Service-Level Agreement
Also known as an SLA. A contract that commits an ASP to a specific level and/or Quality of Service (QoS). A set of performance objectives that are reached by consensus between the user and the provider of a service, or between an outsourcer and an organization. An SLA specifies a variety of performance standards that may or may not include service levels.
Glossary
agg-jdbc-url
Section: gim-etl
Default Value: No default value
Valid Values: Any valid JDBC URL
Changes Take Effect: On restart of the Genesys Info Mart Server.
In an Oracle RAC configuration in which you want aggregation to use a separate node, specifies the connection parameters for the JDBC connection to the Info Mart database for Reporting & Analytics Aggregates (RAA). If this option is defined, the aggregation process uses the connection string specified by agg-jdbc-url instead of the jdbc-url connection string. For the required syntax for this option, consult the vendor documentation for your JDBC driver.
For performance reasons, Genesys recommends that you divide processing by function, allocating separate functions to specific nodes in the cluster. Use the Oracle RAC Server Control Utility (SRVCTL) to configure named services, including a named service for RAA, and associate those services with particular nodes. For more information, see "Oracle RAC Configuration" and "DAP Objects for Genesys Info Mart" in the Genesys Info Mart 8.x chapter in the Genesys Hardware Sizing Guide.
Example for Oracle
Oracle requires the following format to specify connection parameters for the Oracle thin client:
jdbc:oracle:thin:@(DESCRIPTION = (LOAD_BALANCE=OFF)(ADDRESS = (PROTOCOL = TCP)(HOST = <database_host_name>)(PORT = 1521))(CONNECT_DATA = (SERVER = DEDICATED)(SERVICE_NAME=<named service>)))
aggregation-engine-class-name
Section: gim-etl
Default Value: none
Valid Values: Any string
Changes Take Effect: On restart
Dependencies: None
Specifies the class name of the aggregation package, if it is installed. If your deployment uses the Genesys historical reporting presentation layer—Genesys CX Insights (GCXI)—or the separately installed Reporting and Analytics Aggregates (RAA) package, specify the following value: "GIMAgg.GimInterfaceImpl.AggregationImpl"
For more information, see the Reporting and Analytics Aggregates Deployment Guide.
aggregate-duration
Section: schedule
Default Value: 5:00
Valid Values: 00:00-24:00
Changes Take Effect: Immediately
Dependencies: run-aggregates, aggregate-schedule
Specifies the amount of time, in 24-hour format, that Job_AggregateGIM will run after it is launched. When the run-aggregates option is set to TRUE, the scheduler will stop the aggregation job when this interval expires. The aggregation job is launched in accordance with a schedule defined by the aggregate-schedule option. After the aggregation job is launched, it runs continuously until the aggregation-duration interval expires.
aggregate-schedule
Section: schedule
Default Value: 0 1
Valid Values: A valid CRON expression
Changes Take Effect: Immediately
Dependencies: run-aggregates
Specifies the daily schedule for Job_AggregateGIM to start. The job will start in accordance with this schedule when aggregation is being controlled by the scheduler (in other words, the run-aggregates option is set to true). Between them, the aggregate-schedule and aggregate-duration options define daily time intervals within which Job_AggregateGIM will run continuously.
The schedule is defined in the format of a CRON expression that represents a set. The expression comprises two fields, which are separated by whitespace:
- The first field specifies minutes. Valid values are 0–59 and optional special characters (see below).
- The second field specifies hours. Valid values are 0–23 and allowed special characters.
The following special characters are allowed in the CRON expression:
- , (comma)—Separates items in a list. For example, specifying the first field (minutes) as 0,30,45 means the 0th, 30th, and 45th minutes of the hour.
- - (hyphen)—Defines a range. For example, specifying the first field (minutes) as 30-35 means every minute between the 30th and 35th minute of the hour, inclusive; this is the same as specifying 30,31,32,33,34,35.
- * (asterisk)—Indicates that the CRON expression will match for all values of the field. For example, specifying the second field (hours) as * means every hour in the day.
- / (forward slash)—Describes increments. For example, specifying the first field (minutes) as 0/10 means the 0th minute of the hour and every 10 minutes thereafter.
run-aggregates
Section: schedule
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Dependencies: None
Specifies whether the scheduler will manage the aggregation job, to run the aggregation engine inside the Genesys Info Mart process.
Reporting And Analytics Aggregates
Also known as RAA. An optional Genesys Info Mart process that creates and populates predefined aggregation tables and views within an Info Mart database. RAA aggregation tables and views provide the metrics that summarize contact center activity to facilitate reporting, and serves as the primary source of data for the Genesys CX Insights (GCXI) historical reports. RAA is required for Genesys CX Insights, and was required for the now-deprecated GI2.
Glossary
Genesys CX Insights
Genesys Customer Experience Insights (Genesys CX Insights or sometimes GCXI) provides a presentation layer that extracts data from the Genesys Info Mart database, and presents it in readable historical reports to enable business and contact center managers to make better business decisions for streamlining operations, reducing costs, and providing better services.
Genesys CX Insights has replaced Genesys Interactive Insights (GI2) as the historical reporting presentation layer. See also Genesys Info Mart and Reporting and Analytics Aggregates (RAA).
Glossary
Aggregation-Related Options for GCXI and RAA
Genesys Info Mart behavior and functionality are controlled by configuration option settings on the Genesys Info Mart Application and other supporting objects, such as DNs and Scripts.
The table on this page lists the configuration options that are essential to enable aggregation in your Genesys Info Mart deployment, if the Genesys historical reporting presentation layer—Genesys CX Insights (GCXI)—or RAA is installed.
Related Information
In addition to the aggregation-related options on this page, you might be interested in the following:
- Data-Processing Options for Genesys Info Mart — Affect the content and quality of data that is stored in the Info Mart database.
- Operations-Related Options for Genesys Info Mart — Affect the day-to-day operations of the Genesys Info Mart components and control the ETL process.
Genesys Info Mart Options for GCXI and RAA
The following table summarizes the Genesys Info Mart aggregation-related options for GCXI and RAA.
| Configuration Object | Section Name | Option Name and Default Value | Comments |
|---|---|---|---|
| Genesys Info Mart Application | [schedule] | run-aggregates=true aggregate-schedule=<as specified in the aggregation-specific template> |
In the Application object, configure the options on the Options tab. |
| [gim-etl] | aggregation-engine-class-name="GIMAgg.GimInterfaceImpl.AggregationImpl" | ||
| Info Mart DAP | [gim-etl] | agg-jdbc-url= | In the Info Mart DAP, configure the option on the Options tab. |
In addition to specifying the aggregation engine class name (in the aggregation-engine-class-name configuration option), you must also modify the gim_etl_paths file to specify the path to the correct .jar file.
There are additional aggregation-related options that are set on the Genesys Info Mart Application object, to control the functioning of the aggregation engine and population of the aggregate tables. GCXI have specific requirements for certain option values.
Note that, starting with RAA release 8.1.1, RAA does not use the thresholds specified by the Genesys Info Mart *-threshold options to calculate SLA and other threshold-related measures. Instead, in RAA release 8.1.1 and higher, thresholds are controlled by aggregation-specific [agg-gim-thld-*] options, which are described in the RAA documentation.
For more information about all of the aggregation-related options and installation steps, see the Reporting and Analytics Aggregates Deployment Guide for your release.