The following information applies to Genesys 8.0.x software and is important for you to note:
To generate meaningful Interactive Insights reports, you must install and have operating:
Aggregates | ||
Refer to the Genesys Info Mart 8.0 Release Notes, the Reporting and Analytics Aggregates 8.0 Release Notes, and respective documentation sets for further information.
Interactive Insights 8.0 requires version 12.3.0.601 of BusinessObjects Enterprise (BOE) XI 3.1 software. The package of software provided with Interactive Insights 8.0 includes Service Pack 3 for BOE XI 3.1. Service Pack 3 upgrades BOE XI 3.1 to the required version and is provided as:
7.6.203.00 Genesys Interactive Insights BOE Server ServicePack
Genesys also provides the full installation of BOE XI 3.1, version 12.3.0.601, as:
7.6.203.00 Genesys Interactive Insights BOE Server for your platform
Interaction Concentrator (ICON) 8.0 and Genesys Info Mart 8.0 might report ACW even if the agent does not accept a call (or consultation) but has ACW unrelated to the call. This recording leads to incorrect ACW, Handle Time, and related measures in some of the aggregates and reports. Refer to the release notes of these products for further information. (ER# 258562765)
Under some circumstances (originating with events recorded in ICON), you might encounter
negative values for time-related measures in the Queue class. For more
information, refer to the discussion about the reliability of a virtual queue ID's in the
Interaction Concentrator 8.0 documentation set. (ER#s 247832033,
240457893)
The Interactive Insights 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#s 250850268, 247946331)
In Multimedia, when an agent puts an interaction into a workbin, the Genesys Info
Mart Server records this activity as a transfer. As a result, the count of Transfer
measures will be incremented if the agent, for example, saves the interactions to his/her
own workbin. In addition, for offline medias, such as E-mail, responses that agents create
and send are counted as transfers if the responses are transferred to an outbound queue
before they are sent out. (ER# 246439669)
Because Interaction Concentrator 8.0 does not support one-step conferences for
SIP Server, Genesys Info Mart cannot populate the proper conference-related fields in the
INTERACTION_RESOURCE_FACT table. As a result, this activity is not reported
within the Interactive Insights reports either. (ER# 239356191)
The complete set of BOE XI 3.1 documentation is available, for customers who obtained BOE from Genesys, through the following URL:
This documentation is also available on the separate "Genesys Interactive Insights – Platform Components – Documentation" DVDs.
In addition, direct SAP customers can access the full set of BOE XI 3.x documentation from their web site at http://help.sap.com.
Genesys follows applicable third-party redistribution policies to the extent that Genesys solutions utilize third-party functionality. For specific information on any third-party software used in this product, see the Read Me. Please contact your technical support representative if you have any questions.