Release Advisory

Genesys Interactive Insights

8.1.x

Genesys Telecommunications Laboratories, Inc. © 2011–2017

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is no longer an affiliate of Alcatel-Lucent; any indication of such affiliation within Genesys products or packaging is no longer applicable.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 for more details.

The following information applies to Genesys 8.1.x software and is important for you to note:


When installing a SAP BusinessObjects (BO) XI 3.1 Service Pack, you can upgrade to the current service pack from either of the previous two service pack levels.


During installation or upgrade of BI 4.1 software, Genesys recommends that you always enter an administrator password that meets minimum complexity requirements (a combination of upper case, lower case, and numbers, and having a minimum length of 8 characters).

Note: Creating an administrator password that does not meet these requirements can lead to a failed installation of BI 4.1.


The Web Intelligence Java Report Panel does not launch when supported Java Runtime Environment 7 update 51 (or later) is installed with default settings. To work around this issue, open the Java Control Panel and make one of the following changes:

For more information, see SAP NOTE 1968652.


For releases 8.1.0 and 8.1.1, the SAP AG Java Certificate for BO XI 3.1 expires on September 8, 2013. After that date, when you use the InfoView Java Report Panel to create or edit a Web Intelligence report, a security error appears, and your browser can lock up. For more information, including instructions to enable you to work around this issue, see the Genesys Knowledge article 50594, or SAP NOTE 1906603.


To generate meaningful Genesys Interactive Insights (GI2) reports, you must install and have operating:

Furthermore, for each GI2 release, you must install the corresponding Reporting Analytics and Aggregates (RAA). Refer to "Interoperability of Software Components" in the latest Genesys Interactive Insights Deployment Guide for further information.


For 8.1.4 releases:
GI2 8.1.405.05 and later 8.1.4 releases require version 14.1.5.1501 SAP BO Business Intelligence Platform 4.1 Support Pack 5. Earlier releases of GI2 8.1.4 require version 14.1.2.1121 of SAP BO Business Intelligence Platform 4.1 Support Pack 2.

For 8.1.3 releases:
GI2 8.1 requires version 14.1.2.1121 of SAP BO Business Intelligence Platform 4.1 Service Pack 2.

For 8.1.1 releases:
GI2 8.1 requires version 12.5.0.1190 (Service Pack 5) or later of BO XI 3.1. Genesys recommends that you upgrade to version 12.7.0.1983 (Service Pack 7) of BO XI 3.1. The package of software provided with GI2 8.1 includes Service Pack 7 for BO XI 3.1. Service Pack 7 upgrades BO XI 3.1 to the recommended version and is provided as:

SAP BusinessObjects Business Intelligence Platform Server ServicePack

Genesys also provides the full installation of BO XI 3.1, version 12.7.0.1983, as:

SAP BusinessObjects Business Intelligence Platform Server your platform

For 8.1.0 releases:
GI2 8.1 requires version 12.3.0.601 of BO XI 3.1 software, but version 12.7.0.1983 (Service Pack 7) is highly recommended. As of June 20, 2014, the package of software provided with GI2 8.1 includes Service Pack 7 for BO XI 3.1. Service Pack 7 upgrades BO XI 3.1 to the required version.


The "No Reason" NotReady reason code (which is used by default in Genesys Info Mart 7.6 when an agent assigns no reason for being in NotReady state) does not exist in Genesys Info Mart 8.1. As such, the Agent Not Ready Reason Code Report in the Genesys Interactive Insights 8.1 release no longer reports this reason code.


Interaction Concentrator (ICON) 8.x and Genesys Info Mart 8.x 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)


The GI2 reports 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)


Because Interaction Concentrator 8.x 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 GI2 reports. (ER# 239356191)


Customers who obtained BO software from Genesys can download the complete set of BO documentation from the SAP web site.

This documentation is also available on the separate "SAP BusinessObjects Business Intelligence Platform Documentation" DVDs.

Customers who obtained BO software directly from SAP can access the complete set of BO documentation from the Help area of the SAP web site.


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 support representative if you have any questions.


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