Interaction Concentrator
Also known as ICON. A Genesys product that collects and stores detailed data from various sources in a contact center that is empowered by using Genesys software. Downstream reporting systems can access Interaction Concentrator data in near–real time.
Operating on top of Genesys Framework, the product consists of a server application that is called ICON and a database that is called Interaction Database (IDB). The server receives data from data sources such as Configuration Server, T-Server, or particular Genesys solutions; it then stores this data in IDB by using Genesys DB Server.
Glossary
populate-sm-busy-from-mm-ixns
Section: gim-etl-populate
Default Value: false
Valid Values: true, false
Changes Take Effect: On the next ETL cycle
Dependencies: None
Introduced: 8.5.016.04
Enables you to align reporting of agent states more correctly in multimedia deployments with Interaction Server Cluster where:
- The Interaction Servers are configured as an Interaction Server Cluster, but each ICON connects directly to an individual Interaction Server in the cluster, instead of to the proxy.
- Only one ICON (or ICON HA pair) is configured to write agent state information (the ICON role option value includes gls).
Genesys Info Mart introduced support for this scenario in release 8.5.016.04, to resolve reporting inconsistencies that would otherwise occur if more than one ICON (or ICON HA pair) recorded agent state information. However, when only one ICON (or ICON HA pair) is configured with the gls role, only that ICON (or ICON HA pair) will report a BUSY state for an agent when the agent is engaged in an interaction handled by the Interaction Server to which that ICON (or HA pair) is connected. Other ICONs in this configuration will write interaction data when the respective Interaction Server to which the ICON is connected handles an interaction, but these other ICONs will not provide BUSY states.
To enable Genesys Info Mart to support the scenario without losing any BUSY state information, set populate-sm-busy-from-mm-ixns to true. With this setting, Genesys Info Mart generates BUSY states for agents based on multimedia interaction data, resulting in more accurate agent state reporting.
However, be aware that state durations might still be affected if time is not synchronized among the Interaction Servers in the cluster—for example, a state’s duration might be reported as one second less than actual.
8.5.116.16
Genesys Info Mart Release Notes
| Release Date | Release Type | Restrictions | AIX | Linux | Mac | Solaris | Windows |
|---|---|---|---|---|---|---|---|
| 09/24/21 | Update | X | X |
Contents
Helpful Links
Releases Info
Deployment Procedure
Product Documentation
Genesys Products
What's New
This release includes only resolved issues.
Resolved Issues
This release contains the following resolved issues:
The transformation job now correctly populates records in the SM_RES_STATE_REASON_FACT table in Interaction Server Cluster environments where:
- Each ICON or ICON HA pair connects directly to an individual Interaction Server in the cluster.
- Only one ICON or ICON HA pair is configured to write agent state information.
- The populate-sm-busy-from-mm-ixns configuration option is set to true.
Previously, if the agent remained in a given state with a reason while handling interactions, portions of time that the agent spent in this state may not have been represented in the SM_RES_STATE_REASON_FACT table. (GIM-13604)
Upgrade Notes
Refer to the Deployment Procedure for this release to deploy the installation package within your environment.
Dependencies
- To enable all of the functionality provided in this release, Genesys Info Mart requires Interaction Concentrator (ICON) release 8.1.514.47 or higher. At a minimum, Genesys Info Mart release 8.5 requires Interaction Concentrator 8.1.100.36. For additional recommendations, see ICON Recommendations in the Known Issues and Recommendations section.
- Genesys recommends that you manage jobs using Genesys Info Mart Manager, but if you continue to use Genesys Info Mart Administration Console, Genesys recommends that you use Genesys Info Mart Administration Console release 8.1.3 or higher.
- Genesys Info Mart Manager release 8.5.010 requires Genesys Info Mart release 8.5.009 or higher. Genesys Info Mart release 8.5 is compatible with Genesys Info Mart Manager release 8.1.4 and higher.
- Genesys Info Mart Manager and Genesys Administrator Extension (GAX) interoperability requirements are reciprocal:
- Genesys Info Mart Manager release 8.5.010.02 and later requires GAX release 8.5.270.06, and vice versa.
- Genesys Info Mart Manager 8.5 releases earlier than 8.5.010 require GAX 8.5 releases earlier than GAX 8.5.270.06, and vice versa.