Genesys Interactive Insights User's Guide
Genesys Interactive Insights User's Guide
Genesys Interactive Insights User's Guide
User's Guide
Genesys Interactive Insights 8.5.0
4/22/2019
Table of Contents
Genesys Interactive Insights 8.5 User's Guide 3
New In This Release 4
Licensing Restrictions 5
Managing the BI 4.1 Environment 6
Understanding Reports and Workspaces 10
Working With Reports in Web Intelligence 20
Understanding the Universe 27
Measure Names 30
Classification of Measures 32
Available Media Types 37
Source of Aggregated Information 39
Measure Maps 40
Media-Neutral Measure Mapping 41
Customizing the GI2 Universe and Reports 43
Customizing Measure Definitions 44
Distinguishing Same-Named Queues 47
Creating Week-Level Reports 48
Using 15-Minute Aggregation 51
Removing Fields from Reports 53
Using Attached Data 54
Example - Product Line and Product 59
Changing the Forecast 73
Using Cascading Prompts 78
Reporting Outside the GMT Time Zone 83
Setting the Scope of Analysis 85
Troubleshooting Incompatibility 86
Managing Performance 91
Additional Resources 95
Genesys Interactive Insights 8.5 User's Guide
This guide picks up where the Genesys Interactive Insights Deployment Guide leaves off. Begin to use this
document only after you have configured Genesys Info Mart 8.5 and its supporting applications to measure and
record contact center activity, installed and set up your BusinessObjects Business Intelligence Platform (BI) 4.1
environment, and installed and imported the appropriate reports and universe. This document describes:
• how to create or modify reports and the supporting universe elements using BI software,
• how universe elements are organized to paint a picture of contact center activity within your enterprise.
This document describes the 8.5.x release(s) of GI2. For other releases of GI2, visit the Genesys Customer Care
website, or request the Documentation Library DVD, which you can order by email from Genesys Order
Management at Genesys Order Management. GI2 8.5.x releases rely on BusinessObjects Business Intelligence
Platform (BI) 4.1, which provides functionality similar to that provided by BO XI 3.1 in releases 8.1.1 and earlier,
though the names of some applications, tools, and options differ.
BI 4.1 software
GI2 8.5.0 is powered by BI 4.1 software. This document does not describe in detail how to operate BI software,
because that information is provided in documentation provided by SAP. For more information about the operation
of BI Launch Pad, Web Intelligence, or the Design tools, refer to the BO/BI documentation, available from the
following sources:
• if you are a direct SAP customer, you can acquire the BusinessObjects documents from the SAP website,
• if you obtained BI software through Genesys, you can acquire BusinessObjects documents from this page on the SAP
website.
Refer to the Genesys Interactive Insights Universe Guide for more information about GI2 universe elements and
reports.
Tip
Because you can customize the appearance and functionality of BI user interfaces, screens
shown in this guide might differ from what you see in your environment.
For information about what's new in the software, see the Genesys Interactive Insights Release Notes.
Other Changes
Changes pertaining to the the deployment and localization of GI2 are described in the Genesys Interactive Insights
Deployment Guide. Also, refer to the Genesys Interactive Insights Universe Guide for information about the new
reports and other new universe elements that were introduced or updated within the 8.5.x releases.
Licensing Restrictions
GI2 and Genesys Info Mart licensing allow you to add third-party data to enrich the reporting and analysis of your
enterprise operations. You may use GI2, including the BI Web Intelligence component, to report on any Genesys
data sources. However, when reporting on non-Genesys data sources, GI2 reports must contain data from at least
one Genesys data source. The number of concurrent users who can operate BO software in your environment is
controlled by the number of GI2 seats that you have purchased. To obtain unrestricted licenses that enable you to
freely access data sources other than Genesys Info Mart, contact SAP.
This page describes the BI environment. Genesys Interactive Insights (GI2) is based on BI 4.1, which you manage
using the Central Management Console (CMC). The figure CMC Home Page shows the CMC home page, which
summarizes the tasks that administrators can perform with this tool.
CMC is a web-based application that you can use to control individual preferences. The BI Administrator must grant
permission for you to access the CMC.
Managing Folders
BO software uses folders to organize repository documents. You control access to these folders and to specific
items within them by setting permissions. The figure Setting Folder Permissions Within CMC shows user security
permissions being invoked for a GI2 report.
Release-specific subfolders of the Interactive Insights root folder house report and documentation
subfolders. This folder structure enables you to maintain any customizations that you applied to previous universes.
In this document (and other GI2 documentation) text references and screen shots might omit the release-specific
subfolders.
A BI 4.1 installation deploys many default folders—such as Administration Tools, Auditor, and Report
Samples—that are not used by GI2. As the BI administrator, you can hide these folders to avoid confusion. To hide
folders from select groups of users, apply no-access levels to those groups within the security profile of the folder’s
properties. Refer to the “Manually Setting Up GI2 Access Levels, Groups, and Permissions” section of the Genesys
Interactive Insights Deployment Guide for further details.
The Genesys Interactive Insights Deployment Guide instructs you to delete the root folder (Interactive
Insights) prior to redeploying GI2 or reimporting the same GI2 universe version. Before you delete this folder,
archive any custom reports that exist in the folder.
To prevent the installation routine from overwriting a preexisting universe (GI2_Universe), you must export the
universe to an LCMBIAR file using Promotion Management in CMC. When you customize reports, consider using a
storage location that minimizes the need to relocate these custom reports when new releases of GI2 become
available.
Managing Servers
You can view and modify server settings and stop and start BI servers by using the CMC or Central Configuration
Manager. Use either tool to troubleshoot your BI environment when you cannot access the GI2 universe or reports.
A BI installation deploys a set of servers; in some cases you may not need all of them. If you choose to stop servers
you do not need, be sure to leave running all servers that are required by GI2. Refer to the Business Intelligence
Platform Administrator Guide for a description of the servers and how to manage them (see BO/BI documentation).
The figure Stopping the Adaptive Processing Server by Using CMC shows the process to stop an unused server
using the CMC. If you use BO functionality that requires these servers, such as scheduling reports or setting up
rules or events, make sure that you leave the required servers running. Refer to the Business Intelligence Platform
Administrator Guide for a description of the servers and how to manage them (see BO/BI documentation).
Managing Connections
The GI2 installation routine copies a database connection object (GI2_GIM_DB) when it imports the GI2 universe
into the BI repository. This connection is reserved for Genesys use; use or modify it only as directed. Refer to the
Genesys Interactive Insights Deployment Guide for step-by-step instructions on how to link the GI2 Universe to your
data source (your Info Mart database).
Important
BI 4.1 has no mechanism for tracking or reversing the changes made to a universe once it has
been imported into the BI repository.
Group Summary
Interactive Insights report developers can create reports in
Web Intelligence from scratch, delete them, and edit and
view their underlying SQL. Report developers can also
Interactive Insights report developers
schedule reports for later running and distribution and
save them in other formats, such as PDF and Microsoft
Office Excel.
Interactive Insights report editors can modify existing
reports and copy them in order to create new reports.
Interactive Insights report editors However, they cannot create new reports within the GI2
universe in any other manner. Report editors can also
schedule reports and save results in other formats.
Interactive Insights report viewers can specify values at
the user prompts when they run the reports, view report
Interactive Insights report viewers results, and modify reports—however they cannot save
the modifications. Report viewers can also schedule
reports and save results in different formats.
Interactive Insights report basic users can see scheduled
Interactive Insights report basic and existing report instances. A user within this group,
however, cannot run reports or see the Details folder.
Interactive Insights access restrictions users can see only
certain data and reports. Users within this group have
Interactive Insights access restrictions their access to data restricted based on geography, line of
business, or organizational role. Specific data can also be
blocked (such as system objects).
For information about tasks not covered here, refer to the Business Intelligence Platform Administrator Guide for
additional information about working with Central Management Console (see BO/BI documentation).
About BI Workspaces
Managing Workspaces
BI Workspaces provide dashboard-like displays of one or more charts of contact center activity. Each workspace is
effectively a container for specially-designed reports. This release provides one customizable workspace, Call
Center Monitor, which is composed of the following reports, represented on four tabs:
• Accepted Performance— This tab links to the Interaction Traffic Report, displaying four charts.
• Agent Performance— This tab links to the Agent Summary Activity Report and the Agent Utilization Report, displaying
two charts and a table that summarizes each agent's call volume, utilization, and revenue.
• Business Result— This tab links to the Interaction Volume Customer Segment Report, displaying four charts.
For optimal viewing of the workspaces, set your screen resolution to a width of at least 1280 pixels.
The figure Managing Workspaces shows the organization of the workspaces in the BI Workspaces folder and some
of the operations that you can perform within Web Intelligence.
The data in the workspaces represents a snapshot of the database at a given point in time; to view current data,
you must refresh the data (see Refreshing Data for related information on this topic). Also, consider scheduling
regular runs of the constituent reports, as the workspaces do not display the date range over which the reports were
run. Workspaces can display more than one chart from a single report, or can display charts from more than one
report. 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.
Managing Reports
The GI2 release for Genesys Info Mart 8.5 includes the following reports:
• 6 detail reports
• 2 callback reports
All of these reports were designed using Web Intelligence. The reports use the hierarchies, classes, dimensions,
details, conditions (filters), measures, and prompts that are defined in the corresponding Interactive Insights
universe: GI2_Universe. The figure Managing Reports shows the organization of some of the reports in the
Agents folder and some of the operations that you can perform within Web Intelligence. To learn about performing
basic report operations, such as running and scheduling reports and printing, sharing, and exporting their results,
refer to the BO/BI documentation.
When you view, run on-demand, or modify a report, the report opens in the Web Intelligence interface, as depicted in the figure Viewing Reports
Using Web Intelligence. As an administrator, you can configure permissions that determine whether Web Intelligence is available for each user and
which operations each user can perform.
• The Agent Summary Activity Report provides 4 reports displayed on 4 main tabs (Active Time, % Active
Time, Interaction Time, and % Interaction Time).
• The Agent Utilization Report uses 2 main tabs (Customer and Consult).
• Instead of a main tab, the Business Executive Report provides 3 summary tabs (Business Result, Customer
Segment, and Service Type).
Combined Query
Right-click a report, and choose Modify to edit the report. Select the Data Access tab, and on the Data Providers sub-tab, click Edit
(available only to Developer users), to open the Query Panel and show the report’s building blocks, (as shown in Cutaway of the Query Panel
for the Agent Not Ready Reason Code Report).
Most GI2 reports display the results of two queries, Main Query and Date Range Query. However, in order to achieve a particular end result, a
few reports incorporate a third (or fourth) query. Two reports—the Interaction Volume Service Type Trend and the Agent Details Activity
reports—use a combined query, as shown in the figure Combined Query.
If you have to customize reports, make sure that you are working with the correct query when there is more than one.
Cutaway of the Query Panel for the Agent Not Ready Reason Code Report
The figure Cutaway of the Query Panel for the Agent Not Ready Reason Code Report shows the Main Query, the Date Range Query, and the
Total Not Ready Query of the Agent Not Ready Reason Code Report. Other reports that make use of three or more queries include the
following:
Summary Tabs
Many reports include one or more Summary tabs that highlight exceptional events that occur within your contact center or enterprise.
Depending on the report, these exceptions might be highlighted in one or more colors to enable you to focus quickly on highly productive or
problematic areas.
The figure Summary Tab of the Interaction Volume Service Type Report shows sample data on the Summary tab of the Interaction Volume
Service Type Report. With the exception of the Interaction Flow Report, none of the detail reports (found in the Details folder) include a
Summary tab.
For those GI2 reports that do return rows, but in which a particular field is not applicable, the reports return a value of 0. For example, suppose that
all interactions for a particular day were accepted within the first four service time intervals that were defined for a tenant, but none were accepted
beyond the fourth interval. As a result, the Speed of Accept (seconds) Report—a portion of which is shown in the figure Zero Values in the Speed of
Accept Report—displays 0 values for the each of the fifth through tenth intervals.
The reports also return 0 for measures when the underlying database columns on which measures are based hold 0 values. Additionally, when a
report is based on a query that gathers data from more than one aggregation table, empty cells in reports are possible where other cells contain
data.
For composite measures, such as percentages and averages, wherever a 0 count or 0 duration ensues, the reports display 0 for such measures.
The average duration of calls placed on hold, for instance, is 0 in the circumstances where either no calls were placed on hold during the interval, or
where the duration of held calls was 0 seconds (or a fraction of 1 second).
The custom reports that you create might behave differently depending on their design. Refer to BO/BI documentation for further information.
Some of the charts and tables that are presented on the Summary tabs of reports use background colors (for example, green, red, and yellow) to
summarize the information that is provided in the main report tab; these colors might be difficult to differentiate when the report is printed to a black-
and white printer.
Printing most reports requires tabloid-size paper (11"x17") and most reports are output with landscape orientation. Reports that contain a lot of data,
such as the Queue Summary and Agent Utilization reports, encroach the minimum margin space that is required for some printers. If you find that
your printed output is cropped at the margins, consider scaling down the report output to satisfy the minimum allowable margins for your printer.
Typically, you can accomplish this either by adjusting the settings in the Print dialog box of your printer driver, or through the Print Setup or Page
Setup menu items of the software application of the report output. As well, you can scale output with some of the supported BI output formats.
Consult the software documentation of your targeted output format to learn about its ability to scale, as well as the hardware documentation for your
specific printer for information about the minimum margin widths.
Tip
In addition to (or instead of) using the method described in this section, you can restrict user access to data using integrated,
role-based Data Access Restrictions, described in the Genesys Interactive Insights Deployment Guide.
Use the following procedures to personalize BI reports, restrict data access, and send reports (containing the selected data) by email.
• Last Name
• First Name
• Resource Name
This example uses the third option. To modify the Agent Name
definition:
For additional information about working with reports, see the section Working With Reports in Web Intelligence.
Hour Prompts For instance, if a shift operates from 9:00 PM of one day to 3:00 AM of
the next day, the results can not appear within one report. Instead, run
two reports—one from 9:00–11:59 PM of one day and the other report
from 12:00–3:00 AM of the next day. Alternatively, you can customize
the day-range prompts for the report to recognize hours.
This is common in the Start Date, End Date, and Report Date prompts
of GI2 reports. Thus, if you select a specific time in conjunction with a
specific date, the GI2 reports ignore the time and use only the specified
date. The figure BI software Ignores the Time Component of Start and
End Date Prompts highlights the time component that automatically
appears with all date settings. Regardless of the time that appears in the
prompts, GI2 uses the following times:
So, to run a report for one day—for example, for November 30,
2014—you would designate the following:
where these user prompts appear in the reports. Even though start and
end appear to be the same moment in time, the report actually spans 24
hours. For the detail reports, the Start Time and End Time user prompts
actually do recognize the time values that you designate, and you must
indicate an appropriate time value along with a date.
For Linux:
1. Log in to the Linux account where BI software is
running, and open .bash_profile for editing.
The preset dates that are available to you can vary from report to report.
With the exception of the Today and the ...to Date preset dates, all
preset dates exclude information that has been gathered about the
current day. GI2 reports use the value that is specified in the preset date
field over any other dates that are specified in the report’s Start Date,
End Date, and/or Report Date fields. For a report to recognize these
other fields, you must set the preset date to None.
• Customer ID
• From
• To
• Interaction ID
The values that you supply in these fields must match exactly the values
that are to be retrieved from your data source. Wild-card characters and
operators (such as ‹ and ›) are not recognized. To specify more than one
value in a field, separate each value with a semicolon (;)—for example:
4155551234;5066746767;6504662829
To have Web Intelligence retrieve all values for these fields (satisfying
the report’s other conditions):
Running a report with these fields cleared will cause Web Intelligence to
display a dialog box that prompts you to specify the missing values.
For the Interaction Flow report, the selections that you make at the
Target Agent and Target Queue prompts are interdependent. Select
Prompt Interrelationships ALL targeted queues, for instance, to return all interactions (meeting the
report’s other qualifications) that pass through any queue that is
associated with the indicated agent at the Target Agent prompt, and
vice versa. In addition, although the values you select at other prompts
in this report are independent—bearing no relationship to each
another—the report will retrieve all legs of an interaction in which the
criteria that you specify indicate to retrieve fewer than the entire life of
the interaction.
Many of the reports have more than one date prompt, including Pre-set
Date Filter, Pre-set Day Filter, Start Date, and End Date prompts.
Know that the selection that is specified in the Pre-set Date Filter or
Pre-set Day Filter trumps any other date specification that you make.
Also, if your preset date selection is set to a date for which there is no
data in your data mart, your report will return no results, regardless of
any range of dates that you might have specified in the Start Date and
End Date user prompts. For the report to recognize the values that you
specify for Start Date and End Date, you must explicitly set the Pre-set
Date Filter (or Pre-set Day Filter) prompt to None. Web Intelligence
does not validate for meaningless input at the user prompts, such as end
dates that fall before start dates.
Tip
The hierarchies in the Information Design Tool differ from those that are used for aggregation of
Info Mart data, which are described in the Reporting and Analytics Aggregates User’s Guide.
When agent-campaign results are displayed, drilling down from campaign to campaign group and then drilling up
from agent to agent group results in duplicate rows. The figure Drilling Anomaly When Agents Belong to more than
one Group demonstrates this anomaly in three cutaway illustrations of the Agent Outbound Campaign Report.
Drill-Up Operations
Drill-up operations display results based on the criteria that you originally specify. For example, drilling up from a
daily report instance that spans two days provides results for only the two days selected for the new report instance,
which, according to the Time Interval hierarchy, is aggregated by month. Further drill-up from the one-month report
instance provides partial quarter results—containing data only for those originally selected two days. The same is
true if you drill-up to a year report. Reverse drilling also respects the original selection criteria.
Drill-Down Operations
You cannot drill down from aggregated results to the interaction- or interaction-segment level; however, the relevant
data is available in the Info Mart database (if it has not been purged), and you can create reports to provide this
level of detail. (The Interaction Detail reports provide interaction- and interaction-segment levels of detail without
drilling from aggregated information.) The previously referenced Interaction hierarchy is based on an interaction’s
type and subtype (for example, Inbound/InboundNew), not on the legs of the interaction.
Refreshing Data
You should refresh report data whenever the aggregation process completes and prior to first opening the report.
Indeed, for that report to display any results, you must refresh the data upon opening a report that has never been
previously opened at all. The process of opening a report, in and of itself, does not refresh the report’s data.
Refreshing the report’s data is important if the report was previously saved with its results; if the data is not
refreshed, Web Intelligence uses instead the data that is saved within the report’s cube, which might contain
outdated data. (Refer to BusinessObjects documentation for information about the content of report cubes.) You
must also refresh a report upon drill when the report contains smart measures—measures whose aggregation
function is Database delegated. By design, instead of the cell’s value, Web Intelligence, displays #TOREFRESH
as a place-holder until the report is refreshed.
To refresh a report’s data, click Refresh Data. The Web Intelligence status bar reflects the last date and time when
the report was refreshed. If a report has never been refreshed, the Status bar displays the following message:
Refresh Date: Data is not refreshed.
The aggregation process runs continuously throughout the day within the time frame that is determined by
configuration options in the [schedule] section of the Genesys Info Mart Application object. Refer to the Genesys
Interactive Insights Deployment Guide for information about these options, and to determine the schedule setting in
your environment.
Tip
When aggregation values are not available at the time that a query is run, delegated measures
can return #TOREFRESH values in some reports. To prevent this, you can enable an automatic
refresh option either on the server, or on a per-document basis. For more information, see the
Genesys Interactive Insights Release Note.
For additional information about Web Intelligence, refer to the BO/BI documentation.
• hierarchies
• lists of values
• hidden elements
You organize and manage these elements using the Information Design Tool (see the figure The Information
Design Tool). Note, however, that if your universe uses the BOE 3.1 UNV format, you must manage it using the
Universe Design Tool.
Universe restructuring should be performed only by users who possess a profound understanding of Info Mart
tables and columns and commensurate knowledge of BI software. Genesys does not support modifications to
universe elements beyond those customizations described in Customizing the GI2 Universe and Reports. Because
universe elements serve as the semantic layer for all users, Genesys recommends that you do not allow your
general user population to modify universe elements. For information about controlling the rights of GI2 (BO) users,
see the BO/BI Documentation.
The elements within the GI2 universe constitute the business-friendly semantic layer of Genesys Info Mart.
• Predefined SQL-based objects that map to SQL structures (tables, columns, database functions) in the Info Mart
database.
• A schema of the tables and joins that are used in the Info Mart.
The Information Design Tool is the BusinessObjects tool that was used to define this layer and the tool that you can
use (if your account has the appropriate rights) to:
• Modify the objects to affect which results are retrieved by the GI2 reports.
• Create new universe objects (or universes) for use in Web Intelligence reports.
• See the extended definitions of objects that belong to the GI2 universe. (Basic descriptions of measures are visible to
all users in the BI LaunchPad and Web Intelligence interfaces.)
Through Web Intelligence, report users connect seamlessly to the GI2 universe and run queries against their data
mart. Report users can perform data analysis and create new reports, choosing objects from the GI2 universe,
without ever seeing or having to understand the complex queries or data structures of their underlying data mart.
For instructions on how to use this component, refer to the Information Design Tool User Guide available from SAP.
Certain modifications to universe elements are supported; these are indicated in the description of a particular
measure in the Genesys Interactive Insights Universe Guide. In addition, if alternate definitions exist, they are
provided in the measure’s properties on the Source Information tab, which is shown in the figure Supported
Alternate Definitions of the % Accepted Measure. In the Information Design Tool, supported alternate definitions
begin with the phrase “Developer use only”. (You might have to scroll to read all of the alternate definitions.) Refer
to Customizing Measure Definitions for the preferred procedure for changing these definitions.
For more information about the universe, see the following pages:
• Measure Names
• Classification of Measures
Measure Names
Use the information on this page to understand measure naming and reference metric IDs.
Reference Metric ID
Many classes contain measures with names that match measures in other classes. However, the full name of a
measure includes the class in which the measure belongs, which thereby makes it unique. Because the full name
can be quite long, most measures have been assigned a reference metric ID which appears on the Source
Information tab of the measure’s properties. This ID is informational only and is not referenced by any of the
reports. Should you need to contact Genesys Customer Care for assistance, this ID might be useful when you are
describing a particular measure.
The figure Reference Metric ID of the Queue\Entered Measure shows the ID that is assigned to the Entered
measure that belongs to the Q Customer class in GI2_Universe. By contrast, the reference ID of the like-named
measure in the BA Customer class is T_ENTERED.
Naming Convention
Detail measures are sourced from the following Genesys Info Mart tables:
• SM_RES_STATE_FACT
• SM_RES_STATE_REASON_FACT
• MEDIATION_SEGMENT_FACT
• INTERACTION_RESOURCE_FACT
All interval measures are sourced from aggregation tables that contain "_I_" in the database object name—for
example:
• AG2_I_AGENT_SUBHR
• AG2_I_STATE_RSN_SUBHR
• AG2_I_SESS_STATE_SUBHR
No special naming convention identifies a table as one that contains disposition measures, other than disposition
measures are all sourced from AG2_* tables that do not to use "_I_" in the table name—for instance:
• AG2_AGENT_CAMPAIGN_HOUR
• AG2_AGENT_QUEUE_HOUR
• AG2_CAMPAIGN_HOUR
• AG2_QUEUE_HOUR
• AG2_QUEUE_ABN_HOUR
• AG2_QUEUE_ACC_AGENT_HOUR
• AG2_QUEUE_GRP_HOUR
• AG2_ID_HOUR
• AG2_AGENT_HOUR
• AG2_AGENT_GRP_HOUR
Each hierarchy contains seven tables and/or views, which have the following suffixes: _SUBHR, _HOUR, _DAY,
_WEEK, _MONTH, _QRTR, and _YEAR.
Classification of Measures
All measures are classified as one of three types:
• Detail
• Interval
• Disposition
The Genesys Interactive Insights Universe Guide identifies each measure’s classification. Measures can also be
described as measuring either customer or consult interactions, and for consult interactions, as either warm or
simple consultations. The following subsections describe each of these classifications.
Detail Measures
Detail measures provide the measure of one and only one activity, in contrast to interval and disposition measures,
which aggregate information about a number of interactions that occur over a period of time. Some examples of
detail measures include the following:
• Flow\Duration
• Session\Active Time
• State\Reason Time
• Ixn State\Duration
(Flow User Data Example\Detail 8 and Handling User Data Example\Detail 16 are hidden universe measures that
appear in italic font both in this document and in the Information Design Tool.) Note the distinction between these
detail measures and BO’s terminology for Detail objects—such as the User Name detail object of the Agent Name
dimension. The two concepts are entirely different.
Interval Measures
Interval measures measure the activities occurring within the reporting interval as they occur, regardless of whether
or not the interactions complete during the interval and whether or not the interval completes.
Counts and durations of such measures are clipped where interactions cross over multiple intervals and are
attributed to each of the intervals in which the activities occur. In scenarios in which an interaction is waiting in
queue when the hour changes, the time that the interaction actually waited in queue during the first interval is
attributed to the first interval. For example, if an interaction is waiting in queue from 3:58–4:03 PM, two minutes is
attributed to the first interval (3:30–3:59 PM), and the remaining three minutes is attributed to the second interval
(4:00–4:29 PM).
Furthermore, a count is attributed to each interval in which the interaction persists—that is, a count of 1 for the
interaction that is waiting in queue during the first interval, and another count of 1 for the same interaction, waiting in
queue, during the second interval.
Interval measures provide an interpretation of the activity that occurred during an interval. Some examples of
interval measures include the following:
• Interaction State\Hold
• Summarized State\Busy
The Ixn State class in the GI2 universe houses additional interval measures.
Disposition Measures
Disposition measures provide an interpretation of the count and duration of contact center activity, attributing their
measure to the interval in which an interaction was received by the contact-center resource—whether the resource
is a mediation DN or a handling resource, such as an agent. In scenarios in which an agent talks to a customer over
day boundaries, all of the talk time is attributed to the first reporting interval and no time is attributed to the latter
interval. For example, if an agent talks to a customer over day boundaries (11:45 PM –12:15 AM), all of the talk time
(30 minutes) is attributed to the first reporting interval (Day 1) and no time is attributed to the latter interval(s) (Day
2).
Likewise, the count (of 1 interaction) gets attributed to the first interval; no count at all gets attributed to the second.
As such, disposition measures are additive; their counts from one interval can be added to the counts of other
intervals to obtain a total count of activity across all intervals, without double counting.
• Q Customer\Hold
• Agent Contact\Preview
Some universe measures mix together these different parts of an interaction’s life cycle—most predominantly, those
that are in the Q Customer & Consults class. Some measures co-mingle customer interactions with a subset of
consult interactions, or warm consultations (discussed in the Genesys Interactive Insights Universe Guide.)
The following table summarizes whether measures in each universe class incorporate customer-related activity or
consultation-related activity; and, if the latter, what type of consultation activity is measured therein. A few universe
measures are related neither to customer nor consultation activity; this is indicated in the N/A column. (The Bound
measures in the Service Objects class, for example, do not measure contact center activity; they are provided in an
administrative capacity for the derivation of other measures.):
Class\Measure Customer Simple Consult Warm Consult Warm & Simple N/A
Agent Contact
class: All other *
measures
BA Consults
class: All Consult *
Warm measures
BA Consults
class: All other
*
Consult
measures
BA Customer
class\*: All
* *
Accepted
measures
BA Customer
class\*: All other *
measures
Queue\Q
Consults class:
*
All Consult Warm
measures
Queue\Q
Consults class:
*
All other Consult
measures
Contact Attempt
*
class\*
Queue\Q
Customer class:
All Accepted
measures * *
(but not the Accept
measures)
Queue\Q
Customer class:
All Entered,
* *
Distribute(d), and
Offered
measures
Queue\Q
Customer class:
*
All other
measures
Queue\Q
Customer & * *
Consults class\*
Class\Measure Customer Simple Consult Warm Consult Warm & Simple N/A
Flow class\
* *
Duration
Handling Attempt
class: All
*
Customer
measures
Handling Attempt
class: All
*
Conference
measures
Handling Attempt
class: Revenue, * *
Satisfaction
Handling Attempt
class: Queue
Time, Response
Time, Routing * *
Point Time, and
Total Duration
measures
Interaction State
* *
class
Ixn State class\* * *
Service Objects
*
class\*
Session class\* * *
State class\* * *
State and
* *
Reason class\*
Summarized
* *
State class\*
Transfer class\* *
The following table summarizes the applicable media types for groupings of measures across all of the classes in
which they are found. “All Abandon measures”, for instance, applies to all of those that measure the abandonment
of interactions, whether they be consultations that were abandoned, abandoned inviting and waiting measures,
short-abandoned measures, standard abandons, or abandoned-within-a-service-time-interval measures including
durations, counts, maximums, averages, and percentages thereof:
Where the listed applicable media types for a particular measure within the group differs from the norm, the
differences are footnoted at the bottom of the table. For those measures that can be classified as belonging to more
than one grouping (that is, represented by two or more rows in the table), the most restrictive media-type rule
applies.
For example, the Consult Received Warm Wrap Time measure can be classified under:
The last two media rules are the most restrictive of the three; therefore, they apply to the Consult Received Warm
Wrap Time measure.
• CALLING_LIST • USER_DATA_CUST_DIM
• CAMPAIGN • TENANT
• DATE_TIME • TIME_RANGE
• RESOURCE_ • INTERACTION_TYPE
• RESOURCE_GROUP_COMBINATION • INTERACTION_DESCRIPTOR
• GROUP_ • RESOURCE_STATE
• MEDIA_TYPE • RESOURCE_STATE_REASON
The “Interactive Insights Reports” chapter of the Genesys Interactive Insights Universe Guide lists the supporting
tables for each report and some of the configuration options that control the Genesys Info Mart Server’s population
of the tables. Also, the Reporting and Analytics Aggregates User’s Guide provides business views of each
aggregate subject area. See the Genesys Info Mart User’s Guide to learn how data is populated to the Info Mart
database.
Measure Maps
Several measure maps that illustrate the relationships among measures in the universe are available in the
Documentation folder in BI LaunchPad. The same folder contains the Genesys Interactive Insights Universe Guide,
this User’s Guide, and a graphic illustrating the synchronicity of interactions. The measure maps that are available
include the following:
• Agent Activity
• Agent Contact
• Agent Activity – Interaction State
• Contact Attempt
• Agent Activity – Summarized State
• Queue 1 of 2
• Business Attribute 1 of 2
• Queue 2 of 2
• Business Attribute 2 of 2
The figure The Business Attribute (1 of 2) Measure Map shows one of the two Business Attribute measure maps.
• The following table facilitates this transition to media-neutral terminology by providing a mapping of industry-common
terms to the names of GI2’s media-neutral measures:
[+] Mapping Media-Neutral Measures to Voice Terminology
Talk Engage
• The following table illustrates how Genesys Info Mart prescribes some media-neutral states to interactions that differ
slightly from how GI2 reflects interaction (ixn) states in the names of some measures:
[+] Mapping of Genesys Info Mart Ixn States to GI2 Ixn States
This difference is most visible in data that is retrieved by the Agent Details Activity Report. For online media, for example, the report reports the state
of an interaction as connected (Connect), whereas you might otherwise expect to see it classified as Engaged. Read more about Genesys Info
Mart’s classification of interaction states in the relevant reference manual (available in the Genesys Info Mart documentation set); they are
described under the INTERACTION_RESOURCE_STATE table.
BI software does not maintain older versions of reports, and once you save changes to a report and export universe
elements to the repository, you cannot restore the previous version.
After you have customized definitions in the universe, remember that you must save the universe and export it back
to the BI repository so that your changes are made available to report users, using the procedure described in the
"Linking the Universe to Your Data Mart > Publishing the Universe Back to the Repository" section of the Genesys
Interactive Insights Deployment Guide.
Warning
Carefully design and implement all Universe customizations, and test them fully in your own
environment before placing them into production. Genesys does not support the implementation of
the procedures in this chapter other than where explicitly recommended. Genesys Quality
Assurance has not tested these procedures, but believes that, if you use them as general
guidelines, they will enhance your GI2 experience.
• Troubleshooting Incompatibility
Queue Class
Activity Class
% Accepted
Avg Handle Time % Accepted 80
Handle Time Avg Handle Time
Handle Time
The supported alternate definitions for each measure are provided in the measure Source Information properties
in the Information Design Tool, as shown in the figure Alternate Definition of the Activity\Avg Handle Time Measure.
Alternate definitions are not provided within the documentation.
Composite measures are based on the definitions of their supporting measures, which have definitions that might
also be customizable. So, if you customize one definition, be sure to consider customizing the supported definitions
for the entire family of measures that is affected by your change. Also, keep in mind that some of the measures are
used by more than one report; the Activity\Avg Handle Time measure, for instance, is used by the following seven
reports:
Changing a measure definition in the Information Design Tool affects all of the reports in which the measure is
used. Refer to the description of each measure in the Genesys Interactive Insights Universe Guide for a listing of
GI2 reports that employ the measure.
To determine if customization for a particular measure is supported, look for the measure in the Genesys Interactive
Insights Universe Guide; in the Universe Guide, the value in the Alternate? field indicates whether customization is
supported (as shown in the figure Alternate Field, Showing Whether Customization Is Supported which shows part
of the Universe Guide entry for the Activity\Avg Handle Time measure).
2. Verify that the correct Projection Function is assigned. (The Information Design Tool might reset this value to Sum
when you make certain changes to measures.)
3. On the Source Information tab, copy the appropriate alternate definition from the Technical Information field. There
might be more than one definition from which you can choose.
4. On the SQL Definition tab, replace the definition that is listed in the Select field with the alternate definition that you
copied.
5. In the Description field, edit the measure description to match the definition that you chose.
7. Export the universe back to the repository so that the changes that you make are available to all users.
To ensure that report users see accurate descriptions, you must also update measure descriptions, as appropriate,
in the reports in which the customized measures are used. The reports do not inherit descriptions from the
Information Design Tool; you must update them manually. You can find the descriptions on the Descriptions tab of
each report in Web Intelligence, as shown in the figure The Report Description Tab in Web Intelligence.
You can also create new measures (based on the definitions of existing universe measures) by using the Formula
Toolbar (available when you Modify a report in Web Intelligence). New measures you create using this method are
available only within the Web Intelligence document in which you create them. In general, Genesys does not
recommend this approach to define new measures. Ensure that only qualified personnel use the custom formula
capability.
Because the contact center objects in your enterprise might not have unique names, the queue-based GI2 reports
consider only a queue’s name when retrieving data about queue objects. The reports do not filter data based on the
switch from which the data originated, so queue-based GI2 reports display the results for all queue objects sharing
the same name instead of only the results from the intended queue.
Distinguishing Queues
2. In the definitions of all Queue dimensions, wherever they occur, replace the SELECT statement with the following:
{fn concat(RESOURCE_Q.RESOURCE_NAME, {fn concat('@',RESOURCE_Q.SWITCH_NAME)} )}
3. Make similar modifications in other queue-type dimensions, such as Last Queue, Source Last Queue, and Target Last
Queue.
Queue-based reports now display the name of the queue’s switch along with the name of the queue object
instead of displaying only the queue’s name. However, in some cases the queue@switch values might be too
long to fit within the report headers, labels, and table cells where they might occur. The Interaction Flow
Report, for instance, populates the names of queue objects in tables cells under the Source and Target
columns of the report. You can adjust the layout of this and other reports for better presentation.
• Week-level-only reports
If you want week-level-only reports without the ability to drill-up or drill-down functionality to the other aggregation
levels, follow the steps in Week-Level-Only Reports to replace the time dimension that is used in the reports with
the Week dimension.
Drillable Week-Level-Reports
For drillable week-level reports, you must do the following:
2. Modify the universe Time hierarchy to define one drill path along the desired dimensions (which includes the Week
dimension). Refer to BO/BI documentation for details about editing hierarchies.
3. Replace the time dimension used in the applicable reports with the Week dimension (to create week-level reports). If,
however, you want report users to be able to drill up for week-level results, this step is not necessary.
BI software enables you to create hierarchies to facilitate multidimensional analysis in the reports. You can create
and maintain two or more time-related hierarchies within one universe, for example:
• 30 minutes > Hour > Day > Month > Quarter > Year
However, if you create such a sophisticated system, you may experience complications with respect to performing
drill operations in the reports. If hierarchies share the same dimensions, as previously demonstrated, drill operations
become less convenient. No further modification to the reports is required to enable users to drill up for week-level
results. However, you must inform your users of a week’s boundaries, as they are defined within your data mart.
This is discussed in Understanding Week Boundaries.
Week-Level-Only Reports
The Week dimension is omitted from the Time hierarchy in GI2 reports, which disables drilling up or down for week-
level results. You can, however, create new copies of some of the reports and customize them to summarize
contact center activity in week-only time buckets. For Week-level-only reports, you cannot drill along the Time
hierarchy. You can enable week-level reporting in all reports except those reports in the Details folder.
2. Select the newly-created copy of the report, and click More Actions > Modify.
3. Edit the report to add the Week dimension to both the report’s query and the report’s layout.
4. (Optional) Edit the prompts to display a selection of dates along week boundaries. This is a complex task.
Alternatively, you can inform your report users of the week boundaries as defined within your data mart. Refer to
Understanding Week Boundaries for information on this topic.
5. Remove any other time dimension from both the report query and its layout.
7. Test your changes by running the report and verifying its results.
To this end, within the Information Design Tool, you can do either of the following:
• Redefine the existing Day dimension. If you choose this method, the new definition affects the results of all other
reports that provide day- and month-level results.
• Create and define a new dimension, such as Day in Week. If you choose this, you must substitute the new dimension,
in both the query panel and report layout, in all reports for which you want to generate week-level results.
When you have finished customizing the universe, you must export your work to the BI repository so that this
redefined or new dimension is made available to report users. This procedure is described in the "Linking the
Universe to Your Data Mart > Publishing the Universe Back to the Repository" section of the Genesys Interactive
Insights Deployment Guide.
Over and above this dual membership in each year, your system locale settings specify your preferred date-related
conventions, which include the definition of a week and on which day the week begins. Different cultures observe
different date conventions. As such, these variations in what constitutes a week merit special discussion.
In addition, the first and last weeks of the year could be partial weeks, depending on how the simple-week-
numbering Genesys Info Mart option is configured. A true value for this option mandates that Week 1 begin with
January 1 and that the last week end with December 31. Simple week numbering is not the default.
There are other configuration options in the [date-time] section that affect the content of a week, including the
following:
• min-days-in-first-week
• date-time-min-days-ahead
• date-time-max-days-ahead
Refer to the Reporting and Analytics Aggregates Deployment Guide for more information about these and other
week-related options. (The Genesys Info Mart 8.x release also supports ISO-8601–compliant weeks which this
section does not address.) Refer also to the discussion of the DATE_TIME table in the relevant Genesys Info Mart
reference manual for more information about the definition of a week that is used by Genesys Info Mart.
Note that the Reporting and Analytics Aggregates Deployment Guide recommends that you set the aggregation
level during the initial installation of Genesys Info Mart, and not change it thereafter.
Note that either 15 or 30 minutes is allowed—but not both simultaneously. Therefore, drill-up operations from the
15-minute level in the GI2 reports that you customize take you directly to hour-level results, and not to 30-minute
results.
a. In the Genesys Info Mart Application object, in the [schedule] section, change the run-aggregates configuration
option to false.
3. As an optional but recommended step, disable the scheduler by setting the run-scheduler (in the [schedule] section)
configuration option to false, and use the Genesys Info Mart Manager to ensure that no jobs are running.
Important
The following steps are database-intensive, so it is best to reduce the load and execute them when contact center activity is
at a minimum.
4. In the [agg] section, set the sub-hour-interval option to 15min and save your changes.
Tip
Set the value of this option before the Genesys Info Mart Server runs for the first time and avoid changing it thereafter.
5. Reaggregate data following the instructions provided in the Reporting and Analytics Aggregates User’s Guide (see
Reaggregating Data over a Certain Time Range). You can perform this step on any supported platform. This step
submits a request to delete and replace previously aggregated rows for the specified time period. When the next
aggregation cycle starts and completes, the AG2_*_SUBHR tables contains data that is aggregated in 15-minute
chunks.
7. Restart aggregation:
8. Close the Genesys Configuration Manager, and open the the Information Design Tool application.
9. Under the Time class, rename the 30 minutes dimension appropriately—for example, to 15 minutes. Genesys
recommends that you rename the existing dimension instead of creating a new one.
10. In the dimension’s properties, set the SELECT statement to either of the following and apply your changes:
• DATE_TIME.LABEL_YYYY_MM_DD_HH24_15INT
OR
• LABEL_YYYY_MM_DD_HH_15INT
If you choose the latter, you will not be able to distinguish between 12 AM and 12 PM in your week reports.
11. Save the universe, and export the universe back to the repository.
Your GI2 reports now display subhour results at the 15-minute level when you drill down from hour results.
The Combination conditions (such as Group Combination Sess and Group Combination) are distinguished
from the non-Combination conditions in that they provide filtering only against a named series of aggregate tables.
For example, whereas the Queue Group condition (a non-Combination condition) can be used to filter mediation
DN groups from any Info Mart table that stores queue-related data, the Group Combination ABN condition can be
used only to filter queue group–related data from the AG2_QUEUE_ABN_* series of Info Mart tables.
If the Combination condition remains among a report’s query filters when no measures remain to gather data from
the aggregate table, the query returns a database error when it is executed against the Info Mart database. You are
likely to encounter this situation when you are removing measures from reports that query more than one series of
aggregate tables.
2. In the ccon_adata_spec_GIM_example.xml file that is provided within the Genesys Info Mart installation package,
uncomment the appropriate rows to enable Interaction Concentrator (ICON) to record data for the following user data
keys:
• Classify_Actionability_CtgRelevancy
• Classify_Sentiment_CtgRelevancy
• KloutScore
• CtgName
• Screen_Sentiment_CtgName
• Screen_Actionability_CtgName
• Classify_Actionability_CtgName
• Classify_Sentiment_CtgName
• desktop_influence
Place this file in ICON’s root directory. Refer to Steps 1 and 2 of Enabling Reporting on User Data in the Genesys Info
Mart Deployment Guide for detailed instructions.
3. Run make_gim_UDE_template_<rdbms>.sql against the Info Mart database to create the database objects for
social media detail reporting. This SQL script is deployed in the \script subfolder as part of a GI2 installation. Refer
to the Application Files chapter of the Reporting and Analytics Aggregates Deployment Guide for more information.
4. Run aggregation in autonomous mode and specify the setFeature runtime parameter as follows:
-setFeature=eServicesSM
This parameter enables RAA to aggregate social media data, including mapping GEN_ES_KEY (in the
IRF_USER_DATA_KEYS table) to USER_DATA_KEY1 in the H_ID, H_AGENT, and H_AGENT_QUEUE hierarchies.
Note that USER_DATA_KEY1 can be mapped only once per hierarchy. If you previously mapped this field to
CUSTOM_KEY_10 (as instructed in step 2 of Example - Product Line and Product) for the Product Line example,
then consider mapping USER_DATA_KEY2 to CUSTOM_KEY_10 instead. Refer to the Reporting and Analytics
Aggregates User’s Guide to learn how to run aggregation in this autonomous mode.
Your environment is ready to process social media user data for each interaction, and RAA is equipped to
aggregate this data. You can now use the Agent Social Engagement and Social Engagement reports to retrieve
meaningful data.
The following section describes additional hidden universe objects, some of which indirectly support social media
user data reporting.
Universe objects that report on user data, and which are visible to report designers and viewers, are described in
the Genesys Interactive Insights Universe Guide. Some objects, however, are hidden in the universe.
The table following table lists those hidden objects that are related to user data. You must properly set up your
environment and unhide these objects before you can use them to create reports.
AG2_AGENT_*.ACTIONABILITY
M Actionability AG2_AGENT_GRP_*.ACTIONABILITY
Numeric
AG2_AGENT_QUEUE_*.ACTIONABILITY
AG2_AGENT_*.INFLUENCE
AG2_AGENT_*.ACTIONABILITY_OFFERED
AG2_AGENT_GRP_*.
ACTIONABILITY_OFFERED
AG2_AGENT_*.INFLUENCE_OFFERED
Class and Member User Data Table and Field Char or Numeric
AG2_AGENT_GRP_*.SENTIMENT_OFFERED
AG2_AGENT_QUEUE_*.SENTIMENT_OFFERED
AG2_AGENT_*.SENTIMENT
Dimension 6 USER_DATA_CUST_DIM_2.DIM_ATTRIBUTE_1
D ... Char
USER_DATA_CUST_DIM_2.DIM_ATTRIBUTE_5
Dimension 10
USER_DATA_GEN_ES.SCREEN_
Screen Actionability
D Char
Category ACTIONABILITY_CTGNAME
USER_DATA_GEN_ES.SCREEN_
Screen Sentiment
D Char
Category SENTIMENT_CTGNAME
D ... Char
USER_DATA_CUST_DIM_1.DIM_ATTRIBUTE_5
Dimension 5
USER_DATA_CUST_DIM_2.DIM_ATTRIBUTE_1
Dimension 6
Class and Member User Data Table and Field Char or Numeric
...
USER_DATA_CUST_DIM_2.DIM_ATTRIBUTE_5
Dimension 10
USER_DATA_GEN_ES.SCREEN_
Screen Actionability
D Char
Category ACTIONABILITY_CTGNAME
USER_DATA_GEN_ES.SCREEN_
Char
Screen Sentiment
D
Category SENTIMENT_CTGNAME
Detail 1 Char
IRF_USER_DATA_CUST_1.CUSTOM_DATA_1
Char
Detail 2 IRF_USER_DATA_CUST_1.CUSTOM_DATA_2
... ...
Char
M
Detail 14 IRF_USER_DATA_CUST_1.CUSTOM_DATA_14
Numeric
Detail 15 IRF_USER_DATA_CUST_1.CUSTOM_DATA_15
Numeric
Detail 16 IRF_USER_DATA_CUST_1.CUSTOM_DATA_16
Dimension 6 USER_DATA_CUST_DIM_2.DIM_ATTRIBUTE_1
D ... Char
USER_DATA_CUST_DIM_2.DIM_ATTRIBUTE_5
Dimension 10
2. To use the predefined user data objects, show only those objects that you intend to use. User data classes,
dimensions, and measures are marked as hidden within the universe so that they are not available to report designers
before their time.
• Perhaps your user data table is named differently from that which is used in the table above.
• Perhaps you want the dimension or detail to reference a field different from that which is already defined for the
object.
• Perhaps you want to reference a list of values and have the dimension available as a user prompt on a custom
report. (See step 5 of Example - Product Line and Product)
Execute the sample script (Sample SQL Script for Creating and Mapping
User Data) to set up user data mapping and recording in your
environment. Also, refer to the:
• INTERACTION_DESCRIPTOR (fields
CUSTOMER_SEGMENT, SERVICE_TYPE,
SERVICE_SUBTYPE, BUSINESS_RESULT)
• STRATEGY
• REQUESTED_SKILL
• ROUTING_TARGET
Using the attached data from these tables falls outside the scope of this
section. Several GI2 reports, however, are provided for all of the
attached data-related fields in the INTERACTION_DESCRIPTOR table.
to include user data tables that are named or structured differently, you
must add the tables to the universe schema yourself.
Inserting a table
e. Click OK.
• AG2_ID_DAY
• AG2_ID_MONTH
• AG2_ID_SUBHR
• AG2_ID_WEEK
• AG2_ID_QRTR
• AG2_ID_YEAR
Next, we add these new joins to the contexts that already exist in the
universe so that any join paths will automatically be resolved when
report queries are run against the Info Mart database.
Adding LOV
Before we create the dimensions, we must add LOV that will be
associated with the dimensions. Complete the following steps to add and
define Product and Product Line LOV.
The sample report that we create offers report users the opportunity to
select one or more products or product lines in which to generate results.
One way to utilize this capability is to prepare two filter universe objects
that populate two product-oriented user prompts in our report. To do so,
first create necessary parameters, and then create fileters based on
them:
Creating Parameters
Complete the following steps to add and define the Parameters required
for filtering.
7. Click the Set default Value radio button, and from the
list, select ALL.
Creating Filters
Complete the following steps to add and define Filters based on the LOV
we previously created.
The following sample script provides the SQL code that is used for this example.
IF EXISTS ( SELECT 1
FROM sysobjects
WHERE id = object_id('USER_DATA_CUST_DIM_10') AND type = 'U' )
DROP TABLE USER_DATA_CUST_DIM_10
GO
-- Add mapping between user data keys and user data tables to
-- CTL_UD_TO_UDE_MAPPING.
--
-- Note: ICON should be configured to record these user data keys.
The Interaction Volume Service Type Trend Report (sometimes called the Trend report) provides a forecast of one
service-level measure based on the historical values that are retrieved within the time range that is bound by the
start and end dates that you specify. The report provides forecasted data beginning from the end date and
extending through the forecast-thru date that you specify, as shown in the figure Time Ranges for the Interaction
Volume Service Type Trend Report. The Interaction Volume Service Type Trend Report uses several variable-
based measures (discussed on this page, under Swapping the Forecast Measure) to load the terms for a least-
squared forecast calculation. These variables are reserved for internal use; alter them only as instructed below.
2. Within BI LaunchPad, make a copy of the Interaction Volume Service Type Trend Report and retitle it accordingly—for
example, Interaction Volume Entered Trend Report:
b. Select the folder in which to paste the report, and choose Organize > Paste.
c. Right click the report and choose Properties. Edit the Title, and click Save & Close.
3. Right-click a report, and in the context menu, select Modify to open the report for editing.
4. On the Data Access tab, Data Providers sub-tab, click Edit Data.
Edit Variable
5. On the Query Panel, add the measure you want to add to both combined queries (Combined Query 1 [for current
data] and Combined Query 2 [for forecasted data]):
a. Select Combined Query 1, then double click the measure you want to add (this adds it to the Result Objects
field).
b. Select Combined Query 2, then double click the measure you want to add (this adds it to the Result Objects
field).
7. In the Available Objects list, double-click Measure to open the Edit Variable dialog box.
The figure Edit Variable shows the main Available Objects list, and the Edit Variable dialog box. Note that the
Edit Variable dialog box also contains a list called 'Available Objects'.
b. In the Formula field, replace [% First Response Time Service Level] with the measure that you chose
in Step 1 (for example, Entered) and click OK.
Alerter
9. If your selected measure yields values that are greater than 1—as is the case with the example Entered, given in Step
1—perform the following steps on the Main tab of the report:
a. Set Forecast Alerter (the alerter that is associated with the forecast column, shown in the figure Alerter)
appropriately, or remove it altogether.
c. In the Available Objects list, double-click the Trend Line variable and change its formula to the following:
If [A] * [Dimension With Forecast] + [B] < 0 Then 0
Else [A] * [Dimension With Forecast] + [B]
10. Appropriately rename any strings that indicate the name of the measure that is to be replaced. On the report
Summary tab, for instance, change the name of the axis, change the chart name, and, in the report structure, change
the hardcoded string % First Response Time Service Level over Time to Entered over Time.
11. On the report Description tab, add the Entered measure and its description to the table. Change the report
description appropriately.
12. (Optional) On the Query Panel, remove any measures that you no longer want to appear in the query.
Tip
In the GI2 universe, the First Response in Threshold and Entered with Objective measures
(the first two columns of the Trend report) are used to derive % First Response Time Service
Level (the third column in the report). If you swap the service-level measure for another, as
instructed in the preceding section, you might also want to swap out the first two measures. Be
sure to add any new measures to both halves of the underlying combined query and set the
columns of the main table appropriately.
2. In the Available Objects list, double-click Dimension With Forecast to open the variable editor. Change this variable
definition to include or remove the desired dimension. For instance, the following definition adds the Service Type
dimension:
=RunningCount([Time Dimension];([Tenant Name];[Media Type];[Service Type]))
3. Click Document Structure and Filters and modify the report section as desired.
1. In the Query Panel, add the desired time dimension to both combined queries. For example, add Month. Do not yet
remove the Day dimension.
2. In the Available Objects list, double-click Time Dimension to open the variable editor. Change this variable definition
to match the added dimension—for example, to =[Month].
4. Select the hidden [Day] column and change its formula to your desired dimension—for example, to =[Month].
5. (Optional) On the Query Panel, remove any time dimensions that you no longer want to appear in the query.
• Modify the Universe LOVs—Customize the agent and queue lists of values in the universe.
• Modify the Report Query—Customize the reports to replace agent and queue user prompts with those cascading
objects described in the table, Universe Objects Used for Cascading Prompts. (Some of these objects are hidden.)
This page demonstrates how to implement cascading-prompt functionality within your reports using both methods
and discusses the limitations associated with their use.
The benefit in the approach of modifying the agent and queue lists of values (LOVs) in the universe to provide
cascade functionality is that all reports (that employ agent and queue LOVs) reflect this change automatically. Any
report that references the altered LOVs will reflect cascading-prompt behavior. However, this approach also has a
drawback in the scenario in which you want only a subset of reports to use cascade functionality.
To add cascading prompts to a report using the modify-the-LOV approach, perform the following steps:
2. In the Business Layer list, click the Parameters and List of values class.
4. Click Edit Query. The Query Panel opens, where you can modify the code for the agentname_lov list of value.
8. Repeat Steps 2–7 to modify the queue_lov definition in the Queue class. Copy the SQL code from the
queuecascade_lov—the LOV associated with the Queue Cascade dimension. These two LOV modifications affect
the Agent Name and Queue dimensions in all classes in which the dimensions exist throughout the universe and in
which they are paired with the agentname_lov and queue_lov LOVs.
9. Save the universe and export your changes to the repository to make them available to the reporting community.
10. In Web Intelligence, for each affected report, edit the query to remove a group condition—where it exists—and save
the report. This includes the following conditions:
• Group Combination
Unless other significant modifications are made, do not remove the Agent Group condition from the Agent
Group reports; these reports do not reference the Agent Name dimension.
To add cascading prompts to one or more reports by using the modify-the-report-query approach:
2. In Web Intelligence, edit the report query to perform the following modifications. Where it exists:
c. Remove any group condition from the report. (See step 10 of Modify the Universe LOVs for more information.)
After you make these modifications, users of this report who run the report using the Advanced Prompt Panel (as shown in the figure Accessing the
Advanced Prompts Panel) are prompted to select agents or queues from a particular group instead of from a listing of all agents (or queues) who
belong to the tenant (or contact center).
• Multiple tenant reporting using a different time zone for each tenant
To configure Genesys Info Mart to accomplish this type of reporting within GI2 using one universe and multiple
connections:
1. Configure additional calendars in Genesys Info Mart; for example, DATE_TIME_CNT and DATE_TIME_AET. See
Creating Custom Calendars section in the Genesys Info Mart Deployment Guide for further instructions.
a. Create an ASCII file that contains the following code (substitute the AET and CNT time zones and their offsets
with your desired time zone(s) and their corresponding offsets):
b. Save this file in the Genesys Info Mart root folder with the file name time-zones.ss. The aggregation process
must be able to locate this file from the location where aggregation is run.
3. Invoke aggregation. RAA creates a separate set of database objects for each calendar and names the objects with the
time zone’s abbreviation (AG2_AET_AGENT_SUBHR). RAA manages these objects within the main schema.
4. Create a schema in Genesys Info Mart for each tenant. Users should not directly reference objects in the main
schema, so you must create aliases to control the access that users have to Info Mart data.
5. Create an alias file, (for example: tenant-tz-alias.ss), following the instructions in “Format of the Tenant Alias
File” in the Reporting and Analytics Aggregates User’s Guide. For example:
6. To update tenant aliases, invoke aggregation in standalone mode by issuing the following command:
java -jar agg/GIMAgg.jar -conf runagg -updateAliases tenant-tz-alias.ss
RAA creates views in the specified schema(s) that employ standard names. Therefore, no change to the definitions of
measures, dimensions, or conditions is required in the GI2 universe. Each tenant account now sees data in their own
time zone.
7. Open the Information Design Tool, and create connection parameters for each tenant account. At the Login
Parameters screen of the Wizard Connection, specify the parameters to connect to the desired tenant schema. Refer
to “Linking the Universe to Your Data Mart” in the Genesys Interactive Insights Deployment Guide for more
information.
Through the connection parameters that you establish (and depending on how calendars are set up), your users
have access to their own data and the GI2 reports display this data in the user's time zone.
When you run and save a report, BI software stores analytical information about the report in the report’s cube. This
information includes referenced universe elements, the database query, the returned results, and the report’s scope
of analysis, which defines the degree of data that is retrieved from the data mart as the result of a query. This
degree of data corresponds directly to the additional hierarchical levels, lower than those initially designed to be
included in the query. The figure Scope of Analysis for the Agent Conduct Report shows the Scope of Analysis
dialog for the Agent Conduct Report. This dialog becomes visible when you edit a report’s query within Web
Intelligence and click the Show/Hide Scope of Analysis Panel icon on the menu bar.
By default, the GI2 reports have the Scope of Analysis set to None; this means that no extra data is stored within
the report cube other than the dimensions that are directly used by the query to organize and retrieve results. This
minimizes the size of a report cube and maximizes the report performance by reducing the time required to run the
report (retrieve data from the Data Mart) and display the results. However, to make extra data available to your
users, you can customize each report to broaden its scope of analysis. You can change the Scope of Analysis to:
• One level
• Two levels
• Three levels
• Custom (Custom permits you to selectively designate the additional objects that should be included in the query.)
Refer to the BO/BI documentation for further information about this feature.
Troubleshooting Incompatibility
It is possible for your custom reports to generate results that are difficult to interpret, to generate errors, or to require
excessively long query-processing times when certain combinations of GI2 measures and dimensions are included
in the report. These conditions can occur under several circumstances, including:
• Improperly combining incompatible dimensions—such as the Queue and State Name dimensions—in the same
report.
For this reason, Genesys recommends that when you create or customize new reports, you try to employ measures
and dimensions that belong to the same class. Additionally, you should select one or more dimensions from the
Time class in every report. Observing this simple rule will minimize errors and confusion among your report users.
Incompatible Objects
Incompatibilities can result if you add to your custom reports measures and dimensions from different
classes—even if you mix objects from a parent and its subclasses. Web Intelligence displays an error, shown in the
figure to the right, when it encounters an incompatibility.
To resolve this problem, you can modify the existing contexts to add joins between tables—where they can be
joined—or you can create new contexts defining these relationships. In scenarios where two tables cannot be
joined, avoid mixing measures and dimensions within the same report.
Ambiguous Queries
If you build custom reports—even when you select objects from the same class—the Query Contexts dialog box
can appear, as shown in the figure The Query Contexts Dialog Box. Web Intelligence displays this dialog box when
the resulting query of your custom report is ambiguous—that is, when the query does not uniquely identify the table
from which data should be retrieved. On the contrary, an ambiguous query can be executed against more than one
table in the database.
For example, if you fail to include in your report a time-related dimension, then Web Intelligence displays the Query
Contexts dialog box before the query is executed—because like results are stored in all of the _SUBHR, _HOUR,
_DAY, _WEEK, _MONTH, _QRTR, and _YEAR aggregation tables and views. Only after you have specified the
appropriate context (the appropriate time dimension in this case) can Web Intelligence display the report’s results.
As another example, if you attempt to run a custom report in which you added only the Queue and Queue Group
dimensions from the Queue class (from GI2_Universe) to the query definition and nothing else, a message similar
to that shown in the The Query Contexts Dialog Box figure appears. Queue-related data from this class can be
retrieved from any of the following aggregate tables:
• AG2_AGENT_QUEUE_*
• AG2_QUEUE_*
• AG2_QUEUE_ABN_*
• AG2_QUEUE_ACC_AGENT_*
• AG2_QUEUE_GRP_*
Such a query, without any measures or a time-related dimension, provides insufficient information for Web
Intelligence to determine the table (or view) from which it should retrieve the desired data.
To supress the message, so that users of your report do not see it, add the appropriate universe elements that
satisfy Web Intelligence’s request for additional information. Even if you choose not to display these elements in the
report, make them part of the underlying query. Optionally, you can preselect the appropriate context, so that the
message will not be displayed to users. Refer to BO/BI documentation for information on how to create contexts.
Finally, as is the case with any report design, study the results of your generated custom report to ensure that they
make sense.
Modify LOVs
The following database error occured: The multi-part identifier 'GROUP_GROUP_TYPE_CODE' could not be bound...
.
In these scenarios, Genesys recommends that you upgrade to GI2 release 8.5.001.02 or later, which interoperates
correctly with BI 4.2. Alternatively, you can customize GI2 to work correctly with BI 4.2 by using the instructions in
the following procedure.
Important
Genesys recommends that you install GI2 with the recommended releases of supporting software,
including RAA, Gensys Info Mart, and BI 4.x software. Compatible releases are listed in the 8.5
Product Alerts, available on the Genesys Interactive Insights page.
Editing the universe so that older versions of GI2 can work with BI 4.2
To resolve problems with drill operations (Agent up to Agent Group) in scenarios where you have installed BI 4.2
with releases of GI2 that do not support it, make the following changes to the universe:
2. For each of the following dimensions, in all classes except the details classes, remove the Where clause:
• Agent Name
• Agent Group
• Queue
• Queue Group
• For Agent Name dimensions, modify the joins for the dimensions shown in the figure Modify joins for these
Agent Name dimensions.
• For Agent Group dimensions, modify the joins for the dimensions shown in the figure Modify joins for these
Agent Group dimensions.
• For Queue dimensions, modify the joins for the dimensions shown in the figure Modify joins for these Queue
dimensions.
• For Queue Group dimensions, modify the joins for the dimensions shown in the figure Modify joins for these
Queue Group dimensions.
4. Modify the definitions of the following LOVs, as shown in the figure Modify LOVs, to reflect the corresponding
condition from the Service Objects class: queue_lov, queuegroup_lov, queueandnone_lov, agentname_lov,
agentgroup_lov
Managing Performance
This page describes steps you can take to improve the performance of GI2.
• PreSetAndDate—in the Activity, Agent Contact, Business Attribute, Contact Attempt, Summarized State, and Time
classes
• PreSetAndDateRange—in the Activity, Agent Contact, Business Attribute, Contact Attempt, Queue, Summarized
State, and Time classes
In previous releases, many of the reports referenced date-time keys that directly queried records in the DATE_TIME
table; this required an additional join from the aggregate table to the DATE_TIME table—which is a sizeable table
filled with thousands of rows of metadata. Beginning with the 8.0 release, some of these date-time references within
the reports have been redirected to query the date and time fields within the reports’ base aggregate tables
themselves—constituting a simpler design that requires one fewer complex join. As a direct result, performance for
those reports improved over the 7.6 release.
As you build new reports or customize the provided reports, be sure to weigh the decision to employ date-time
elements from the Time class with the decision to employ those elements—where they exist—from the universe
class that supports your report’s underlying aggregate tables and views.
Important
As with other Genesys applications, GI2 requires that your system GMT (Greenwich Mean Time)
setting is accurate and synchronized among the servers in your environment.
The headers of each report display the report date (which is the date and time when the report was run) rather than
the date and time when the most recent transformation job was run. In fact, the date and time when the most recent
transformation job was run are not reflected in the report, even though it is that date and time at which contact
center activity is reflected by the report data.
For the smaller aggregation levels, the variances in report results are more pronounced, given the configuration
within the Genesys Info Mart application of the data chunk size that is to be transformed. Genesys Info Mart is an
historical-reporting application, therefore you must give care to the interpretation of report results when you use GI2
as a near real-time tool to obtain daily reports (for example, when the day has not yet completed or has only
recently completed).
Many factors contribute to latency in data availability between the date and time of the most recent transformation
and aggregation run, and the date and time when the report is run, including the following:
Read more about these factors in the Genesys Info Mart documentation, and in the Genesys Hardware Sizing
Guide.
To prevent overflow due to insufficient memory, Genesys recommends that you perform one or more of the
following procedures:
3. Restart Tomcat.
Additional Resources
• Genesys Info Mart Operations Guide, for information about Genesys Info Mart jobs such as Job_AggregateGIM, and
the Genesys Info Mart Manager, which you can use to manage Genesys Info Mart jobs.
• Genesys Info Mart Deployment Guide, for information about configuring the Genesys Info Mart and Interaction
Concentrator servers to recognize user data.
• Reporting and Analytics Aggregates Deployment Guide, which describes the runtime parameters and configuration
options mentioned in this document.
• Reporting and Analytics Aggregates User’s Guide, which describes the different modes of running aggregation, the
aggregation hierarchies, and how to configure Reporting and Analytics Aggregates (RAA) to aggregate data based on
these user-defined dimensions.
• The Physical Data Model documentation for your RDBMS, which describes the aggregate tables and subject areas:
• Reporting and Analytics Aggregates Physical Data Model for a Microsoft SQL Server Database
• Reporting and Analytics Aggregates Physical Data Model for an Oracle Database
• Reporting and Analytics Aggregates Physical Data Model for a PostgreSQL Database
Important
Genesys Interactive Insights (GI2) 8.5 entered End of Life (EOL) on January 25, 2019. It enters
End of Maintenance on July 28, 2020, and reaches End of Support on January 24, 2021. If you
have questions, contact your account representative. GI2 is replaced by Genesys CX Insights.
Documentation for Genesys Interactive Insights (GI2) is available on the Genesys Documentation website:
• Genesys Interactive Insights Deployment Guide, which will help you install, start, stop, and uninstall the Genesys-
provided image of BI and the GI2 reports and universe.
• Genesys Interactive Insights Universe Guide, which describes, in detail, the reports and measures that are provided in
the GI2 release.
• Genesys Interactive Insights User's Guide, which includes a report- customization example that displays aggregated
results that are sectioned by your own custom user data.
• Business Intelligence Platform User Guide—SAP BusinessObjects Business Intelligence Platform 4.1 Support
Package
• Business Intelligence Launch Pad User Guide—SAP BusinessObjects Business Intelligence Platform 4.1 Support
Package
• Information Design Tool User Guide—SAP BusinessObjects Business Intelligence platform 4.1 Support Package
Genesys
Additional documentation for Genesys products is available, as follows:
• The Genesys Glossary provides a comprehensive list of the Genesys and computer-telephony integration (CTI)
terminology and acronyms.
• Genesys Migration Guide, available on the Genesys Documentation website, provides documented migration
strategies for Genesys product releases. Contact Genesys Customer Care for more information.</li>
• Release Notes and Product Advisories for this product, which are available on the Genesys Documentation website.
Information about supported hardware and third-party software is available on the Genesys Documentation website
in the following documents:
• The Genesys Interactive Insights page in the Genesys Supported Operating Environment Reference Guide
• Genesys Hardware Sizing Guide, which provides information about Genesys hardware sizing guidelines for the
Genesys 8.x releases. For additional system-wide planning tools and information, see the release-specific listings of
System-Level Documents on the Genesys Documentation website (docs.genesys.com).
• Genesys Documentation Library DVD, which you can order by email from Genesys Order Management at Genesys
Order Management.