| Release Number | AIX | HP-UX | Linux | Solaris | Tru64 UNIX | Windows |
|---|---|---|---|---|---|---|
| 7.6.200.09 [08/20/2009] – General | X | X | X | X | X | |
| 7.6.100.07 [03/03/2009] – General | X | X | X | X | X | |
| 7.6.001.01 [10/24/2008] – General | X | X | X | X | X | |
| 7.6.000.26 [09/26/2008] – General | X | X | X | X | X |
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is no longer an affiliate of Alcatel-Lucent; any indication of such affiliation within Genesys products or packaging is no longer applicable.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.genesyslab.com for more details.
This release note applies to all 7.6 releases of Genesys Interactive Insights.
Genesys follows applicable third-party redistribution policies to the extent that Genesys solutions utilize functionality of commercial or non-commercial third parties. For specific information on any third-party software used in this product, see the Read Me and the Business Objects Enterprise XI 3.1 release notes provided by SAP.
Supported Operating Systems
New in This Release
Corrections and Modifications
There are no restrictions for this release. This section describes new features that were introduced in this release of Genesys Interactive Insights:
Two new interaction-detail reports:
One new business attribute report—Business Metrics Executive Report
One new agent report—Agent Conduct Report
One new queue report—Queue/Virtual Queue Outline Report
New universe elements to support these reports, including the following, are described in the Genesys Interactive Insights 7.6 Universe Guide:
Activity\Calls RONAActivity\Calls Abandoned RingingActivity\Calls Short TalkBusiness Attribute\Calls Entered with ObjectiveFlow and Handling Attempt
subclasses of the Interaction Detail class—classes which also make their debut
in this releaseImproved definitions for two measures:
Business Attribute classCalls Answered, in the Interval classImproved folder structures in the BOE repository that enable the co-existence of multiple versions of the Interactive Insights universe and reports
Improved report designs for all of the reports
Various usability improvements
This release includes the following corrections and modifications that were made between this release and the previous 7.6 release:
The Report Info header for all reports has been updated to remove the time element
from the date fields (Start Date, End Date, and Report Date) whenever Interactive
Insights did not explicitly observe this element of the date. In previous releases, its
inclusion may have introduced confusion over what the reporting interval was.
(ER# 220387211)
In the previous release, the Interactive Insights installation routine did not import
the Interactive Insights default users, user groups, or permissions into the BOE
repository. You had to create them manually. This release provides a new installation
script, gi2_deploy_sec.bat/sh, that performs this task.
(ER# 219319821)
The Agent Interval Based Report no longer displays records depicting agent
state–related activity when the agent was logged in but processed no calls at all during
the reporting interval. Previously, this report (which provides a snapshot of an agent's
call-processing activities, contained rows correlating to each time the agent's
state changed), such as from Ready to NotReady.
(ER# 206656334)
Supported Operating Systems
New in This Release
Corrections and Modifications
There are no restrictions for this release. This section describes new features that were introduced in this release of Genesys Interactive Insights:
New universe elements to support these reports, including the Customer Segment and Business Result dimensions, are described in the Genesys Interactive Insights 7.6 Universe Guide.
Measures and dimensions in the Service Type and Agent-related classes of the universe were renamed and restructured to provide better organization. These classes have been renamed as follows:
Agent Activity class was renamed to Activity and has been positioned as a subclass of the Agent class. Agent Interval was renamed to Interval under the Agent class.Agent State was renamed to State under the Agent class.Agent State Detail was renamed State Detail under the Agent class.Service Type was renamed to Business Attribute.In addition, some measures were moved to the Login Detail and Reason new subclasses of Agent. Refer to the "Interactive Insights Classes" chapter in the Genesys Interactive Insights 7.6 Universe Guide for further details.
Like measures in the universe were consolidated for better presentation. The functionality provided by the * by VQ, * by Agent Group, and * by Q Group measures was folded into their corresponding base measures. For example:
Avg Handle Time by VQ measure, available in previous releases, was folded into the Avg Handle Time measure which provides average handle duration by queue or by virtual queue when it is dimensioned in reports by the Queue/VQ dimension.Talk Time by Agent Group was folded into the Talk Time measure.Calls Entered by Q Group was folded into the Calls Entered measure. Refer to the "Interactive Insights Measures" chapter in the Genesys Interactive Insights 7.6 Universe Guide for further details.
New filters (MTD, QTD, and YTD) were added to the Preset Date Filter user prompt to provide month-to-date, quarter-to-date, and year-to-date reporting.
All reports were updated to provide multi-tenant reporting.
Two documents—the Genesys Interactive Insights 7.6 Universe Guide and Genesys Interactive Insights 7.6 User's Guide—were added to the Business Objects repository to avail their content to all InfoView and Web Intelligence users.
The following user groups, with predetermined rights, were added to the universe to facilitate the setup of users in your environment:
Interactive Insights report developersInteractive Insights report editorsInteractive Insights report viewersInstallation of Business Objects and Interactive Insights has been simplified into one installation package.
This release includes the following corrections and modifications that were made between this release and the previous 7.6 release:
A workaround is no longer required to circumvent a previously known limitation regarding drill up/drill down in the interval-based reports along the Time hierarchy. Interval-based count measures are no longer calculated incorrectly after performing a drill.
Note: Care should still be taken, though, when analyzing the results reported by interval count measures because they are not additive along the Time hierarchy. Refer to Genesys Interactive Insights 7.6 User's Guide for additional information about interval measures. (ER# 204412090)
Supported Operating Systems
New in This Release
Corrections and Modifications
There are no restrictions for this release. This release contains no new features or functionality.
This release includes the following corrections and modifications that were made between this release and the initial 7.6 release:
Report performance has been improved with the clearing of the Multiple SQL statements for each measure Universe option in Designer and improved SQL coding for Universe conditions in the Time class. (ER# 208879797, 208119761)
Supported Operating Systems
New in This Release
Corrections and Modifications
There are no restrictions for this release. This section describes new features that were introduced in the initial 7.6 release of Genesys Interactive Insights. Genesys Interactive Insights 7.6 offers the following:
Ten agent-based reports:
Five queue-based reports:
Two business results reports:
An entire universe of elements to support these reports, powered by BusinessObjects Enterprise XI, 3.0 (BOEXI3) software. Refer to the Genesys Interactive Insights 7.6 Universe Guide for information about these elements and reports. Refer to BusinessObjects Enterprise documentation for instruction on the operation of the BOEXI3 suite of applications and tools.
As this is the first release of Genesys Interactive Insights, this release contains no corrections.
This section provides the latest information on known issues and recommendations associated with this product. Some of the issues are specific to BOE software but are apparent through the Interactive Insights reports or universe. Where this is the case, the Genesys-associated Engineering Request (ER) number is suffixed with "‑BOE".
There are several look-and-feel issues with running reports when using the Mozilla Firefox browser such as shifted rows, misaligned table cells, and incomplete display of data. These issues are not apparent when using the Microsoft Internet Explorer browser or in Applet mode on Firefox.
If you upgraded Interactive Insights from a previous release (that is, uninstalled and then reinstalled GI2) and modified some of the BOE properties, permissions, or membership of the Interactive Insights-supplied users or user groups, the new release of Interactive Insights will overwrite these attributes. (ER# 234060556)
| Found In: 7.6.200.09 | Fixed In: |
The BOE server may stop or hang indefinitely during the following Web Intelligence operations:
These operations are most commonly performed on the Summary tab of
Interactive Insights reports. (ER# 233433961‑BOE)
| Found In: 7.6.200.09 | Fixed In: |
After installing Interactive Insights 7.6.2, you may encounter the Universe data
connection could not be found error message when running Interactive Insights reports
from the previous release. This may occur if your old universe used the default
GI2_GIM_DB database connection. To correct this error, reset the connection for
the old universe in Designer. To reset the connection:
Connections List (Tools > Connections).
| Found In: 7.6.200.09 | Fixed In: |
When running Interactive Insights against an Info Mart on the DB2 RDBMS, report results
might yield data that is rounded incorrectly for those measures that were defined using
the DB delegated function. If the formula for such measures yields fractions
(such as averages and percentages), the resultant values will be rounded down only to the
tenths place—for example, 0.2 instead of 0.23. To obtain
a higher degree of precision, update the measure's definition in Designer to use
1.0000 wherever 1.0 is used. In the modified formula, specify as
many zeros as the degree of precision that you are trying to achieve.
(ER# 229971505‑BOE)
| Found In: 7.6.200.09 | Fixed In: |
The import of users, groups, and permissions into the BOE XI repository may generate exceptions during the installation of Interactive Insights if your administrative user is any other than Administrator. (ER# 229971526‑BOE)
| Found In: 7.6.200.09 | Fixed In: |
The import of certain objects into the BOE XI repository during installation may fail if your environment already contains objects of the same name but that use different object IDs. As a workaround, rename or delete the existing object. (ER# 229971501‑BOE)
| Found In: 7.6.200.09 | Fixed In: |
If you specify a value greater than 0 at the From Hour prompt of certain reports and then run the report, the results for measures that were defined using the DB delegated function may be empty where they should contain values. (ER# 229281573)
| Found In: 7.6.200.09 | Fixed In: |
You may encounter errors, such as the following, during installation of BOE XI and Interactive Insights on UNIX platforms:
"Couldn't back up" The specified pathname contains [Space] characters. (STU00098)
To avoid this error, specify an installation path that does not contain spaces. (ER# 220487028)
| Found In: 7.6.100.07 | Fixed In: 7.6.200.09 |
The Interactive Insights installation routine deploys some Business Objects files even if the option to install BOE software is not selected. (ER# 220378205)
| Found In: 7.6.100.07 | Fixed In: 7.6.200.09 |
During the UNIX installation of BOE XI, you may encounter an error regarding the UTF-8 locale setting. If this parameter is set incorrectly, installation will cease. To correct this, issue one of the following commands prior to installation:
export LANG=en_US.utf8 export LANG=en_US.UTF-8
The command you select depends on your UNIX platform. (ER# 220315067‑BOE)
| Found In: 7.6.100.07 | Fixed In: |
The Interactive Insights installation does not import the default user groups or users that are featured in this release. Instead, you must import them manually using the BusinessObjects Import Wizard. Refer to the "Manually Importing the Universe and Reports" section in the Genesys Interactive Insights 7.6 Deployment Guide for instructions on how to accomplish this. (ER# 219319821‑BOE)
| Found In: 7.6.100.07 | Fixed In: 7.6.200.09 |
DB2 users may encounter syntax errors when using the Report Date prompt in the Interactive Insights reports. To avoid these errors, update the following file to specify the USER_INPUT_DATE_FORMAT parameter:
C:\Program Files\Business Objects\BusinessObjects Enterprise 12.0\win32_x86\dataAccess\connectionServer\db2\db2udb.prm
Set the parameter as follows:
<Parameter Name="USER_INPUT_DATE_FORMAT">'yyyy-mm-dd HH:mm:ss'</Parameter>
Doing so will enable the DB2 server to process datetime values in string format. This workaround applies for all 7.6.x releases. (ER# 200243601‑BOE)
| Found In: 7.6.000.26 | Fixed In: 7.6.x |
Under certain circumstances, some values may repeat in the list boxes of report prompts. This is apparent upon the first run of a report when you select to expand Show List Of Values. The ALL value may, inadvertently, appear twice. This has no impact on report results. (ER# 183836167‑BOE)
| Found In: 7.6.000.26 | Fixed In: |
In Report Info, the values for prompts that allow multiple selections display values in the order you selected them rather than alphabetically. (ER# 185568701‑BOE)
| Found In: 7.6.000.26 | Fixed In: |
The user prompts in reports that prompt for date values, such as Start Date
and End Date, contain an extraneous time component (shown as 12:00:00)
that is not required for report generation. Furthermore, the Business Objects Report Server
ignores any time values that you might designate for such prompts.
(ER# 185568808‑BOE)
| Found In: 7.6.000.26 | Fixed In: |
If you specify improper BOE credentials when prompted during the installation of Interactive Insights or if some other problem results that impacts the deployment of the Interactive Insights universe and reports to the Business Objects repository, the final screen of the Interactive Insights installation routine nonetheless reports that installation was successful. (ER# 185630156)
| Found In: 7.6.000.26 | Fixed In: |
Take care when interpreting report results that show data which has been drilled up from
its original aggregation level. The layout of each report defines section breaks which are
appropriate only to the original aggregation level designed for the report. For example, the
Agent Interval Based Report has been designed with a section break on
Agent Name. The Call Volume Service Type report has been designed
with a section break on Service Type Name.
The composition of these section breaks is not dynamic in light of drilling operations
that are performed on the report. Drilling up to Agent Group in the Agent
Interval Based report, for example, does not redefine the section break to occur on
agent groups. As such, reports for drilled aggregation levels display results that may appear
unbecomingly sectioned.
As a workaround, you can customize a report to provide results that are appropriately sectioned for the desired aggregation level. (ER# 195952061‑BOE)
| Found In: 7.6.000.26 | Fixed In: |
The Timestamp measures in the Daily Agent Login-Logout and
Daily Agent State Detail Interactive Insights reports incorrectly display the
time as 00:00:00 when the Business Objects server operates on Linux platforms
using JDBC drivers for connectivity to the Info Mart. As a workaround, you can get timestamps
to display correctly if you change the driver to Oracle Client or DB2 Client. (ER# 196251318‑BOE)
| Found In: 7.6.000.26 | Fixed In: |
At times, report values may not fit in the cell space provided by the Interactive Insights reports. Instead of the expected data, Web Intelligence displays ##### to clearly denote the problem. This occurs under the following circumstances:
#TOREFRESH instead of the cell's value. For cells that are too narrow to display the #TOREFRESH message in its entirety, Web Intelligence instead displays #####.The workaround to make all report values visible is to expand the width of the affected columns to accommodate the data for all of the cells within those columns. As a result of this operation, you may also need to expand the width of the report page to accommodate all of its columns. (ER#s 197659540‑BOE, 195952606‑BOE)
| Found In: 7.6.000.26 | Fixed In: 197659540 |
Web Intelligence report filters (also known as "quick filters") can be applied to different table elements of a report in "Edit" mode; namely:
You must pay close attention to the Report Filters Applied to: label under
the Web Intelligence toolbar to understand which part of your report will be filtered. The
currently applied filters can also be seen in Map tab of the left Report panel
by clicking the Filter button. By Web Intelligence design, one can apply filters
to any or all report tables in a manner in which one application is independent of the other.
So, quick filters, for example, applied to the main table in your report, may not be reflected
in the grand total section of your report.
Below is a description of the issues apparent with the use of quick filters in these three manners:
Quick filters applied to the whole report
The use of any of the following operators in filters that are applied to any measure
may lead to #UNAVAILABLE values in your generated reports for database delegated
measures in the main table or in the report's grand or subtotals:
In ListNot In ListBetweenNot BetweenIs NullIs Not NullThe use of such operators in a filter that is applied to a dimension may lead to
either an #UNAVAILABLE or a #TOREFRESH result (where clicking
Refresh does not resolve the matter) for database delegated measures in the
main table or in the grand or subtotals.
The use of any operator in the filter defined on database delegated measures or to
measures containing the MAX() function in the universe for aggregates may lead
to incorrect filtering results, such as an empty or an unchanged dataset.
#UNAVAILABLE.Grand Total section to bring in correspondence between data in main table
and grand total.
Note that #UNAVAILABLE measure values cannot be cleared or made available by
clicking Refresh. (ER# 200236085‑BOE)
| Found In: 7.6.000.26 | Fixed In: |
The layout of a generated report may be such that detailed table data may fall on the page following its header instead of on the same page. Where these awkward page breaks occur, the Interactive Insights reports either repeat the table's header so that it appears twice—both on the bottom of the first page and at the top of the second page together with the table's data or the reports display a portion of the header on one page and the other portion on the following page. (ER#s 202246251‑BOE, 206086596‑BOE)
| Found In: 7.6.000.26 | Fixed In: 7.6.200.09 |
There is a known limitation for the interval-based reports with using drill up/drill down operations along the Time hierarchy. Interval-based count measures may be calculated incorrectly after drilling up and then back down in a report.
The following measures are affected:
In the Agent Interval class:
Calls AnsweredHoldInbound ACWAnd, in the Agent State class:
ACWACW InCallACW OutCallNot ReadyNot Ready InCallNot Ready OutCallNot Ready Reason CountThe following Interactive Insights reports contain these measures:
Agent ACW ReportAgent Interval Based ReportAgent Not Ready Reason Code ReportAgent Not Ready ReportTo work around this limitation, do either of the following:
Properties of the affected measure(s) within Designer, change the Function from Sum to Database Delegated.Note: Care should be taken when analyzing the results reported by interval count measures because they are not additive along the Time hierarchy. Refer to Genesys Interactive Insights 7.6 User's Guide for additional information about interval measures. (ER# 204412090)
| Found In: 7.6.000.26 | Fixed In: 7.6.100.07 |
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.
This release of Genesys Interactive Insights discontinues use of the Service Type class. Starting with the 7.6.1 release, universe elements previously found in this class are now located in the Business Attribute class. Likewise, the Agent Activity, Agent Interval, Agent State, and Agent State Detail classes have been discontinued and their elements moved to other classes. Refer to the "Interactive Insights Classes" chapter in the Genesys Interactive Insights 7.6 Universe Guide for details.
| Discontinued As Of: 7.6.100.07 |
Information in this section is included for international customers.
The Interactive Insights universe is not deployed to the Business Objects repository when installing Genesys Interactive Insights in a Korean environment. To use Interactive Insights within this environment, you must import the universe manually following the instructions provided in the Genesys Interactive Insights 7.6 Deployment Guide. (ER# 203480621)
Additional information on Genesys Telecommunications Laboratories, Inc. is available on our Technical Support website. The following documentation also contains information about this software. Please consult the Deployment Guide first.