 319335618)

Found In:   8.1.100.31 Fixed In:  

If you migrate to Genesys Info Mart 8.1.1 and then re-aggregate (either manually or by Genesys Info Mart's sending of notifications that induce re-aggregation) the data range that covers dates prior to migration, then rows in the AG2_AGENT, AG2_AGENT_QUEUE, and AG2_ID aggregates will be deleted for the date range beginning from notification to migration. To work around this issue, make sure the following is true of your environment before you begin Genesys Info Mart migration:

In addition, if you have migrated Genesys Info Mart from release 8.1.0, then, logged as the Genesys Info Mart schema owner, run the following SQL statements—before attempting to run or upgrade RAA 8.1.1—to complete Genesys Info Mart 8.1.1 migration:

ORACLE:

update INTERACTION_RESOURCE_FACT set ANCHOR_FLAGS_KEY=0 where ANCHOR_FLAGS_KEY is null;
alter table INTERACTION_RESOURCE_FACT modify (ANCHOR_FLAGS_KEY default 0 not null );
Microsoft SQL:
update INTERACTION_RESOURCE_FACT set ANCHOR_FLAGS_KEY=0 where ANCHOR_FLAGS_KEY is null;
alter table INTERACTION_RESOURCE_FACT alter column ANCHOR_FLAGS_KEY int not null;
alter table INTERACTION_RESOURCE_FACT add constraint IRF_ANCHOR_FLAGS_KEY_D default 0 for ANCHOR_FLAGS_KEY;

Note: These statements might take a while to finish executing depending on the size of your INTERACTION_RESOURCE_FACT table. (ER# 311243728)

Found In:   8.1.100.18 Fixed In:   8.1.101.05

Running the updateAliases runtime parameter to update tenant views might yield a success return code (0) even when the update fails. (ER# 305920586)

Found In:   8.1.001.04 Fixed In:   8.1.101.05

In some callflow scenarios involving the customer leaving the call during a transfer or conference initiation, due to a Genesys Info Mart limitation (noted in ER#s 287617711, 286023177, and 286022901), the following measures might not reflect the full duration of the consultations:

(ER# 299444482)

Found In:   8.1.001.04 Fixed In:  

If there is a gap in time between end of the interaction and the beginning of aftercall work, then for the hour and higher aggregation levels, RAA might incorrectly calculate the following metrics of the H_I_AGENT hierarchy:

Note that the values of these measures for the SUBHR aggregation level, however, will be accurate. (ER# 285306421)

Found In:   8.1.001.04 Fixed In:   8.1.101.05

On Microsoft Windows platforms, you cannot install RAA 8.1 in plug-in mode over an existing version as it is documented. Rather, you must uninstall the previous RAA version in order to reinstall it or to install a new version. (ER# 290013039)

Found In:   8.1.000.12 Fixed In:  

Reporting Analytics and Aggregates incorrectly calculates the following aggregate columns in all RAA hierarchies in which the columns are found:

CONSULT_RCV_WARM_ENGAGE_TIME
CONSULT_RCV_ACC_WARM
CONSULT_RCV_WARM_HOLD_TIME
CONSULT_RCV_WARM_HOLD

The formulas mistakenly include the count and duration for the agent conference initiator in cases when the customer disconnected from the conference while the conference was still in progress. (ER# 283794008)

Found In:   8.1.000.12 Fixed In:   8.1.001.02

By design, RAA uses the INTEGER data type on SQL Server platforms to store values for measures at the lower aggregation levels. This data type has a narrower range of values that can be written to INTEGER fields than other numeric data types. If, during the aggregation of data, values exceed this data type's capacity (as might be the case for lengthy agent-state durations or long-running interactions both of which are stored in seconds), then RAA will log the following:

Arithmetic overflow error converting expression to data type int.

If these long-running interactions or agent states are legitimate—and not due to Genesys Info Mart error—and you choose not to set the days-to-keep-active-facts Genesys Info Mart option (in order to reduce the duration of active interaction or state), then to avoid this error, consider disabling the problematic aggregates following the instructions provided in the Reporting and Analytics Aggregates Deployment Guide. (ER# 295306930)

Found In:   8.0.100.05 Fixed In:  

On Unix platforms, installing RAA into Genesys Info Mart root directory creates the following subdirectory:

[GIM Root]\agg\agg

RAA-deployed files in this location prevent the GIM Server from finding the aggregation engine. To correct this problem, move all content from this subdirectory into the [GIM Root]\agg\ subdirectory. (ER# 288047390)

Found In:   8.0.100.05 Fixed In:   8.1.100.19

With some Genesys Info Mart versions, if you change Genesys Info Mart options, such as the database access point or aggregation-engine-class-name while Genesys Info Mart is running, you might encounter error messages, such as the following:

18:44:05.062 Lib.Thread.KeeperManager	caught an exception. Monitor: AggKeeper Message: AggKeeper: unable to execute command: UPDATE_CONFIG
18:44:05.062 Lib.Thread.KeeperManager	common.TransformError: Exception during synchronization of existing configuration

And, both Genesys Info Mart and RAA might stop processing data. To work around this problem, restart Genesys Info Mart after making above-mentioned changes or make the changes while Genesys Info Mart is not running. (ER# 271265897)

Found In:   8.0.001.02 Fixed In:   8.1.101.05

The Reporting and Analytics Aggregates 8.1 User's Guide states that the AliasFile specified when you issue the -updateAliases runtime parameter must contain one line for each tenant alias account to be updated. This information is correct, but is misleading. The Reporting and Analytics Aggregates 8.1 User's Guide should state that the AliasFile must contain one line for each tenant alias account (not only the ones to be updated). For any tenant alias not listed in the file, -updateAliases clears all views. (GII-6141)


In the Reporting and Analytics Aggregates 8.1 Reference Guide, the description of the table AG2_QUEUE_ACC_AGENT_HOUR lists the factors that determine to which time-range bucket an interaction is assigned, and incorrectly states that one of those factors is: ''Time-range boundaries that are defined accepted-by-agent thresholds which are configured within the: [agg-gim-thld-QUEUE-ABN] section, for RAA 8.1.1+''. Instead, it should state: ''Time-range boundaries that are defined by the accepted-by-agent thresholds, which are configured within the: [agg-gim-thld-QUEUE-ACC] section, for RAA 8.1.1+''. (GII-6177)


The Reporting and Analytics Aggregates Reference Manual fails to provide a list of indexes. A list of indexes is provided in the Reporting and Analytics Aggregates Deployment Guide. (GII-5924)

Found In:   81ii_ref-raa_04-2016_v8.1.402.01 Fixed In:  

The Reporting and Analytics Aggregates Deployment Guide incorrectly states that Queue attached data is supported beginning in release 8.1.104. Queue attached data is supported only in release 8.1.400.23 and later.

Found In:   81ii_dep-raa_09-2014_v8.1.402.00 Fixed In:  

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Discontinued Support

This section documents features that are no longer supported in this software. This cumulative list is in release-number order with the most recently discontinued features at the top of the list. For more information on discontinued support for operating environments and databases, see Discontinued Support in the Genesys Supported Operating Environment Reference Guide.


Oracle 10g and 10g RAC support is discontinued in all RAA releases, as of February 2014.

Discontinued As Of:  February 2014

The following configuration option in the [agg] section is no longer recognized:

number-of-writers

Refer to the latest Reporting and Analytics Aggregates 8.1 Deployment Guide for further information.

Discontinued As Of:  8.1.101.05

The following configuration sections are no longer recognized:

[agg-time-range-ABN]
[agg-time-range-ACC]
[agg-time-range-MISC]

Instead, you must configure thresholds for time ranges in the following sections:

[agg-gim-thld-AGENT-IXN]
[agg-gim-thld-ID-IXN]
[agg-gim-thld-QUEUE-ABN]
[agg-gim-thld-QUEUE-ACC]
[agg-gim-thld-QUEUE-IXN]

Refer to the latest Reporting and Analytics Aggregates 8.1 Deployment Guide for further information.

Discontinued As Of:  8.1.100.19

The TOTAL_CONTACTS and UNIQUE_CONTACTS fields that were available in the AG2_CAMPAIGN_* tables and views are no longer available in RAA 8.1 schema.

Discontinued As Of:  8.1.000.12

The ojdbc5.jar Oracle JDBC driver is no longer provided within the RAA installation package.

Discontinued As Of:  8.0.100.05

The ability to purge data from the aggregate tables is not available in 8.x releases prior to release 8.1.4. This feature was available in the Genesys Info Mart 7.6.x releases.

Discontinued As Of:  8.0.000.32

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Internationalization

Information in this section is included for international customers.


There are no known issues related to internationalization.


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Additional Information

Additional information on Genesys Telecommunications Laboratories, Inc. is available on our Customer Care website. The following documentation also contains information about this software. Please consult the Deployment Guide first.

Product documentation is provided on the Customer Care website, the Genesys Documentation website, and the Documentation Library DVD (produced monthly).

Note: For the DVD, the New Documents on this DVD page indicates the production date for that disc. Due to disc production schedules, documentation on the Customer Care website may be more up-to-date than what is available on disc immediately after a product is released or updated. To determine the version of a document, check the version number that is located on the second page in PDFs or on the About This File topic in Help files.

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