Jdruker/BGS Reporting

Writer's note: This page will replace the "Enable Reporting for BGS" section on the How to deploy BGS page in the QSG.

Integrating BGS with Genesys Historical Reporting

Starting with Bot Gateway Server (BGS) release 9.0.002, historical reporting on chat bot activity supplements the chat session reporting available in eServices premise deployments that include the Genesys Reporting & Analytics offering. Chat bot reporting is supported only for chat bots that are run by BGS.

This page describes the component and configuration requirements to enable historical reporting on BGS-managed chat bot activity in your deployment.

Overview

1. After a BGS session is finished or when an attempt to launch a bot session is rejected, BGS produces a reporting event, which it stores in an Elasticsearch database. For more information about the reporting event attributes, see Reporting event attributes, below.
2. The BGS reporting event is separate from the Interaction Server reporting event that is generated at the end of the Chat Server session. The chat session reporting event includes some bot-related statistics that are processed as part of chat session reporting (see <link to new Admin Guide page>, Integrating with Historical Reporting in the eServices Administrator's Guide).
3. On a regular schedule, Genesys Info Mart extracts the BGS data from the Elasticsearch database and transforms it into the BGS_SESSION_FACT table and supporting dimensions in the Info Mart dimensional model. For more information about the Info Mart database tables, see the Genesys Info Mart Physical Data Model for your RDBMS. For more information about managing the Genesys Info Mart ETL jobs, see the Genesys Info Mart Operations Guide.
4. In deployments that include Reporting and Analytics Aggregates (RAA) and Genesys CX Insights (GCXI), RAA summarizes and organizes the Info Mart data in ways that enable GCXI to extract meaning. For more information about RAA data, see the RAA User's Guide.
5. GCXI uses the aggregated data in the Info Mart database to produce a Bot Dashboard. For more information, see Chat reports in the GCXI User's Guide.

Enabling historical reporting on BGS activity

Prerequisites

The following table summarizes the minimum release requirements for the Genesys and third-party components that enable chat bot historical reporting.

Component	Minimum release
Bot Gateway Server	9.0.002
Elasticsearch	5.6.x
Chat Server	8.5.203.09
Genesys Info Mart	8.5.011 Writer's note: Reviewers, GIM 8.5 has a minimum Java requirement of Java 1.7. From the Elasticsearch documentation, it looks like ES requires Java 8. Should JDK or Server JRE 1.8 be noted here as the minimum required version?
RAA	8.5.010
GCXI	9.0.005

Setting up historical reporting

1. Ensure that your deployment has been configured as required for Genesys Info Mart to support chat session reporting.
   For more information, see Integrating Chat Server with Genesys Historical Reporting in the eServices Administrator's Guide. If you have not already done so, configure Interaction Concentrator (ICON) to store the user data KVPs listed below (see Chat Server KVPs).
   
2. Configure BGS to report bot metrics.
   Writer's note: I don't know enough to know exactly how to word the action. Please help! Best guess:
   By default, BGS captures the minimum attributes required in the reporting event to enable historical reporting out-of-box. However, the default ESP methods do not populate all the parameters that are useful for reports. For meaningful reporting, Genesys strongly recommends that you modify the StartBot method, in particular, to populate the ChatBotCategory and ChatBotFunction attributes. For more information about the available attributes, see ESP methods. For more information about how to modify the methods, see ???
   
3. Enable the storage of BGS reporting metrics in Elasticsearch.
   
   1. Deploy Elasticsearch version 5.6.x.
   2. Configure BGS to output reporting data into Elasticsearch by configuring the following options in the [channel-chatbot] configuration section:
      • elastic-endpoints
      • elastic-cluster
   
   
4. Configure Genesys Info Mart to extract the BGS reporting data from Elasticsearch.
   Writer's note: Aleksey, please especially confirm these steps.
   1. On the Options tab of the Genesys Info Mart application object, create a new configuration section, elasticsearch-bgs0.
   2. In the new section, add the client option, with a value that specifies the location of the Elasticsearch node(s). The values you specify must match the values in the BGS elastic-endpoints option (see step 3), but note that the syntax is different.
   3. If necessary, also configure the No results option.
   
   
5. Enable aggregation of bot-related data. (Required for GCXI reporting or other applications that use RAA aggregation.)
   In the [agg-feature] section on the Genesys Info Mart application object, specify the enable-bgs option. If you haven't already done so, also specify the enable-chat option.
   

Bot-related reporting data

There are two mechanisms by which Genesys Info Mart receives bot-related reporting data:

• BGS application data
• Chat Server reporting data

BGS application data

After a BGS session is terminated or rejected, BGS generates a reporting event for that session and stores the data in the Elasticsearch database. There might be multiple BGS sessions within a single chat session.

JSON Example

The following is an example of a BGS reporting event serialized as a JSON file for Elasticsearch storage. See BGS reporting event attributes for the meaning of the attributes.

Writer's note: JSON example reproduced from the "BGS reporting event structure" intranet page. Included because (a) examples are always a good idea and (b) it removes the need to explain the structure. Reviewers, if you think it's too prominent on the page, we can put it inside a toggle.

{               "cbs_endTime": "2017-05-03T08:27:42Z",
                "schema_info": {
                                "version": 1.0
                },
                "chatBot_info": {
                                "chatBot_name": "Translator 3000",
                                "chatBot_category": "Service",
                                "chatBot_function": "Agent advisory"
                },
                "session_info": {
                                "attr_itx_id": "itx0000081b",
                                "attr_itx_submitted_at": "2017-05-03T08:27:33Z"
                                "cbs_id": "0002EaCD00K80030",
                                "attr_itx_tenant_id": 101,
                                "attr_itx_media_type": "email",
                                "cbs_startTime": "2017-05-03T08:27:34Z",
                                "cbs_rejectedToStart": 0
                },
                "session_stats": {
                                "cbs_endedAbnormally": 0,
                                "cbs_duration": 8500,
                                "cbs_messagesSent": 15,
                                "cbs_messagesReceived": 10,
                                "cbs_endedBy": "CPB",
                                "cbs_endReason": "ALL_PARTICIPANTS_LEFT",
                                "cbs_endResult": "Success"
                },
                "attr_extension": {
                                "customAttributeName": "customAttributeValue"
                }
}

BGS reporting event attributes

The following table describes the attributes included in the BGS reporting event. The "Attribute" column, which includes the name of the section as well as the attribute itself, represents the XPath search term Genesys Info Mart uses to extract and map the data. The "Info Mart Database Target" column indicates the Info Mart database table and column to which the attribute is mapped.

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Chat Server reporting data

When the chat session is finished, Chat Server attaches reporting statistics to the user data of the interaction in Interaction Server.

The following table describes the bot-related reporting statistics that Chat Server includes in the user data if any BGS-managed chat bots participated in the chat session. The "Info Mart Database Target" column indicates the Info Mart database table and column to which the user data KVP is mapped. (For information about the rest of the chat session KVPs that Chat Server sends, see Chat Server reporting data in the eServices Administrator's Guide.)

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