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Known Issues and Recommendations

Reporting and Analytics Aggregates

The Known Issues and Recommendations section is a cumulative list for all 9.0.x releases of Reporting and Analytics Aggregates. This section provides the latest information on known issues and recommendations associated with this product. It includes information on when individual items were found and, if applicable, corrected. The Resolved Issues section for each release describes the corrections and may list additional issues that were corrected without first being documented as Known Issues.


See also Internationalization Issues.


Hierarchies are not populated with data at the HOUR level or higher in scenarios where:

  1. Hierarchies are disabled in the [agg-populate-disable] section.
  2. The materialize-subhour-in-db option is activated.
  3. The hierarchies are re-enabled in the [agg-populate-disable] section.

To work around this issue, complete the following steps:

  1. Back up the Info Mart database.
  2. Disable the affected hierarchies by adding them back to the [agg-populate-disable] section. (Wait a few minutes for the update to be processed.)
  3. Remove [materialize-subhour-in-db].
  4. Restart Genesys Info Mart / RAA and wait until an aggregation cycle completed (typically 15-30 min).
  5. Enable the affected hierarchies by clearing the [agg-populate-disable] section. (Wait a few minutes for the update to be processed.)
  6. Add the materialize-subhour-in-db option.
  7. Restart Genesys Info Mart / RAA and wait until an aggregation cycle completed (typically 15-30 min).
    The hierarchies are now enabled, and will be populated with new data in HOUR+ levels.
ID: GII-6349 Found In: 8.1.405.09 Fixed In: 

If you are deploying RAA with MS SQL Server Standard Edition, in certain scenarios you may encounter an error such as the following: 

Agg Error - Cannot enable compression for object 'AG2_CALLBACK_HOUR'. 
Only SQL Server Enterprise Edition supports compression

To work around this issue, set the option ms-sql-std-edition in the [agg-feature] section of the Genesys Info Mart application.

ID: GII-6152 Found In: 8.1.405.07 Fixed In: 

On deployments with PostgreSQL or Oracle databases where multiple time zones are configured in Genesys Info Mart / RAA (causing HOUR and SUBHOUR levels in AGT_* tables to sometimes share data between time zones), a purge using the QUERY syntax may fail to purge some data from shared levels HOUR and SUBHOUR).

ID: GII-5234 Found In: 8.1.405.09 Fixed In: 

During aggregation, RAA can generate an error similar to the following:
Zone delimiting time key NNN is absent in at least some date-time dimensions.

To work around this problem, avoid using zoneOffset Aggregation parameters with values greater than the range of keys populated in the DATE_TIME dimension. Typically, the zoneOffset value should be less than a week (that is, less than 604800).

ID: GIM-4538 Found In: 8.1.102.02 Fixed In: 

In some callflow scenarios involving the customer leaving the call during a transfer or conference initiation, due to a Genesys Info Mart limitation (noted in ER#s 287617711, 286023177, and 286022901), the following measures might not reflect the full duration of the consultations:

  • All consult measures (CONSULT_* columns in the aggregates)
  • All warm consult measures (*_WARM_* columns)
  • All conference-initiated measures (CONFERENCE_INITIATED_* columns).
ID: ER# 299444482 Found In: 8.1.001.04 Fixed In: 

By design, RAA uses the INTEGER data type on SQL Server platforms to store values for measures at the lower aggregation levels. This data type has a narrower range of values that can be written to INTEGER fields than other numeric data types. If, during the aggregation of data, values exceed this data type's capacity (as might be the case for lengthy agent-state durations or long-running interactions both of which are stored in seconds), then RAA will log the following:

Arithmetic overflow error converting expression to data type int.

If these long-running interactions or agent states are legitimate—and not due to Genesys Info Mart error—and you choose not to set the days-to-keep-active-facts Genesys Info Mart option (in order to reduce the duration of active interaction or state), then to avoid this error, consider disabling the problematic aggregates following the instructions provided in the Reporting and Analytics Aggregates Deployment Guide.

ID: ER# 295306930 Found In: 8.0.100.05 Fixed In: 


Internationalization Issues

Information in this section is included for international customers. Release numbers in the Found In and Fixed In fields refer to the English (US) release of Reporting and Analytics Aggregates unless otherwise noted in the issue description.

There are no internationalization issues for this product.

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