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
ixn-data-limit
Section: gim-transformation
Default Value: 10000
Valid Values: 0 or any positive integer, where 0 means there is no limit imposed
Changes Take Effect: At the next run of Job_TransformGIM
Dependencies: None
Introduced: 8.5.014.19
If positive, the value imposes a limit on the number of input records—such as calls, links, virtual queues, or party histories—that can be associated with a particular interaction. If the actual number of records exceeds the configured limit, error message 55-20106 is logged, and the interaction is discarded. The option currently applies only to voice interactions.
Consider setting an alarm on log message 55-20106, so that you can correct problematic scenarios that result in excessive numbers of records.
8.5.014.19
Genesys Info Mart Release Notes
| Release Date | Release Type | Restrictions | AIX | Linux | Solaris | Windows |
|---|---|---|---|---|---|---|
| 10/17/19 | Update | X | X | X | X |
Contents
Helpful Links
Releases Info
Deployment Procedure
Product Documentation
Genesys Products
What's New
This release contains the following new features and enhancements:
- Reporting on agent location — A new dimension table, AGENT_LOCATION, records locations of agents for both voice and multimedia login sessions. A new column, AGENT_LOCATION_KEY, in the SM_RES_SESSION_FACT table indicates the agent's location for the summarized resource session, by agent and media type. The AGENT_LOCATION_KEY is a surrogate key that is used to join the SM_RES_SESSION_FACT to the AGENT_LOCATION dimension, thereby identifying a specific agent location. Interaction Concentrator release 8.1.514.27 is required to provide the location data from SIP Server and Interaction Server releases that support this functionality. (GIM-12407)
- Configuration for secure connection to Kafka — In deployments that rely on obtaining reporting data from Kafka, you can set native Kafka configuration options in the kafka-<cluster-name> configuration section to enable a secure client connection from Genesys Info Mart to Kafka instance. In particular, the following security options have been verified with a Kafka cluster that uses SSL_SASL authentication:
- sasl.mechanism = SCRAM-SHA-512
- security.protocol = SASL_SSL
- sasl.jaas.config = org.apache.kafka.common.security.scram.ScramLoginModule required username="<USERNAME>" password="<PASSWORD>";
- The following security option has been verified for SSL connections with a self-signed certificate, where the value equals the path to the trust store file that contains the self-signed certificate and that is located outside of the Genesys Info Mart installation directory:
- ssl.truststore.location = string
- (GIM-12430)
- Miscellaneous schema enhancements:
- To enhance reporting on Predictive Routing, two new columns, VQ_GUID and VQ_RESOURCE_KEY, have been added to the GPM_FACT table. Use these new columns to join GPM_FACT to MEDIATION_SEGMENT_FACT, so that information about virtual queues (VQs) that participate in Predictive Routing interactions is made available in reports. (GIM-12488)
- Two new dimension tables, USER_DATA_GEN_DIM_1 and USER_DATA_GEN_DIM_2, have been added to the Info Mart schema to store out-of-box user data for internal use. Corresponding keys, USER_DATA_GEN_DIM_KEY_1 and USER_DATA_GEN_DIM_KEY_2, have been added to the IRF_USER_DATA_KEYS table, accordingly. (GIM-12482)
Resolved Issues
This release contains the following resolved issues:
On Microsoft SQL Server deployments, the maintenance job now runs successfully in scenarios where there are hypothetical indexes in the database. Previously in such scenarios, the maintenance job could fail with an error message similar to the following:
_SQLServerException: Index 'hypothetical-index-name' on table 'table-name' (specified in the FROM clause) does not exist_If you encounter such an error, contact Genesys Customer Care for assistance. (GIM-12451)
The transformation job no longer fails to produce correct call-related notifications for aggregation in scenarios where a call is processed in one extract, transform, and load (ETL) cycle, and the corresponding completed ACW state is processed in a later ETL cycle. Previously in such scenarios, starting with release 8.5.004.06, the transformation job might have sent incomplete notifications if recovering from a previous failure in the transformation job. (GIM-12489)
A new configuration option, ixn-data-limit' in the [gim-transformation] section, improves Genesys Info Mart handling of scenarios with excessive numbers of G_CALL, G_PARTY, G_PARTY_HISTORY, G_VIRTUAL_QUEUE, G_ROUTE_RESULT and G_ROUTE_RES_VQ_HIST records, by limiting the number of such records per INTERACTION_FACT record. A log message, 55-20106, is generated when there are excessive numbers of these records. Previously in such scenarios, an OutOfMemory error could occur. (GIM-12479)
In scenarios where the extraction job fails, Genesys Info Mart no longer incorrectly moves the High Water Mark. Previously, when the extraction job ran following a failed extraction, Genesys Info Mart sometimes moved the High Water Mark further than available data, causing available data to be lost. (GIM-12442)
Genesys Info Mart no longer rounds data to the nearest whole integer in the AGENT_SCORE, GLOBAL_SCORE, MEDIAN_SCORE, MAX_SCORE, MIN_SCORE, DEFAULT_SCORE, and ADJUSTED_SCORE columns of the GPM_FACT table. Previously, when calculating values for these columns, Genesys Info Mart rounded the fractional part of the values to the nearest integer. (GIM-12441)
The Genesys Info Mart Installation Package (IP) now installs correctly in deployments that use OpenJDK. Previously in some scenarios, the installation failed with an error similar to the following:
_The target computer does not meet the following mandatory requirements:_
_1. Java Development Kit (JDK), version 1.7.0_0 or higher, must be installed._(GIM-12436)
The Genesys Info Mart Installation Package (IP) now installs correctly when running on Linux in Silent mode. Previously, Silent mode installation could fail, with an error message containing a string similar to the following:
_Error=Section License was not found._(GIM-12432)
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 8.1.514.11 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.