Release Note

Contents

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is no longer an affiliate of Alcatel-Lucent; any indication of such affiliation within Genesys products or packaging is no longer applicable.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 Genesys Interactive Insights (GI2). The release note for Reporting and Analytics Aggregates (RAA)—a component of GI2—also includes pertinent information.

• Links in the Contents section enable you to access information regarding a specific release. Releases are listed by version number rather than in date order. For this reason, a recent release may be listed after earlier releases, if the version number is lower. Except when otherwise noted in the information for a specific release, each release includes all of the features and corrections that were introduced for the applicable operating system at earlier dates, regardless of the version numbering.
• The Release Number table lists the supported operating systems for each release at a high level. For more detailed information, see the Genesys Supported Operating Environment Reference Guide.
• The Known Issues and Recommendations section is a cumulative list. It includes information on when individual items were found and, if applicable, corrected.
• The Corrections and Modifications section for each release may list additional issues that were corrected without first being documented as Known Issues.
• The Discontinued Support section is cumulative. It lists functionality that is no longer supported and the release number of the version in which support was discontinued.

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 Legal Notices under More Release Information. Please contact your Customer Care representative if you have any questions

Supported Operating Systems

New in This Release

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

Notes

• Beginning with this release, GI2 requires, at minimum, version 14.1.5.1501 SAP BO Business Intelligence Platform (BI) 4.1 Support Pack 5 software. Version 14.1.6.1702 BI 4.1 Service Pack 6 is recommended.
• In GI2 release 8.1.405.05, the universe and reports are release 8.1.405.04.

Corrections and Modifications

This release includes the following corrections and modifications:

In Web Intelligence, the Query Panel no longer stops working when you open the Interaction Flow Report to edit in HTML mode. (GII-5089-BO)

The value of the Call per Hour variable on the Agent Performance tab of the Call Center Monitor workspace is now correct. Previously, the value was calculated incorrectly, causing the displayed value to be lower than expected. (GII-5031)

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Supported Operating Systems

New in This Release

There are no restrictions for this release. This section describes new features that were introduced in this release of GI2.

The following features are added:

• Support is added for BI Workspaces. Each customizable workspace provides dashboard-like displays of one or more charts of contact center activity. The charts are designed using Web Intelligence, which is an application in the BusinessObjects (BO) Business Intelligence Platform suite. Workspaces are stored in one subfolder: 8.1.4 > Workspaces. This release provides one new workspace, Call Center Monitor, which is composed of the following tabs:

  • Accepted Performance— This tab displays four charts, using data from the Interaction Traffic Report.
  • Agent Performance— This tab displays two charts, using data from Agent Summary Activity Report and the Agent Utilization Report.
  • Business Result— This tab displays four charts, using data from the Interaction Volume Customer Segment Report.

  Notes

  • Data in the workspaces provides a snapshot of the database at a given point in time; to view current data, you must refresh the data. Also, consider scheduling regular runs of the constituent reports, as the workspaces do not display the date range over which its reports were run. You can refresh the data in a workspace either from the workspace itself, or by running each report before opening the workspace. When you refresh, the values that you specify at the user prompts apply only to the report for which the user prompt was invoked, with one exception: any associated (hyperlinked) standalone report inherits the prompt values from the called report only if these user prompts are populated.
  • For optimal viewing of workspaces, set your screen resolution to a width of at least 1280 pixels.
  • Monthly reports assume seven-day-a-week operation. If your environment does not generate data on weekends, for example, the monthly data shown in the workspace may imply poorer performance than actually occurs.

• New Callback reports, and elements that support them, are added to the GI2 Universe in this release.
  These reports and elements are reserved for future releases.

• GI2 now supports using PostgreSQL 9.3 for the Info Mart database.

Corrections and Modifications

No corrections and modifications are added in this release.

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Supported Operating Systems

New in This Release

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

Corrections and Modifications

This release contains corrections in the Reporting and Analytics Aggregates component only, which are described in the Reporting and Analytics Aggregates 8.1 Release Notes for release 8.1.400.27. There are no other corrections or modifications for this release of GI2.

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Supported Operating Systems

New in This Release

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

Corrections and Modifications

This release contains corrections in the Reporting and Analytics Aggregates component only, which are described in the Reporting and Analytics Aggregates 8.1 Release Notes for release 8.1.400.25. There are no other corrections or modifications for this release of GI2.

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Supported Operating Systems

New in This Release

There are no restrictions for this release. This section describes new features that were introduced in this release of GI2.

• New Data Access Restriction capabilities provide restrictions that apply to objects within BusinessObjects (BO), so that users see a limited set of data and reports.

  Tip: BusinessObjects (BO) users with access restrictions, but who are not members of suitable groups, might have access to no data or reports. Be sure to read and understand the descriptions of this feature before applying access restrictions.

  For more information about data access restrictions, see the Genesys Interactive Insights Deployment Guide. Note that this feature is incorrectly described as role-based access restrictions in some versions of the Genesys Interactive Insights Deployment Guide.

• This release introduces Genesys Info Mart Manager, which replaces Genesys Info Mart Administration Console. The Genesys Info Mart Manager also provides the ability to run (or rerun) RAA jobs. Previously, re-aggregation requests could be issued only from the command line.

• The Agent Queue Report now includes the Number of Accepted Calls field.

• Queue attached data is now supported: Queue hierarchies now provide key columns that you can configure to join to two custom user data Info Mart dimension tables of your choice. To support this, User_data keys are now integrated within the AG2_Queue_* aggregate tables and associated GI2 classes.

• Support is added for Red Hat Enterprise Linux 6.X 64-bit native.

• Support is added for Microsoft SQL Server 2012 and Oracle 12.

• Genesys Interactive Insights User's Guide has been moved to a web-based format, and is no longer distributed with the GI2 installation package. You can access it on the Genesys documentation website.

Corrections and Modifications

This release includes the following corrections and modifications:

After migration from BO XI 3.1 to BI 4.1, the Queue Summary Report chart correctly shows Abandoned Waiting as Bars, and Abandoned Waiting appears in the Axis title. Previously, the Queue Summary Report chart might have shown Abandoned Waiting as a Line, and Abandoned Waiting might not appear in the Axis title. (GII-4603)

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Supported Operating Systems

New in This Release

There are no restrictions for this release. This section describes new features that were introduced in this release of GI2.

• Support for SAP BusinessObjects Business Intelligence Platform 4.1 is added.

Corrections and Modifications

This release includes the following corrections and modifications:

The universe join between the INTERACTION_RESOURCE_FACT_GI2 table and the RESOURCE_ table is no longer missing from the INTERACTION_RESOURCE_FACT context in the GI2 universe. Previously, this missing join could prevent the modification of the Interaction Handling Attempt Report in cases where the Source dimension or Source Type detail from the Detail\Handling Attempt class were used in the report query. This sometimes caused report generation to fail with the following error: The query cannot run because it combines objects that reference incompatible tables (IES 0008) (Error:INF ).

The SQL definition of the universe Flow\Connection ID\Root Id detail is now correct in the GI2 universe. Previously, this wrong SQL definition could prevent modification of the Interaction Flow Report in cases where the Root ID detail from the Detail\Flow class was used in the report query. This could cause report generation to fail with an error message about incorrect syntax near cast. (GII-4578)

Links formed with the https protocol no longer fail for the following reports (in the Details folder): Agent Details Activity Report, Interaction Flow Report, Interaction Handling Attempt Report, and Transfer Detail Report. (GII-4552)

The error message Cannot perform drill action. Parameters missing from context or prompts. no longer appears when you attempt to drill in charts and tables on the Summary tab of the following reports: Agent Not Ready Reason Code Report, Agent Not Ready Report, Agent Summary Activity Report (on all tabs), and Agent Wrap Report. Therefore, you no longer need to enable "Keep Last Values" to resolve this issue. (GII-4545)

The problems noted in Service Pack 5 of SAP BusinessObjects Enterprise (BO) XI 3.1 regarding the behavior of the @Prompt() function within the Persistent parameter are no longer apparent in SAP Business Objects Business Intelligence Platform (BI) 4.1. (ER# 297920061)

The Interaction Volume Service Type Trend Report was improved by the addition of an extra dimension that identifies whether the graph's data points from current data or forecast data. This extra dimension was added to the x-axis. (GII-3322)

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Supported Operating Systems

New in This Release

This is a hot fix for this product. No new features were added in this release.

Corrections and Modifications

This release includes the following corrections and modifications to support Genesys Cloud implementations only:

The Callback Details Report now correctly displays the desired callback time as a timestamp. Previously the desired callback time was displayed as a duration, rather than as a timestamp. (GII-5993)

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Supported Operating Systems

New in This Release

This is a hot fix for this product. No new features were added in this release.

Note: In GI2 release 8.1.106.15, the universe and reports are release 8.1.106.14.

Corrections and Modifications

This release includes internal changes that affect cloud deployments only.

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Supported Operating Systems

New in This Release

This is a hot fix for this product. No new features were added in this release.

Corrections and Modifications

This release includes the following corrections and modifications to support Genesys Cloud implementations only:

The GI2 script gi2_ha.sh now successfully exports the insights.biar file. Previously, after upgrade to GI2 release 8.1.106.12 the script might fail due to inappropriate processing of universe access restrictions, and generate the exception NullPointerException. (GII-5958)

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Supported Operating Systems

New in This Release

This is a hot fix for this product.

This release contains the following new features and enhancements:

• Beginning with GI2 release 8.1.106.12, and in later 8.1.1 releases, support is added for reporting on Post Call Survey. Ten new hidden dimensions and 2 new hidden classes are added to support this change. For more information, see the Supplement page of the Genesys Interactive Insights 8.5 Universe Guide, available on docs.genesys.com.

Corrections and Modifications

This release includes the following corrections and modifications to support Genesys Cloud implementations only:

The out-of-box Historical Report "Queue Summary Business Result" is renamed as "Queue Summary Customer Segment", and is modified to use the Customer Segment dimension instead of the Business Result dimension. (GII-5888)

The options available to manage Historical Reporting user groups in new Genesys Cloud deployments have been enhanced. (GII-5836)

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Supported Operating Systems

New in This Release

There are no restrictions for this release. This section describes new features that were introduced in this release of GI2.

• Enhanced filtering in reports:

  Some Person objects in the database are not Agents. Beginning with GI2 8.1.106.10 a new filter (RESOURCE_GI2.RESOURCE_SUBTYPE='Agent'), which is available in the Agent Name dimension definition, can identify and filter out these objects so that they do not appear in List of Values associated with Agent Name dimensions, or in reports. This filter is available only in deployments with Genesys Info Mart 8.5.004 (General) or 8.5.003 (Hot Fix) or later Genesys Info Mart releases. For earlier Genesys Info Mart releases, you can filter these objects by creating a SQL script to remove non-Agent Persons from the RESOURCE_GI2 view. The resulting view should be similar to the following:

  {code}
  from
  RESOURCE_ r
  where
  r.RESOURCE_TYPE_CODE <> 'AGENT' or
  (r.RESOURCE_TYPE_CODE = 'AGENT'  and
  not exists (select 1
    from GIDB_GC_AGENT gc
    where r.RESOURCE_CFG_TYPE_ID=3 /* CFGPerson */
      and r.RESOURCE_CFG_DBID=gc.ID /* join by PK */
      and gc.TYPE=1 /* not isAgent */)
  )
  {code}
  

• Summary of universe changes:
  • The following changes were made in the universe to account for changes in the Genesys Info Mart 8.5.003 database schema:
    • The column CALLBACK_FACT.DESIRED_TIME was renamed to CALLBACK_FACT.DESIRED_TIME_TS.
    • The definition of the Callback Detail\Desired Time measure was changed to CALLBACK_FACT_GI2.DESIRED_TIME_TS.
  • A new template condition, PreSetAndDayAndTimeRange MSSQL, was added to the Service Objects class to improve performance of Detail reports on MSSQL Server partitioned databases. To force MSSQL Server to perform partition elimination in Detail reports, you can include this template in standard PreSetAndDayAndTimeRange conditions from the Detail class.
  • The universe was updated to enable the inclusion of Low Cardinality User Data in Detail reports. To support this enhancement, new dimensions (Dimension 1...Dimension 10) were added in the Class Detail/Handling Attempt/Handling Attempt User Data Example class, and the following new classes were added:
    • Class Transfer/Transfer User Data Example/Source
    • Class Transfer/Transfer User Data Example/Target
  • The following new objects were added to the universe:
    • Measures: Customer Ready To Start Timestamp and Push Delivery Confirmed Timestamp were added to the Callback Details Report
    • Conditions: PreSetAndDayAndTimeRange MSSQL
    • Classes: Activity Call Survey, BA Call Survey, Transfer User Data Example\Source, and Transfer User Data Example\Target
    • Dimensions: Agent Score, Call Score, Company Score, IQ1, IQ2, IQ3, IQ4, Product Score, SQ1, SQ2

• Miscellaneous Changes:
  • Beginning with this release, and for later 8.1 releases, the Genesys Interactive Insights Universe Guide is no longer included in the installation package. Together with other documentation for GI2, it is available on docs.genesys.com

Corrections and Modifications

This release includes the following corrections and modifications:

GI2 now successfully runs reports in scenarios where a GI2 connection uses MSSQL database, and a report is run by a user who is a member of the Interactive Insights custom access restrictions group, with both Static and Dynamic access restrictions applied. Previously in such scenarios, the following database error might appear:

The query processor ran out of internal resources and could not produce a query plan. This is a rare event and only expected for extremely complex queries or queries that reference a very large number of tables or partitions. Please simplify the query.

(GII-5843)

On deployments where a GI2_GIM_DB connection is created based on PostgreSQL DBMS parameters, a database error log is no longer generated the first time reports are run after installation. Previously in this scenario on GI2 8.1.106.07 deployments, the following database error log was generated: Driver not capable:DateFormat. (GII-5796)

In Genesys Cloud environments, auditing is no longer automatically enabled by the automatic deployment procedure. This prevents errors in scenarios where the CMS database is not available. To manually enable auditing, see the SAP BusinessObjects Enterprise Administrator's Guide guide. Previously, the automatic deployment procedure enabled auditing, which might generate an error such as:

Account Information Not Recognized: The CMS system database is not available. This error cannot be rectified by the end user. Report this error to your system administrator or database administrator. (FWM 02088)

(GII-5876)

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Supported Operating Systems

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:

The folder access permissions for all standard GI2 user groups were changed in this release. By hiding unused folders, this change simplifies report access for Cloud customers for whom insights_bec.biar was deployed. For these customers, only the Interactive Insights and Business Enterprise folders are now visible in InfoView. (GII-5506)

In Genesys Cloud environments, the automatic deployment procedure now enables auditing by default. When auditing is enabled, the BusinessObjects (BO) engine populates the auditing database with information about significant events on BO Enterprise servers. Once the data is in the auditing database, users with Administrator privileges can run the auditing reports, found in the Auditor folder in InfoView. (GII-5330)

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Supported Operating Systems

New in This Release

This release contains the following new features and enhancements:

• Performance of Detail reports was improved by modifying joins between fact tables to use partition keys, and use appropriate keys from the INTERACTION_RESOURCE_FACT table, instead of keys from the joined MEDIATION_SEGMENT_FACT table.
• Support was added for Microsoft Windows 8.1

• Improved cloud environment workflows.
• Fully automated BOE installation and migration.
• Formalized the procedure used for customizing the Genesys environment (BO and GI2) during cloud deployment.
• Improved backup procedure, making it more flexible, more universal, and easier to use.
• Improved BIAR content integrity check.
• Modified the Callback Details Report to include the following new measures, which were added to the Callback Details class in the GI2 Universe in this release:
  • Service ID
  • Service Start Timestamp
  • Last Callback Offered Timestamp
  • Last Callback Offer Time
  • Desired Time
  • Callback Offers per Session
• Modified the Callback Summary Report to include the following new measures, which were added to the Callback class in the GI2 Universe in this release:
  • Accepted Immediate
  • Accepted Scheduled
  • Accepted Wait For Agent

Corrections and Modifications

This release includes the following corrections and modifications:

Performance of Detail reports was improved by modifying joins between fact tables to use partition keys, and to use appropriate keys from the INTERACTION_RESOURCE_FACT table, instead of keys from the joined MEDIATION_SEGMENT_FACT table. (GII-5487)

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Supported Operating Systems

New in This Release

This is a hot fix for this product. No new features were added in this release.

• In GI2 release 8.1.106.03, the universe and reports are release 8.1.106.02.

Corrections and Modifications

This release includes the following corrections and modifications:

The Agent Activity Business report no longer double-counts data due to filtering errors. (GII-5442)

The gi2.users.helper.jar BOE deployment utility, used only in Cloud deployments, can now be executed by users who are members of the BusinessObjects User Administrator group. Previously, this utility could be executed only by members of the Genesys Administrators group or by the default Business Objects Administrator user. (GII-5332)

During BOE deployment, the correct rights are now assigned by the gi2.users.helper.jar script. Previously, incorrect rights were assigned, causing unwanted restrictions on local BusinessObjects administrator accounts. (GII-5331)

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Supported Operating Systems

New in This Release

There are no restrictions for this release. This section describes new features that were introduced in this release of GI2.

• The following enhancements are introduced for GI2 Language Packs beginning with release 8.1.106.02:
  • Release 8.1.106.02 and later GI2 Language Packs can be applied to any 8.1.1 release of GI2.
  • You can now install multiple Language Packs on a BO server, and users can then change browser locale settings to select the language used in reports.
  • The process of deploying Language Packs is now simplified. In fact, to translate the Universe, GI2 Reports, and BO GUI, complete only these steps:
    1. Change the host’s browser locale.
    2. Install the target BO language pack(s). (Refer to "Installing language packs" in the SAP BusinessObjects Installation Guide.)
    3. Within CMC, change both Preferred viewing locale and Product locale to Use browser locale.
    4. Within InfoView, change Product locale to Use browser locale.
    5. Install the GI2 Language Pack.
    Additional steps described in the Genesys Interactive Insights Deployment Guide are no longer required.
• A set of ready-to-use reports is added for Business Edition Cloud deployments. These reports, found in Document List/Business Edition, include several of the most popular GI2 reports, and are fully configured out of the box. For more information, see the Reporting section of the appropriate Business Edition Genesys Cloud Guide. The following changes in the universe support this change:
  • The Agent/Group Membership class and class members were introduced in the universe in this release.
  • In the Summarized State class, the following measures were renamed:
    • Unknown State Time is now named Other State Time
    • % Unknown State Time is now named % Other State Time
• Several new scripts are added, which are reserved for administrative use:
  • BOE Deployment scripts—gi2.users.helper.jar, conf/samples/groups.json, conf/samples/users.csv, gi2.service.control.jar, conf/samples/servers.json, conf/samples/cmd.txt
  • HA scripts—gi2_biar_export.sh, gi2_set_primary.sh, gi2_set_backup.sh
  • DR & cross-site sync scripts—gi2_sync.sh, gi2_biar_import.sh
  • Maintenance scripts—check_BOE.sh, cleanup.sh, gi2_s3backup.sh, backup.py.
• The definition of Reason Code was altered such that, when RESOURCE_STATE_REASON_GI2.REASON_CODE has a null value, a value of NO REASON is displayed in the Agent Not Ready Reason Code Report and Agent Details Activity Report.
• The following changes pertain to Callback reporting (Callback reports and associated elements are reserved for future releases):
  • In the Callback Details class, a new measure CALLBACK_FACT_GI2.CUSTOMER_PHONE_NUMBER is added. A corresponding new Customer Phone Number column and prompt are added to the Callback Details Report, along with the ability to filter the report based on this measure.
  • A new CUSTOMER_PHONE_NUMBER column, and related prompt, is added to the Callback Details Report. The value is mapped from the _CB_CUSTOMER_PHONE_NUMBER KVP to the Info Mart CUSTOMER_PHONE_NUMBER column in the CALLBACK_FACT table, and subsequently to the CALLBACK_FACT_GI2 view.

Corrections and Modifications

No corrections and modifications are added in this release.

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Supported Operating Systems

New in This Release

This is a hot fix for this product. No new features were added in this release.

Corrections and Modifications

This release includes the following corrections and modifications:

GI2 now correctly connects to the universe in Cloud deployments. Previously, the universe connection was defined incorrectly in the insights.biar. This fix affects Cloud deployments only. (GCLOUD-3250, GCLOUD-3205)

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Supported Operating Systems

New in This Release

There are no restrictions for this release. This section describes new features that were introduced in this release of GI2.

The following features are added:

• New Callback reports, and elements that support them, are added to the GI2 Universe in this release.
  These reports and elements are reserved for future releases.

• GI2 now supports using PostgreSQL 9.3 for the Info Mart database.

Corrections and Modifications

No corrections and modifications are added in this release.

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Supported Operating Systems

New in This Release

There are no restrictions for this release. This section describes new features that were introduced in this release of GI2.

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

• New Data Access Restriction capabilities provide restrictions that apply to objects within BusinessObjects (BO), so that users see a limited set of data and reports.

  Tip: BO users with access restrictions, but who are not members of suitable groups, might have access to no data or reports. Be sure to read and understand the descriptions of this feature before applying access restrictions.

  For more information about data access restrictions, see the Genesys Interactive Insights Deployment Guide. Note that this feature is incorrectly described as role-based access restrictions in some versions of the Genesys Interactive Insights Deployment Guide.

• Support is added for Microsoft SQL Server 2012 and Oracle 12.

• Genesys Interactive Insights User's Guide has been moved to a web-based format, and is no longer distributed with the GI2 installation package. You can access it on the Genesys documentation website.

Corrections and Modifications

This release includes the following corrections and modifications:

The following changes support compatibility with earlier releases:

• The GI2_CONSTANTS view is returned to the original state (value ALL no longer has a leading space). This change allows you to continue to use your customized reports and universe without requiring that you upgrade the GI2 universe and reports. You can optionally upgrade RAA.
• To provide continued support for automatically generated SQL expressions for lists of values of all dimensions in the universe that use ALL as a predefined value, a new CONSTANTS2_GI2 table was created with the columns CONST_VALUE, CONST_TYPE. The dimension object, ALL, from the Service Objects class in the universe is now based on the new database table:
  Select: CONSTANTS2_GI2.CONST_VALUE
Where: CONSTANTS2_GI2.CONST_TYPE='CONSTANT'

This change applies to 8.1.1 releases beginning with 8.1.104.11, and to 8.1.4 releases later than 8.1.400.19.

(GII-4975)

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Supported Operating Systems

New in This Release

There are no restrictions for this release. This section describes new features that were introduced in this release of GI2.

• For dimensions in the GI2 universe that use ALL as a predefined value, the list of values definitions now use SQL expressions that are automatically generated by the Business Objects engine. To support this enhancement, the following changes were made to all lists of values that use ALL as a predefined value:

  • A new dimension object, ALL, is added to the Service Objects class in the universe. ALL is a standard universe dimension based on the database table:
    Select: GI2_CONSTANTS.VALUE
    Where: GI2_CONSTANTS.TYPE='CONSTANT'
    Note that the value ‘ALL‘ is now preceded by a space (‘ ALL’). This value is used by the dimension ALL.
  • The list of values definitions were changed to have two separate queries combined using the UNION operator. The first query determines the basic dimension, and the second query adds the value ALL to the list of values.
  • The Do not generate SQL before running option in the list of values definitions is now disabled by default.
  • All Universe conditions that used ‘ALL‘ in the Where clause are updated to use ‘ ALL’ (with a leading space).

• Two new views, RESOURCE_STATE_REASON_GI2 and INTERACTION_RESOURCE_STATE_GI2, are added in this release.

Corrections and Modifications

This release includes the following corrections and modifications:

Installation of GI2 8.1.102.02 no longer fails with the error message The plugin AppFoundation does not exist in the CMS (FWM 02017). (GII-4537)

Reports that use preset date filters (for example, Today or Yesterday) now contain data in scenarios in which your database time zone is different from the Genesys Info Mart time zone (for example, if you use tenant view schema for multiple time zone support). Previously in this scenario, the report might have contained no data. (GII-4492)

In scenarios where an agent’s login session is reported as beginning and ending at the same instant (thus having zero duration), the Agent Summary Activity Report no longer displays a #DIV/0 error message in the Offset column of the %Active Time tab. (GII-4287)

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Supported Operating Systems

New in This Release

There are no restrictions for this release. This section describes new features that were introduced in this release of GI2.

• The data type has been changed from Number to Character for the Root ID detail of the Connection ID dimension in the following GI2 universe classes: Detail\Flow and Detail\Handling Attempt.

• To improve report usability, an interaction ID value has been enhanced with an active hyperlink in the Interaction Flow report. To obtain additional information about a particular interaction that is visible in the Interaction Flow report, click the interaction ID value. The associated hyperlink opens the Interaction Handling Attempt report in a new browser window where you can view the summarized segment-related details.

• A new user group, Interactive Insights report basic, has been added in this release along with a new access level with the same name. The Interactive Insights report basic access level grants the rights that are necessary for members of the Interactive Insights report basic user group. In particular, members of this new group are able to see scheduled and existing report instances, but these users cannot run reports or see the Details folder. The default password for new members of the basic group is gi2_user.

• A new universe parameter, SORT_JOINS_BY_QUERY_OBJECTS, has been introduced to improve performance for the Agent Detail Activity and Agent State Details reports. Setting this parameter to the value of Yes allows to override the default Business Object behavior with regard to generating outer joins by tables weight and enables the universe to generate a correct outer join (either left or right) based on the order in which the table objects are selected.

Corrections and Modifications

This release includes the following corrections and modifications:

Agent State Details and Agent Details Activity reports now correctly display states when no reason code is specified. Previously, these reports did not show states when no reason code was specified for the state. This issue was caused by errors in filters that were used in these reports: Agent State Reason PreSetAndDate and Agent State Reason PreSetAndDateAndTimeRange (respectively). The following changes resolve this issue:

• Filters were removed from the reports.
• The Universe has been changed as follows: the join definition between fact tables was modified to exclude hardware and software reasons that fell outside the requested date range.
• To improve performance for the Agent Detail Activity report and Agent State Details report, a new universe parameter was introduced:

  
  parameter name: SORT_JOINS_BY_QUERY_OBJECTS
  value: Yes
  

The Interaction Flow report is now correctly populated with data, regardless of whether the report is requested for a single agent or for all the agents. Previously, selecting a single agent resulted in an empty report. (GII-3294)

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Supported Operating Systems

New in This Release

There are no restrictions for this release. This section describes new features that were introduced in this release of GI2.

• Performance of GI2 aggregation was significantly improved in this release. Refer to the Reporting and Analytics Aggregates 8.1 Release Notes for more information.

Corrections and Modifications

This release includes the following corrections and modifications:

The Interaction Flow report now returns the correct data set when you select a value from the Pre-set Day filter (for example, Today and Yesterday). In previous 8.1.1 releases, you had to explicitly type in a specific date in order for GI2 to return data. (ER# 314154767).

The formula for the % Accept Service Level measure in the BA Customer class has been updated to use the number of interactions offered to resources (Offered) instead of the number of interactions that entered or began within the contact center (Entered). This formula change now embodies the original purpose of the measure and matches the formula of the % Accept Service Level measure in the Q Customers class. (ER# 314020417)

In InfoView, the Queue diagrams in the Documentation folder now reflect consult interactions as well as customer interactions for the AG2_QUEUE_ACC_AGENT or AG2_QUEUE_ABN aggregates. In previous 8.1.1 releases, these diagrams mistakenly reflected customer interactions only. (ER# 310894347)

A derived table in the GI2 universe was modified to reduce the misordering of callflow events that might appear in the Interaction Flow report when there is zero delay between the events. In previous releases, the incorrect ordering was more prevalent under these circumstances because the source tables from which this information is pulled [INTERACTION_RESOURCE_FACT (IRF) and MEDIATION_SEGMENT_FACT (MSF)] do not provide this information.

The derived table implements the following approach to address this issue:

• Those IRF events in which RESOURCE_ROLE_CODE is equal to either INITIATEDCONSULT or INITIATED are assigned order number 1.
• All MSF events are assigned order number 2.
• All remaining IRF events are assigned order number 3.

With this approach, the Interaction Flow Report now displays the correct event order of the most common callflow scenarios. Other possible callflow scenarios that were deemed less common require changes to GIM server which did not occur in this release. (ER# 266981771)

For large environments that generate a sizeable IRF table, drill operations in the GI2 reports to the subhour level—where the source entity is a view—can yield performance problems. Genesys provides a workaround that enables you to materialize AG2_*_SUBHR views into tables for faster querying:

1. From the deployed installation package, rename patch-agg-subhour.ss to patch-agg.ss and place it where the gim_etl_server batch script is located. (This is usually the GIM root.)
2. Restart aggregation and verify that it runs successfully.

If this location already contains a patch-agg.ss file that your environment uses, contact Genesys Customer Care for assistance. (ER# 264543976)

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Supported Operating Systems

New in This Release

There are no restrictions for this release. This section describes new features that were introduced in this release of GI2. Refer to the Reporting and Analytics Aggregates 8.1 Release Notes for additional information.

• This release of GI2 supports localized Language Packs. Consult the relevant Language Pack release notes for information on changes to the Language Pack that might affect the functionality of GI2.

Corrections and Modifications

There are no other corrections or modifications for this release of GI2.

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Supported Operating Systems

New in This Release

There are no restrictions for this release. This section describes new features that were introduced in this release of GI2. Refer also to the Reporting and Analytics Aggregates 8.1 Release Note for additional information about this release.

• Headers in all reports have been updated to display the actual dates for relative date ranges. For example, instead of seeing "Yesterday" in the report header, you will now see yesterday's date.

• Performance of the Interaction Flow, Interaction Handling Attempt, and Transfer Detail reports was improved on Oracle platforms by the addition of the Flow Hint, Handling Attempt Hint, and Transfer Hint dimensions to the GI2 universe and by setting the ANSI92 parameter within the universe to No. Refer to the Genesys Interactive Insights 8.1 Universe Guide for more information about these dimensions.

• The latest version of the Reporting and Analytics Aggregates 8.1 Deployment Guide now includes a new section ("Recreating RAA Schema Views") that explains under which conditions you must manually re-create GI2-specific views as well as the instructions on how to do so. Genesys Info Mart migration from release 8.1.0 to 8.1.1 is one such condition.

Corrections and Modifications

This release includes the following corrections and modifications:

The GI2 installation on Linux now correctly deploys BO XI 3.1 with service pack (SP5). In prior releases, some Connection Server components were not deployed which, in turn, led to errors when running Web Intelligence documents. (ER# 307933872)

Avg Handle Time in the Agent Utilization Report is now correctly totaled. In previous releases, generated reports provided an incorrect subtotal. (ER# 307001615)

All reports that have "Top" and/or "Bottom" tables on the Summary tab (for example, Top 5 Reasons By Time) have been updated to correct the sorting along time intervals. In prior releases, these reports presented time as a formatted string instead of using the actual time measure (stored in date format) from the universe. As a result, sorting was performed alphanumerically instead of chronologically. (ER# 303585857)

To improve performance for the Agent Detail Activity report, one of the report's conditions was changed in a manner to exclude hardware and software reasons that fell outside the requested date range of the report. Previously, if the parent state occurred within the requested date range, then all reasons for that state were also included in report results even if some of the reasons occurred outside the range. (ER# 294856109)

The definition of the Agent Name dimension was slightly altered in this release in order to better the display of agent names in Interactive Insights agent-related reports. In previous releases, under certain circumstances, GI2 sometimes did not display any part of an agent's name for some records. (ER#s 302126069, 285058811)

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Supported Operating Systems

New in This Release

There are no restrictions for this release. This section describes new features that were introduced in this release of GI2. Refer also to the Reporting and Analytics Aggregates 8.1 Release Note for additional information about this release.

• Improvements were made to the GI2 reports to facilitate their localization. Refer to the Genesys Interactive Insights 8.1 Deployment Guide for information about localizing the reports and universe.

• The GI2 silent install of BusinessObjects XI 3.1 in this release also deploys the Crystal Reports Processing Server, the Crystal Reports Cache Server, and the Crystal Reports Job Server components.

• The following reports were introduced in this release as well as the measures that support them:

  • Agent Interaction Hierarchy Report
  • The Agent Social Engagement Report
  • Social Engagement Report
  • Transfer Detail Report

  Refer to the Genesys Interactive Insights 8.1 Universe Guide for information about these reports.

• The Transfer class and class members were introduced in the universe in this release.

• The mechanism by which thresholds are computed was enhanced in this release. The change requires reconfiguration of existing thresholds in your environment. Refer to the latest Reporting and Analytics Aggregates 8.1 Deployment Guide and the Reporting and Analytics Aggregates 8.1 Release Note for more information.

• Several User Data Example classes were added to the universe that house measures, dimensions, and conditions that enable reporting based on user-defined string and numeric userdata. Refer to the latest Genesys Interactive Insights 8.1 User's Guide for examples that illustrate how to configure your environment to process and aggregate custom userdata.

• The page size was increased to A2 for those reports that contained the splitting tables after export to PDF.

• A new measure, CONSULT_RCV_ACC_WARM_TIME, has been added to the AG2_QUEUE and AG2_QUEUE_GRP aggregates. This voice measure provides the time that an agent who initiated a two-step conference/transfer spent waiting for a receiving agent to answer the call.

Corrections and Modifications

This release includes the following corrections and modifications:

The GI2 batch files and shell scripts were updated to correct errors associated with the silent deployment of BusinessObjects XI 3.1. Refer to ER 301184441 in the Genesys Interactive Insights 8.1.x Release Advisory for more information.

This release corrects a join definition between the AG2_I_SESS_STATE and AG2_I_STATE_RSN groups of tables that previously caused the Agent Not Ready Reason Code Report to display incorrect data. To manually correct the definition for previous releases, add the following join expression between each of the tables of the aforementioned groups:

where * is SUBHR, HOUR, or DAY. (ER# 299948351)

BO XI 3.1 Service Pack 5 corrects a scheduling defect that resulted in several failed report runs upon switching to daylight saving time or back for scheduled daily reports. Refer to SAP Note: 1448881 for more information. (ER# 297852900)

BO XI 3.1 Service Pack 5 addresses the following symptoms that were visible in BO XI 3.1 Service Pack 3:

• Web Intelligence Processing Server sometimes does not automatically start
• Web Intelligence Processing Server fails when restarting it in the Central Management Console (CMC)
• Server status is 'Failed' in the Servers section of the CMC
• The Web Intelligence Processing Server sometimes does start and change to a 'Running' state
• No tracing is generated when the WIReportServer fails to start.

Refer to SAP knowledge base article 1432268 for more details. (ER# 296343761)

To resolve an issue with duplicate values appearing upon drill in reports that contain non-additive measures, the following reports were updated to use Web Intelligence's Use query drill option:

• Agent Interval Based Report
• Agent Not Ready Reason Code Report
• Agent Not Ready Report
• Agent Summary Activity Report
• Agent Wrap Report

This approach has been documented as a BO limitation within the "Drilling down with query drill" chapter of the Performing on-report analysis with Web Intelligence BO XI 3.1 document as follows:

"When Web Intelligence filters a drilled dimension in query drill mode, it does so by adding a query filter in addition to a drill filter."

Also, in this case, it will not be possible to perform drill-up operations within the report.

The Use query drill option was implemented only for the interval-based reports that filter by day and do not yield aggregation results higher than day-level. (ER# 295682995)

Upgrading GI2 from a prior release now replaces certain deployed files. Previously, some informational files, such as the copyright page and the About panel (which provides the GI2 version) were not updated upon upgrade. (ER# 282064661)

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Supported Operating Systems

New in This Release

This is a hot fix for this product. This release contains corrections in Reporting and Analytics Aggregates component only, which is described in the Reporting and Analytics Aggregates 8.1 Release Notes.

Corrections and Modifications

There are no other corrections or modifications for this release of GI2.

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Supported Operating Systems

New in This Release

There are no restrictions for this release. This release introduces no new features or functionality. Refer also to the Reporting and Analytics Aggregates 8.1 Release Note for additional information about this release.

Corrections and Modifications

This release includes the following corrections and modifications:

In all agent and queue reports, the report sections that were defined by the Agent and Queue dimensions have been removed. The modified reports now include a single main table for all agents (queues) that is sorted by the Day and Agent (Queue) dimensions. Drill-up operations to agent group (queue group) now provide results in a single row for each group.

In prior releases, all agent and queue reports were sectioned using the Agent (Queue) dimension—each individual agent (queue) had its own section in the main table of report results. Because of BO limitations, drill-up operations from agent (queue) to agent group (queue group) confusingly yielded data that was presented in several divided sections for the same group as BO does not change dimensions by section during drill-up/down operations. (ER#288584418)

The page size in some reports was increased from letter or legal-size to A2 to prevent tables from being split irregularly upon export to PDF. (ER#287062175)

Some changes were made to the Agent Interval Based Report to better present its data:

• The Day dimension was added.
• The Day section replaces the Hour section.
• The Active Time column was moved from the report's main table to the Day header section.

These modifications were required to correct table joins in the report's query that, in previous releases, caused the durations of some fields to exceed the reporting interval under certain circumstances where agents simultaneously participated in two or more interactions of different interaction types. These changes also provide consistent Active Time values when drill operations are invoked. (ER# 283905936)

The Agent Outbound Campaign Report was modified to employ the Group Combination condition in the Agent Contact class instead of the Agent Group condition. In the previous releases, this report displayed incorrect values for ENGAGE_TIME because the wrong filter was applied. (ER# 282982824)

The Agent Summary Activity Report was modified to remove the quick filter that was applied to the report. Previously, the report's use of this quick filter contributed to incorrect drill results and the display of #UNAVAILABLE values in certain data cells upon drill. (ER# 282414731)

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Supported Operating Systems

New in This Release

There are no restrictions for this release. This section describes new features that were introduced in this release of GI2. Refer also to the Reporting and Analytics Aggregates 8.1 Release Note for additional information about this release.

• Several reports were modified to include new measures and other improvements:
  • The underlying query in the Agent Queue Report now includes interactions that did not flow through any queue device.
  • Several warm-consult agent measures are introduced and have been added to the Agent Utilization Report. In addition, this report has been reorganized to separate consult interactions from customer interactions in two main tabs of the report.
  • Several new measures were added to the Campaign Summary Report that provide measurements of call-progress detection activity.
  • A new tab, Customer & Consults, was added to the Queue Outline report to combine customer interactions that pass through a queue with consult interactions. Several measures were also added to this report to quantify why measures were cleared from virtual queues, either because they were stuck or because of some other reason.
  • The % Accept Service Level measure was added to the Summary tab of the Queue Summary report.
  • The Agent Disconnect First measure was added to the Agent Conduct Report.
• The Interaction Volume Service Type Trend Report is introduced in this release with supporting universe elements in the new Forecast class. A customization example is provided in the Interactive Insights User's Guide to enable you to forecast a different measure other than % First Response Service Level.
• Several call-progress detection measures were added to the Contact Attempt class.
• The Business Attribute and Queue classes have been reorganized to place all measures in subclasses. In addition, several new measures were added to the Business Attribute and Queue subclasses to provide comparable measures in each class.
• Queue type details have been added to the Last Queue and Target dimensions to qualify the type of workbin that performed the processing.
• The Ready measure was added to the Summarized State class.
• Revenue measures and customer Satisfaction measures were added to the Agent Contact and Handling Attempt classes.

Corrections and Modifications

This release also includes the following corrections and modifications:

The number, duration, and average of agent-initiated consultations for interactions (provided via the Consult Initiated, Consult Initiated Time, and Avg Consult Initiated Time universe measures in the Agent\Activity class) now yield the correct values when they are used in a query that includes the Queue or Queue Group dimension. Although this issue did not impact any of the GI2 reports, but you might have encountered this problem in custom reports that you designed. (ER# 274836041)

Drilling on the Summary tab of the Agent Not Ready Reason Code report no longer causes values in the ranking tables to disappear. (ER#s 267117450, 267117443)

The main query of the Agent Summary Activity Report was updated to provide correct statistical duration values. Previously, some measures stored elevated durations in circumstances where agents participated in more than one interaction type. (ER# 278514382)

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Known Issues and Recommendations

This section provides the latest information on known issues and recommendations associated with this product. Some of the issues are specific to BO software but are apparent through the GI2 reports or universe. Where this is the case, the Genesys-associated Engineering Request (ER) number or JIRA issue number is suffixed with "‑BO".

For Microsoft SQL Server, Genesys recommends that you use the following drivers to configure a connection to the GI2 Universe:

• For Windows, OLE DB drivers
• For UNIX, JDBC drivers

The platforms supported by GI2 vary depending on the installed BI Service Pack. Release notes for BI software are provided by SAP and are located inside the installation package. Genesys recommends that you open the SAP-provided release notes (available on docs.genesys.com) to discover the new features, corrections, known issues, and limitations associated with each version of the software. (GII-5669, GII-5428)

Genesys recommends that you do not use special characters in BO/BI passwords. (GII-5592)

1. Open the Tomcat configuration file for editing from one of the following locations:
   
   • Windows: <BIP_INSTALL_DIR>\SAP BusinessObjects Enterprise XI 4.0\wdeploy\conf\config.tomcat7
   • Linux: <BIP_INSTALL_DIR>/sap_bobj/enterprise_xi40/wdeploy/conf/config.tomcat7
2. In the Tomcat configuration file, add the following line above the as_instance line (or if it is already present, ensure that it points to the tomcat directory):
   as_dir=<TOMCAT DIR>
   For example:
   as_dir= C:\Program Files (x86)\SAP BusinessObjects\tomcat
   as_instance=localhost
3. From the as_service_name line, make note of the Tomcat service name (such as iBOEXI40Tomcat).
4. Save changes to the Tomcat configuration.
5. Stop the Tomcat service.
6. On Windows deployments, back up and delete the following folders:
   C:\Program Files (x86)\SAP BusinessObjects\tomcat\webapps
   C:\Program Files (x86)\SAP BusinessObjects\tomcat\work\Catalina\localhost
7. Navigate to one of the following directories:
   
   • Windows: <BIP_INSTALL_DIR>\SAP BusinessObjects\SAP BusinessObjects Enterprise XI 4.0\wdeploy
   • Linux: <BIP_INSTALL_DIR>/sap_bobj/enterprise_xi40/wdeploy
8. Execute the following command:
   wdeploy.bat/sh tomcat7 deployall
9. Start the Tomcat service.

(GII-5926-BO)

The Web Intelligence Java Report Panel may not launch in BO XI 3.1 deployments that use Java Runtime Environment 7 update 51 with default settings.

To work around this issue, use the Java Control panel to add BEC servers, with port numbers, to the Exception Site List (for example: http://servername.live.genesys.com:8085). For more information, see SAP Note 1966075.

For deployments with BI 4.1 SP5, in the Information Design Tool, attempting to edit the SQL Query for LOV fails with the following error:
This combined query cannot run because one of the queries contains incompatible objects. (IES 00021)

(GII-5110-BO)

During deployment of GI2 in environments with SAP BI 4.1 SP5, GI2 does not copy the correct rights from the insights.lcmbiar.
To work around this issue, use the Central Management Console (CMC) to apply the default View access level for all GI2 groups. (GII-5029)

When PostgreSQL DBMS is used for the Info Mart database, drilling up or down on the Main tab of Agent Wrap Report can cause the following error to appear:
Database error: ERROR: UNION types bigint and text cannot be matched.
To work around this issue:

1. Open either Designer (BOE XI 3.1) or Information Design Tool (BI 4.1).
2. Import the GI2_Universe.
3. Change the value of the DISTINCT_VALUES parameter from DISTINCT to GROUPBY.
4. Save the universe and publish it to the repository.

(GII-5008)

In Web Intelligence, if you open the Interaction Flow Report in HTML mode (for example, to edit the Data Provider), the Query Panel stops working. To work around this issue, perform the following steps in Web Intelligence:

1. Right-click the Flow Report, and in the context menu, choose Modify. The report opens for editing in applet mode.
2. On the Data Providers tab, click Edit. Add a Customer ID filter from the Flow class, and click Close.
3. Click Edit, remove the filter you added in the previous step, and click Close.
4. Save and close the report.

(GII-5089‑BO)

To enhance the Genesys Agent Login-Logout Details Report, Genesys recommends that you edit the context of the report as follows:

1. Select the report and run it by clicking Refresh from the Toolbar or Status Bar.
2. In the Query Context dialog box, select SM_RES_SESSION_FACT context, and click OK.
3. Enter values for the prompts, and run the report by clicking OK from the Prompts dialog.
4. Purge data from the report by clicking the Design mode -> Data Access tab.
5. Save the report.

The context is now saved for the report, and you can run it using the Run button in the User Prompt Input area. (GII-3332‑BO)

For all release 8.1.4 deployments, Genesys recommends that you enable Automatic Refresh both on the server, and on a per-document basis. Note that doing so might cause some reports to be invalidated; to work around this issue, see GII-3331. For information about the Automatic Refresh option, see the Genesys Interactive Insights User's Guide. (GII-4780)

After migration from BO XO 3.1 to BI 4.1, the Queue Summary Report chart shows Abandoned Waiting as a Line instead of as Bars, and Abandoned Waiting does not appear in the Axis title. To work around this issue, perform the following steps:

1. For the affected chart, select Format Chart.
2. Select Global –› Measure Properties.
3. In the Value Axis 1 section, set Region Type to Bars for Offered, Accepted, Abandoned Waiting measures.
4. In the Value Axis 2 section, set Region Type to Lines for % Accept Service Level measure.
5. Apply changes, and save the report.

In cases where you drill on a 3D chart on the Agent Queue Report and a dimension on that chart has a very long name, the corresponding Axis name can disappear from the chart. (GII-4569‑BO)

The error message Cannot perform drill action. Parameters missing from context or prompts. appears when you attempt to drill in charts and tables on the Summary tab of the following reports: Agent Not Ready Reason Code Report, Agent Not Ready Report, Agent Summary Activity Report (on all tabs), and Agent Wrap Report.

To work around this issue, open the Information Design Tool and enable the option Keep Last Value for the following date/time related parameters in the GI2 Universe: Pre-set Day Filter, Pre-set Date Filter, Start Date, End Date, Report Date. Restart the BI 4.1 server. (GII-4545)

For interactions that last more than one hour and that cross two hour intervals (thus appearing within three hours), incorrect counters can appear in interval-based reports after you drill up from HOUR to DAY level in reports. These interactions are counted in each hour interval into which they cross and are double-counted based on the sum of AG2_I_AGENT_HOUR values for DAY aggregate level.

Interval-based reports do not support drill up from HOUR to DAY dimension. (GII-4544)

When you select Date from a Calendar, BO can sometimes return the previous day’s date. If this happens, you can correct the problem by setting the time zone to UTC. For more information, see the Genesys Interactive Insights User's Guide. (GII-4387‑BO)

To work around this issue, set permissions from the Central Management Console (CMC) for both Inboxes and Personal Folders:

1. On the Inboxes or Personal Folders tab, right click the user title, and in the context menu, select User Security.
2. Ensure there is at least one principal is listed: to add a principal, click Add Principal.
3. For each principal listed, select the principal, and click Assign Security
4. Assign the Access Level Full Control, and click Apply to save your changes.
5. Repeat steps 1-4 for each GI2 user, on both the Inboxes and Personal Folders tabs.

(GII-3333‑BO)

1. In Designer/Information Design Tool:
   1. Create a new '''Desired Timestamp''' metric, in the Callback Detail class, with a definition of CALLBACK_FACT_GI2.DESIRED_TS_TIME
   2. Save the universe and export to the BO/BI Server.
2. In InfoView/BI Launchpad, open the Callback Detail Report in '''Edit''' mode, and perform the following steps:
   1. Change the report query to include '''Desired Timestamp'''.
   2. Drag this metric into the Timestamp section of the report.
   3. Delete the '''Desired Time''' column from the report.
   4. Save the report.

If you have enabled the Automatic Refresh option to resolve issues (such as ER #197659540) where #ToRefresh appeared in reports instead of the expected data, some reports may be invalidated. Running these reports returns an error indicating that an incorrect date format is used. To work around this issue, rebuild the queries for the affected reports, as follows:

1. Select an affected report, and on the Data Access Tab, click Edit.
2. Click View Query Script.
3. In the Query Script Viewer dialog, select Use custom query script -> Use the query script generated by your query.
4. A Warning dialog box appears (Do you want to restore your script generated by your Query?). Click Yes. In the Query Script Viewer dialog, click Close.
5. Repeat steps 2-4 for each query in the report.
6. Click Run Queries, and select Run all Queries.
7. If data appears in a report, purge the data.
8. Save each report.

In scenarios where a GI2 connection uses MSSQL database, and a report is run by a user who is a member of the Interactive Insights custom access restrictions group with both Static and Dynamic access restrictions applied, the following database error might appear:

The query processor ran out of internal resources and could not produce a query plan.
This is a rare event and only expected for extremely complex queries or queries that reference a very large number of tables or partitions.
Please simplify the query.

To work around this issue, you can simplify SQL expressions that are used in the Dynamic Access Restriction.
For example, replace this code:

select ganx.group_key
from group_annex ganx
inner join resource_annex ranx on ( ganx.SECTIONNAME=ranx.SECTIONNAME and ganx.KEYNAME=ranx.KEYNAME)
where ganx.active_flag = 1 and ranx.active_flag = 1 and ranx.resource_key in (select resource_key from resource_annex
where SECTIONNAME='RPT' and KEYNAME='BOE_USER'
and VALUE=@Variable('BOUSER') and active_flag = 1 )

select ganx.group_key
from group_annex ganx
inner join resource_annex ranx on ( ganx.SECTIONNAME=ranx.SECTIONNAME and ganx.KEYNAME=ranx.KEYNAME)
inner join resource_annex ranx1 on (ranx.resource_key = ranx1.resource_key and ranx1.SECTIONNAME='RPT' and ranx1.KEYNAME='BOE_USER'
and ranx1.VALUE=@Variable('BOUSER') and ranx1.active_flag = 1)
where ganx.active_flag = 1 and ranx.active_flag = 1

The first time reports are run on GI2 8.1.106.07 deployments where a GI2_GIM_DB connection is created based on PostgreSQL DBMS parameters, the following database error log is generated: Driver not capable:DateFormat. To work around this issue, open the Universe Designer, import the GI2_Universe, and export the universe back to the BO repository. (GII-5796)

Because of a filtering problem, all measures used in the Agent Activity Business report are counted twice, causing the report to display incorrect data. To work around this issue, perform the following steps:

1. In Web Intelligence, open the Agent Activity Business Result Report in Edit mode.
2. Click Edit Query.
3. Click the Main query tab, and on the Query Filters panel, remove the filter Agent Group.
4. From the Agent/Activity class list in the Data panel, select the filter Group Combination, and add it to the report.
5. Click Run Queries to ensure that the report works correctly, and then save the report.

Links formed with the https protocol do not work for the following reports (in the Details folder): Agent Details Activity Report, Interaction Flow Report, Interaction Handling Attempt Report, and Transfer Detail Report.

To work around this issue, remove http: from the affected links; change ...href=\"http:../../../OpenDocument/opendoc/openDocument.jsp... to ...href=\"../../../OpenDocument/opendoc/openDocument.jsp... for each link. (GII-4552)

Agent State Details and Agent Details Activity reports do not correctly display states when no reason code is specified. To work around this problem, make the following changes:

1. Manually add the Universe parameter SORT_JOINS_BY_QUERY_OBJECTS with value Yes, as follows:
   1. Open Universe Designer
   2. Import the GI2_Universe
   3. Select File -> Parameters
   4. Add the parameter:
      SORT_JOINS_BY_QUERY_OBJECTS with value Yes
   5. Save the universe and export it back to the repository.
2. Modify joins, as follows:
   1. Open Universe Designer
   2. Import the GI2_Universe
   3. Click
      View List Mode.
   4. On the Joins section, find the join between SM_RES_STATE_REASON_FACT_GI2 and SM_RES_STATE_FACT_GI2 tables, select it, and in the context menu, click Join Properties to modify the join.
   5. Change the join to the following: SM_RES_STATE_FACT_GI2.SM_RES_STATE_FACT_KEY=SM_RES_STATE_REASON_FACT_GI2.SM_RES_STATE_FACT_KEY and SM_RES_STATE_REASON_FACT_GI2.START_DATE_TIME_KEY between SM_RES_STATE_FACT_GI2.START_DATE_TIME_KEY and SM_RES_STATE_FACT_GI2.END_DATE_TIME_KEY
   6. Find the join between RESOURCE_STATE_REASON_GI2.RESOURCE_STATE_REASON_KEY and SM_RES_STATE_REASON_FACT_GI2.RESOURCE_STATE_REASON_KEY tables, select it, and in the context menu, click Join Properties to modify the join.
   7. Enable the Outer join property on SM_RES_STATE_REASON_FACT_GI2.
   8. Save and Export the Universe.
3. Open the Agent Details Activity Report in Edit mode. Remove Agent Sate Reason PreSetAndDateAndTimeRange filter from Combined Query 2, and save the report.
4. Open the Agent State Details Report, remove Agent Sate Reason PreSetAndDate from the Main Query, and save the report.

Beginning with GI2 release 8.1.101.05, the upgrade utility gi2_upgrade_universe (batch file or shell script) fails to correctly upgrade the Agent Login-Logout Details Report. After upgrade, the report is correctly assigned to the targeted universe, but the structure of the report is damaged. To work around this issue, perform the following steps:

1. Copy the Agent Login-Logout Details Report from the Interactive Insights › Details to another folder.
2. Delete the original report from the Details folder.
3. Edit the new copy you made, as follows:
   1. Open the report in Edit mode (right-click the report, and choose Modify).
   2. Click Edit Query.
   3. Click the Properties tab.
   4. To the right of the universe name, click the ... button to open the Universe dialog box.
   5. Select the appropriate universe, and click OK. The Change Source dialog box appears.
   6. Check the mapping for each measure, dimension, and condition to ensure that all are mapped without error. If any have an alert symbol (!), verify that they are mapped correctly, and click OK to map the target objects to source objects.
   7. Save the report.
4. Copy the updated version of the report back to the Interactive Insights › Details folder.

(GII-5276‑BO)

If you apply some Asian-language Language Packs, you might see truncated strings in cells, even if the wrap property is enabled for cells. This occurs because BusinessObjects reports use the Arial font by default, but the Business Objects engine is unable to control spacing for Asian characters if the Arial font is used. To work around this issue, you can change the font used by Business Objects, or manually change it in affected reports (for more information, see the Release Note specific to your Language Pack). (GII-4298)

Due to a Genesys Info Mart design limitation, Agent Group reports might include metrics for the No Group group that include DNs that are not part of any group. (ER# 318840785)

The SAP Translation Manager client tool does not enable translation of the following text:

• The names or descriptions of documents in InfoView folders. As a workaround, you can translate these names and descriptions manually within InfoView by modifying the report properties.
• The names or descriptions of users, users groups, access levels, connections, or the universe in corresponding Central Management Console (CMC) folders. As a workaround, you can translate these names and descriptions manually within the CMC by modifying the object properties.

(GII-2989‑BO)

Should you experience performance issues with the Details reports (Interaction Flow Report, Interaction Handling Attempt Report, Transfer Detail Report) where the GI2 universe ANSI92 parameter has been set to Yes, then to improve performance, you should do the following:

1. Make a copy of GI2_Universe and name it appropriately; for example, GI2_Universe_NOANSI92.
2. In the copied universe, set the value of the ANSI92 parameter to No.
3. Export your modification to the BusinessObjects repository.
4. In Web Intelligence, update the slow-performing detail report by editing the query to point to the copied universe.

(ER# 311140451)

The Queue 1 of 2 diagram that is available in the Documentation folder within InfoView does not accurately depict the modified behavior of service time interval (STI) measures. Beginning with the 8.1.100.30 release, STI measures now include consult interactions as well as customer interactions. (ER# 310894347)

The behavior of the @Prompt() function with the Persistent parameter was changed in Service Pack 5 of BO XI 3.1. For example, when a report is run for the first time, the prompts on the User Input panel are not prepopulated with default values and the Run button is disabled. Furthermore, upon first run, you must click the Refresh Data button. After first run, prompt behavior imitates that provided in Service Pack 3. (ER# 297920061)

The Genesys custom installation on Linux works incorrectly on BO XI 3.1 with service pack 5 (SP5). Some Connection Server components are not deployed during the installation. This omission leads to errors whenever you run Web Intelligence documents. If you plan to install BusinessObjects 3.1, SP5, Genesys recommends that you instead use the installation script from the BO installation package. The BO version listed in ProductID.txt (within the BO installation package) is: BuildVersion=12.5.0.1190.BOE_Titan_SP_REL. (ER# 307933872)

If you find that the Oracle RDBMS runs a full-table scan for the query executed by Transfer Detail Report that leads to poor performance or timeout, you should index INTERACTION_RESOURCE_FACT on the RECEIVED_FROM_IXN_RESOURCE_ID column and then test both the report and Genesys Info Mart transformation for improved performance. (ER# 304420991)

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:

• All consult measures in GI2 Universe that are based on CONSULT_* columns in the aggregates
• All warm consult measures that are based on *_WARM_* columns in the aggregates
• All conference-initiated measures that are based on CONFERENCE_INITIATED_* columns in the aggregates.

(ER# 299444482)

Access from one report to the next might not function as expected within the same Mozilla Firefox browser window for the Handling Attempt, Agent Details, and Transfer Detail reports. As the workaround, you can derive the values from one report from another by opening the hyperlinks in a new browser window or tab (by right-clicking the hyperlink and selecting the appropriate menu item). (ER# 297079261)

To improve performance for the Agent Detail Activity report, one of the report's conditions was changed in a manner to exclude hardware and software reasons that fell outside the requested date range of the report. Previously, if the parent state occurred within the requested date range, then all reasons for that state were also included in report results event if some of the reasons occurred outside the range. (ER# 294856109)

Some of the date and time prompts in reports use default values that are hard-coded within the underlying universe conditions. If you want to use a regional date and time format, you must change the default values in these conditions to character strings that employ the appropriate date-time format. (ER# 285058811)

Any attempt to drill by interaction type on the % Interaction Time tab of the Agent Summary Activity Report causes #UNAVAILABLE values to appear in the data cells under the %Ixn Busy Time column. (ER# 282414731)

Upgrading GI2 from a prior release does not replace certain informational files, such as the copyright page or the About panel (which provides the GI2 version). (ER# 282064661)

Due to a BO limitation, you cannot perform drill operations on the Interaction Volume Service Type Trend Report. Any drill attempt will generate the following error:

An internal error occurred while calling "executeDrillAction" API. (Error: ERR_WIS_30270")

Once you click OK to clear the message, another appears:

Invalid session

To resume interactivity with this report you must either close and re-open it or close and re-open your browser. (ER# 278188221, GII-4570)

If you have an active session on a backup machine while the primary machine ungracefully shuts down, you may get a dialog box with the following message:

Invalid session. Please close your browser and log on again.(WIH 0013)

You can then close the browser or login again, using the following steps:

1. Click the OK button on the error message. A dialogue box with user name/password prompts will appear.
2. Enter login and password.
3. If you had a report open at the time of the shut down, you will see an empty report. Click the Close document button (the X in the top right corner of the page) to close it.
4. If you did not have a report open, click any InfoView button (such as Document List).

You can then continue working with the current instance of the browser. (ER# 296800902)

If you are using a BO cluster, then all BO nodes that serve the InputFileStore and OutputFileStore servers must have access to the same storage location. This location can be a network share, SAN share, clustered file system, and so on, but all FileStore servers must point to the same location.

After you establish the shared location, use the following procedure to update BO server parameters for all nodes to point to that location. The procedure uses a UNIX file path, UNIX commands, and /mnt/boshare as the shared location, but you can substitute Microsoft Windows commands and the directory of your own shared location:

1. Create the following subdirectories for the input and output file stores:

   mkdir /mnt/boshare/input
   mkdir /mnt/boshare/input/temp
   mkdir /mnt/boshare/output
   mkdir /mnt/boshare/output/temp

2. Make sure that the user account from which the BO servers are run is the owner of the /mnt/boshare directory and all of its subdirectories and has read and write access to them.

3. Then, for each node of the BO cluster, perform the following steps:

1. In the Central Management Console, browse to the Servers section and open the properties of server <NODENAME>.InputFileRepository.

2. Enter the following values:

   Temporary Directory -> /mnt/boshare/input/temp
   File Store Directory -> /mnt/boshare/input

3. Save and close the server properties.

4. Right-click the server and select restartto restart the InputFileRepository.

5. Next, open the properties of server <NODENAME>.OutputFileRepository.

6. Enter the following values:

   Temporary Directory -> /mnt/boshare/output/temp
   File Store Directory -> /mnt/boshare/output

7. Save and close the server properties.

8. Right-click the server and select restartto restart the OutputFileRepository.

(ER# 295377854)

In an environment where BusinessObjects components are installed on a VMWare cluster, the Web Intelligence Processing Server located on backup virtual machine stops and does not restart when the primary virtual machine ungracefully shuts down. This makes GI2 reports nonoperational. To address the situation, apply the solution described in this Release Note for ER #288212632. (ER# 296343761)

GI2 nodes do not support VMotion and can be moved to a new host only by cold migration (that is, by moving the GI2 nodes to the new host when the virtual machine is powered off). For details, see the VMWare Knowledge Base at http://kb.vmware.com/selfservice/microsites/search.do?language=en_US&cmd=displayKC&externalId=1003797. (ER# 296026835)

On RedHat Linux 5.3 and above, you might notice the following symptoms:

• Web Intelligence Processing Server sometimes does not automatically start.
• The status of the Web Intelligence Processing Server changes to Failed upon start
• Web Intelligence Processing Server fails when restarting it in the Central Management Console (CMC).
• Server status is 'Failed' in the Servers section of the CMC.
• The Web Intelligence Processing Server sometimes does start and change to a Running state.
• No tracing is generated when the WIReportServer fails to start.

To correct the problem, either:

Upgrade to BO XI 3.1, Service Pack 5

or

1. Contact Genesys Customer Care to obtain Placeholders utility from SAP KB Article 1449399.
2. Copy the Placeholder.sh utility to any location on the virtual machine where BusinessObjects software is installed.
3. Edit the BOHOME entry at the start of the Placeholders.sh file to reflect the install location of the BusinessObjects environment.
4. Execute the following commands:

   Placeholders.sh -cms  -pass  -global -update WEBI_LD_PRELOAD '$LD_PRELOAD$'
   Placeholders.sh -cms  -pass  -global -update MDAS_LD_PRELOAD '$LD_PRELOAD$'

(ER#s 288212632, 295392147, 296343761)

If the CONCAT_NULL_YIELDS_NULL Microsoft SQL option is set to ON and any of an agent's Last Name, First Name, User Name attributes are NULL, then GI2 displays an empty agent name in agent reports. You must set this option to OFF within Info Mart in order to see agent names with such attributes. (ER# 302126069)

The detail reports might display an incorrect sequence of callflow events when there is zero delay between the events. GIM Server does not order the activity between the INTERACTION_RESOURCE_FACT and MEDIATION_SEGMENT_FACT tables under these circumstances. (ER# 266981771)

GI2 might report a successful installation even if warning or error messages are present. To confirm whether or not an installation was successful, Genesys recommends that you check gi2_deploy_unv_rep.log for error. (ER# 262019661)

In multi-tenant configurations where one tenant's schema shows data only for that particular tenant, the Detail GI2 reports will not report Interaction activity that crosses the tenant barrier. This is by design. (ER# 260050606)

Exercise caution when selecting prompt values for the Detail reports especially if your Info Mart is a sizeable one storing a lot of unpurged detail (fact) data. The default prompt values supplied when opening such reports are for demonstration purposes and the reports query fields many of which are not indexed. The lengthy, full-table scans that result when the range of values specified in the prompts is wide might not complete before Web Intelligence times out. Performance of the detail reports improves significantly when you narrow the selection of values at all prompts. (ER# 259604661)

If you try to parse some universe objects or perform a check of the GI2 Universe in Designer, you might encounter one or more of the following messages:

Parse failed: Invalid Definition (UNV0023)
Parse failed: Exception:DBD (DBMS-dependent message)

You can ignore these messages—for the following objects—because the GI2 reports that employ these objects function properly.

Dimensions

Flow\Active
Flow\Interaction ID
Flow\Start Timestamp
Flow\End Timestamp

Flow\Customer ID
Flow\From
Flow\To
Flow\Agent\Queue Order

Flow\Segment ID
Flow\Duration
Service Objects\Pre-Set Day Filter
Service Objects\Pre-Set Date Filter

Conditions

Queue\PreSetAndDateRange Abn
Queue\PreSetAndDateRange Ans
Service Objects\Agent (single)
Handling Attempt\Customer ID
Handling Attempt\PreSetAndDayAndTimeRange

Ixn State\Ixn State PreSetAndDayAndTimeRange
State\Agent State PreSetAndDate
Session\Session PreSetAndDate
PreSetAndDateRange (in all classes)
PreSetAndDate (in all classes)

Measures

All measures (such as Agent\Activity\Influence Score) whose reference metric ID begins with the @ sign (@A_INFLUENCE) also generate this error message upon parsing. (In Designer, the metric ID is found on the Source Information tab of the measure's properties.) (ER# 258784277)

If an agent's current state is in progress when agent-state data is extracted and transformed within Info Mart, then the aggregation of this data will round the agent's state duration up to the nearest aggregation interval, which is 30 minutes, by default. After the state ends and after the subsequent GIM extraction and transformation, the aggregation of this data will be updated to reflect the actual duration. In other words, durations of current agent states are always round up to 30 minutes until these states end and are transformed. (ER# 256527670)

In some cases (and especially if system time in not perfectly synchronized in multi-site environments), the reports might yield warm consult counts and durations for agents where no warm consultation occurred. (ER# 256527666)

In the agent and queue reports, drilling up for agent group (or queue group) results, back down again, and then removing the report's drill filter might yield doubled results for those agents (or queues) that belong to two or more agent (or queue) groups where the contact center activity performed by the groups overlap.

To avoid this problem, use either of the following two workarounds:

• Use the Agent(Queue) Group prompt for the report. This restricts the data in the report to one group only.
• On each of the other tabs, apply the same Simple Report that is applied on the tab where you drilled down.

(ER# 256339463, GII-4437)

All of the GI2 reports reference the DATE_TIME Info Mart table to identify the date and time keys that should be used to query data. If this table is not populated or if report users request data for dates that extend beyond the date/time keys stored in this table, the reports will return No Data. Refer to the Genesys Info Mart 8.x Deployment Guide for information about how to populate this table. (ER# 254094061)

When drilling down from hour-level aggregation to sub-hour level-aggregation on the Main tab of Business Results reports, Web Intelligence might become unresponsive and appear to hang. If this should occur in your environment, restart the Web Intelligence Processing Server. This behavior has been noticed for BO Server 1.8 and has not been reproduced for versions 2.0 and higher. (ER# 254009771)

The BO server cannot correctly process the complex query generated by the Interaction Volume Summary Report when you drill for results. Drilled results that are returned might contain unexpected or missed data. (ER# 251979921)

The GI2 reports will count an invitation for collaboration that an agent declines as Consult Received Accepted when the agent uses Genesys Agent Desktop (or a custom desktop using the same SDK) to decline the invitation. Refer to ER 247946331 in the Genesys Info Mart 8.0 Release Notes for additional information. (ER# 250850268)

The BO server might stop or hang indefinitely during the following Web Intelligence operations:

• Drilling on graphs that employ smart (DB-delegated) measures.
• Drilling on tables that employ smart measures and where table contents are ranked.

These operations are most commonly performed on the Summary tab of GI2 reports. (ER# 233433961‑BO)

When running GI2 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‑BO)

During the UNIX installation of BO XI, you might 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‑BO)

You may encounter the following error when handling a large report or when a large number of users are running reports in parallel:

Unexpected behavior: Java heap space

(ER# 199008223)

At times, report values might not fit in the cell space provided by the GI2 reports. Instead of the expected data, Web Intelligence displays ##### to clearly denote the problem. This occurs under the following circumstances:

• The length of the data for some of the measures shown in report is larger than the provided width of the column. This might especially be the case for total and subtotal measures.
• Some measures, such as "smart" measures, require a report to be refreshed upon drill. For cells that contain these measures, Web Intelligence, by design, displays #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 might also need to expand the width of the report page to accommodate all of its columns.

To prevent delegated measures from returning #TOREFRESH values in some reports when aggregation values are not available at the time a query is run, you can enable the Automatic Refresh option either on the server, or on a per-document basis. The Automatic Refresh option requires that you enable "Keep Last Values" as described in GII-4545, and can invalidate some reports, as described in GII-3331.

(ER#s 197659540‑BO, 195952606‑BO, GII-4391)

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 (the name of the report in the 7.6.x releases) has been designed with a section break on Service Type Name. (In 8.0, the name of this report is Interaction Volume Service Type.)

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 might 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‑BO)

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 BusinessObjects Report Server ignores any time values that you might designate for such prompts. (ER# 185568808‑BO)

In Report Info, the values for prompts that allow multiple selections display values in the order you selected them rather than alphabetically. (ER# 185568701‑BO)

The definition of the ACCEPTED Genesys Info Mart measure in the Genesys Interactive Insights 8.1 Universe Guide is incorrect because it does not include initiated interactions. Please refer to the definition in the GI2 universe, which is accurate. (GII-4268)

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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 GI2 releases, as of February 2014.

Microsoft SQL 2005

MS SQL Server 2005

Mozilla Firefox 3.0

Microsoft Windows Server 2003

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.

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.

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Internationalization

Information in this section is included for international customers.

The GI2 Language Packs for various languages are available with different 8.1.1 releases. Language Packs allow installers to select the language in which GI2 reports and GI2 Universe are displayed. Refer to a Genesys Interactive Insights Language Pack 8.1.x Release Notes for a particular language for information on changes to the Language Pack that might affect GI2 functionality. Always install the Language Pack version that matches the installed version of GI2.

Note: Language Packs shipped on disk with GI2 installation packages may not be compatible with the accompanying release of GI2. Always download the correct GI2 installation package to match the Language Pack, as described in the appropriate Genesys Interactive Insights Language Pack Release Note.

The Turkish Language Pack 8.1.103.04 works with GI2 8.1.103.03, however BO XI 3.1 does not support the Turkish language (Turkish Product Locale). BO user interface elements are therefore displayed in English.

An instruction in the Genesys Interactive Insights 8.1 Deployment Guide for importing XLF files of the translated universe and reports into the Business Objects repository fails to instruct you to save the results before exporting them back to the repository.

The format has been changed for the label on the Summary tab that indicates data availability in the charts in GI2 reports. Previously, translated version of the following text ran over the chart in some localized versions:

Double check the values specified for user prompts and refresh or rerun the report.

For translated reports, Translation Manager truncates strings in some cells where the Wrap Text property has been set to Yes and where the preferred viewing locale has been set to Chinese. (ER# 317242011)

When viewing or modifying WebI documents using the Java Report Panel or the Web Intelligence Rich Client, squares might display in reports instead of the expected characters for environments that localize BO servers with Eastern languages.

To correct this display problem, as a workaround, you can do the following:

1. On client machines that use either the Java Report Panel or the Web Intelligence Rich Client, install the Arial Unicode MS font.

   1. To test whether the font is already present on a machine, search the {Windows}/FONTS folder.
   2. If the font is not present, download it (for example, from http://www.fontpalace.com/font-download/Arial+Unicode+MS/), unpack the archive and copy the appropriate .TTF file into the s folder.

2. In the ${BO Home}\Tomcat55\webapps\AnalyticalReporting\webiApplet\AppletConfig\ folder, edit defaultConfig.xml, change the first key node (whose value is UI*default) to the following, and save the file:

   <KEY VALUE="UI*default">
   <CUSTOM_GUI_FONTS VALUE="Arial Unicode MS',"/>
</KEY>

3. Open an Internet browser and in the URL field, type the following to ensure that your changes have taken effect:

   http://{BO host}:8080/AnalyticalReporting/webiApplet/AppletConfig/defaultConfig.xml

4. If, when editing or creating WebI reports, Java Report Panel displays boxes instead of the expected Unicode characters, edit the BOE fontalias.xml file as follows:

   1. Open ${BO HOme}\BusinessObjects Enterprise 12.0\win32_x86\fonts\fontalias.xml.
   2. Change the first FONT node to:

        <FONT NAME="Arial">
          <... skipped ...>
          <FONTFAMILY PLATFORM="java" NAME="'Arial Unicode MS', Arial, Helvetica, 'Courier New', 'Times New Roman'"/>
          < ... skipped ...>
        </FONT>
      

(ER# 317167111)

The contents (measure maps and pdf documents) of the Documentation subfolder in InfoView are not translated as part of Language Pack. (ER# 316499561)

The SAP Translation Manager client tool does not enable translation of the names or descriptions of documents in InfoView folders. These names and descriptions must be translated manually within the Info View by modifying report properties. (ER# 312796971)

On the graphs on the Summary pages of GI2 reports, several axis labels are hard-coded and cannot be translated by Translation Manager. (ER# 310886440)

The default value, ALL, shown in user prompts for all GI2 reports is not translated. This value is hard-coded in List of Values queries within the universe. (ER# 310890321)

None of the media types, interaction types, or business attributes that are shown in user prompts of GI2 reports are translated. GI2 populates these user prompts from values pulled directly from Info Mart tables. (ER# 310889481)

Except for the date values that you specify in date-related user prompts, GI2 reads all date values from the DATE_TIME Info Mart table (or from custom calendar tables, if these are configured). As such, the GI2 reports cannot display these date values in the format that is specified by your host's locale. (ER# 310886431)

After you have applied a Language Pack using Translation Manager, you might notice that some report elements (such as a column name, a metric name, or a description) are not translated and some contain errors such as #SYNTAX. You can correct these issues if you delete the report, re-import it from the BIAR file, and reapply the translation within Translation Manager using the appropriate Genesys-provided XLIFF file. Contact Genesys Customer Care if you need any assistance with this issue. (ER# 312796977)

Descriptions of universe elements on the Descriptions tab of all GI2 reports are now translated. (ER# 309857071).

The Genesys Interactive Insights Universe Guide contains an incorrect description of the measure Agent\..\Interaction State - % Invite Time. The correct description is:
The percentage of time that customer interactions spent in Invite Time relative to the total duration of the agent’s active session within the interval. (GII-4983).

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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.

• The Genesys Interactive Insights 8.1 Deployment Guide describes how to install GI2 and silently install BusinessObjects software on Windows and UNIX platforms.

• The Genesys Interactive Insights 8.1 Universe Guide describes the GI2 reports and each element of the universe.

• The Genesys Interactive Insights 8.1 User's Guide describes how to customize the GI2 universe and reports to perform extended functions.

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 Genesys Documentation 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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