Section: agg-feature Default Value: No default value Valid Values: none. This option takes no values—its presence alone within the [agg-feature] section issues the described instructions to RAA. Changes Take Effect: After restart of the aggregation process Introduced: 8.5.000.02
Section: agg-feature Default Value: No default value Valid Values: None. This option takes no values—its presence alone within the [agg-feature] section issues the described instructions to RAA. Changes Take Effect: After restart of the aggregation process Introduced: 8.5.009
Instructs RAA to enable the AGT_CHAT_THREAD table (AGT_CHAT_THREAD_STATS in release 9.0.011 and earlier). To have RAA exclude chat thread data, remove this option from this section.
Section: agg-feature Default Value: No default value Valid Values: none. This option takes no values—its presence alone within the [agg-feature] section issues the described instructions to RAA Changes Take Effect: After restart
Instructs RAA to enable the post-call-survey columns in the AGENT, AGENT_GRP, AGENT_QUEUE, and ID tables. To disable these columns, remove this option from the section.
RAA can populate these columns only after you run the optional Genesys Info Mart script make_gim_post_call_survey.sql.
Section: agg-gim-thld-CHAT-PARKING Default Value: 28800 Valid Values: Valid values range from 1 to 2147483647 Changes Take Effect: After restart of the aggregation process
The threshold values that you configure in this section are used to count interactions based on whether they were in the parking queue for longer than the threshold value:
If the amount of time that the interaction spent in the queue is equal to or less than the threshold value, it is counted in the metric SESSIONS_PARKED_SHORT
If the amount of time that the interaction spent in the queue is greater than than the threshold value, it is counted in the metric SESSIONS_PARKED_LONG
Section: agg-gim-thld-CHAT-PARKING Default Value: Value Specified by the default option Valid Values: A value that exists in the Genesys Info Mart MEDIA_TYPE.MEDIA_NAME_CODE field. Changes Take Effect: After the next run of aggregation.
An option name that corresponds to a value that exists in the Genesys Info Mart MEDIA_TYPE.MEDIA_NAME_CODE field.
Section: agg-feature Default Value: No default value Valid Values: None. This option takes no values—its presence alone within the [agg-feature] section issues the described instructions to RAA. Changes Take Effect: After restart Introduced: 8.5.011
Enables all available features in the [agg-feature] section, with the exception of enable-gpr-fcr, which is enabled by this option only in release 8.5.011.02.
Section: agg-feature Default Value: No default value Valid Values: None. This option takes no values—its presence alone within the [agg-feature] section issues the described instructions to RAA. Changes Take Effect: After restart of the aggregation process Introduced: 8.5.001.30
Instructs RAA to enable SDR aggregate tables: SDR_ACTIVITY, SDR_SESS_MILESTONE, SDR_SESSION and SDR_SESS_BLOCK . To have RAA exclude SDR aggregate data, remove this option from this section.
Section: agg-feature Default Value: No default value Valid Values: none. This option takes no values—its presence alone within the [agg-feature] section issues the described instructions to RAA. Changes Take Effect: After restart Introduced: 8.5.011
When enabled, this feature adds the USER_DATA_GEN_KEY1 and USER_DATA_GEN_KEY2 dimensions to the following aggregate tables: ID, AGENT, AGENT-CAMPAIGN, AGENT_GRP, QUEUE, QUEUE_GRP, AGENT_QUEUE, QUEUE_ABN, QUEUE_ACC, and CAMPAIGN. The aggregate tables take values from USER_DATA_GEN_DIM_KEY_1 and USER_DATA_GEN_DIM_KEY_2 of the IRF_USER_DATA_KEYS table.
Reporting and Analytics Aggregates (RAA) is an optional Genesys Info Mart process that users can add to an existing Info Mart environment to create and populate predefined aggregate tables and views within Genesys Info Mart. This aggregation process is essential for Genesys Interactive Insights (GI2) environments.
The following new features were added in the 8.5.0 release:
Introduced in 8.5.011
Version checking enhancements — The -version tool now accepts an argument that specifies a file path. This optional argument allows you to check the release number of an RAA instance launched in the specified folder. (GCXI-3483)
Logging enhancements — Log messages now more clearly describe errors that arise when aggregate names exceed Oracle 12.1 object name restrictions. (GCXI-3558)
Enhanced SUBHOUR aggregation — The performance of the lD_FCR, CAMPAIGN, and AGENT_CAMPAIGN aggregates for the first level (subhour) is enhanced in scenarios where when SUBHOUR is not materialized. This results in improved performance of AG2_* _SUBHR views. (GCXI-2715)
User Data enhancements — New dimensions are added to provide enhanced user-data reporting:
New dimensions, USER_DATA_GEN_KEY1 and USER_DATA_GEN_KEY2, are added in the following aggregate tables: ID, AGENT, AGENT_GRP, QUEUE, QUEUE_GRP, AGENT_QUEUE, QUEUE_ABN, QUEUE_ACC_AGENT, AGENT_CAMPAIGN, and CAMPAIGN. The aggregates take values from USER_DATA_GEN_DIM_KEY_1 and USER_DATA_GEN_DIM_KEY_2 of the IRF_USER_DATA_KEYS table.
A new configuration option, user-data-gen-dim, in the [agg-feature] section, enables the new dimensions.
(GCXI-2267)
SDR aggregate enhancements —
The following new columns are added to the SDR_SESSION aggregate table: CALLS, DURATION, AS_DURATION, SS_DURATION, AS_ TRANSFERRED, AS_ENTERED, SS_ENTERED, SS_CONTAINED , QUEUE_ABANDONED, AGENT_ROUTED, and DN_ROUTED. (GCXI-2203)
A new aggregate table, SDR_ACTIVITY, provides summarized metrics to support reporting on agent activity. This aggregate is enabled by the enable-sdr option. (GCXI-2184)
Miscellaneous enhancements —
During startup, RAA now verifies that the installed release of Genesys Info Mart supports the RAA active release and all activated RAA features. (GCXI-2237)
A new command, java -jar GIMAgg.jar -version, is added. Enter this command at the command-line prompt to view information about the RAA release, and compatible Genesys Info Mart releases. (GCXI-2236)
A new configuration option, enable-available-features, in the [agg-feature] section, enables all features that are supported in the current RAA release. (GCXI-2180)
A new configuration section, [agg-gim-thld-CHAT-PARKING], allows you to configure a duration threshold value that defines the amount of time interactions are expected to remain parked in a queue. The section supports two options: <media> and default. (GCXI-2114)
A new option, post-call-survey, in the [agg-feature] section, enables reporting on post-call-survey aggregate data. (GCXI-2325)
Introduced in 8.5.010
This release adds the following new features:
Support for Interactions Acceptance Report — Support is added to track agent accept time, and to track whether the accept time exceeds a configured duration threshold value, including new metrics in the CHAT_AGENT and CHAT_AGENT_GRP aggregate tables, and a new configuration option in the agg-gim-thld-CHAT-ACC section.
Enhanced compatability checks — When starting, RAA now checks the names of new aggregates, metrics, and attributes to ensure they are compatible with restrictions on object name length in Oracle 12.1. This feature is enabled by default.
Enhanced aggregation monitoring and diagnosis — RAA now provides a healthCheck utility, which you can use to check the state of aggregation. See the Reporting and Analytics Aggregates User's Guide for more information.
Support is added for Windows 2016.
Introduced in 8.5.009
This release adds the following new features:
New aggregate table — CHAT_THREAD_STATS is added to support reporting on thread-specific data, and a new option, enable-chat-thread is added to control the population of the aggregate table.
Enhanced logging — RAA now logs detailed information about Established connections, Closed connections, Failed connection attempts, and Problems when closing a connection.
Support is added for Turkish and Azeri collations on Microsoft SQL deployments.
Support is added for Java release 11.
Introduced in 8.5.008
This release adds the following new features:
Media-neutral Reporting — Support is added for reporting on agent states without regard to media channel.
Focus time support — Reporting is enhanced in scenarios where multiple interactions can be active on an agent desktop, but only one interaction has the agent's focus at any moment.
Chat reporting enhancements — New metrics are added to support enhancements to Chat reporting.
Introduced in 8.5.007
This release adds the following new features:
Co-browse support — A new aggregate table, AGT_COBROWSE_AGENT, provides a rollup of interactions associated with agent participation in Co-browse Server sessions, and supports Genesys Co-browse reports in Genesys CX Insights.
SDR_SURVEY enhancements — The AGT_SDR_SURVEY_* and AGT_SDR_SURVEY_ANS_* aggregates are enhanced as follows;
The agent resource now appears as RESOURCE_KEY dimension. This enables drilling to the agent level in the Survey Answer Report.
Partition elimination is improved in partitioned databases, improving performance in Microsoft SQL Server and Oracle deployments.
Miscellaneous Enhancements — The AGT_Callback_* aggregates now count callbacks that were canceled in GMS Management UI. This enables the Callback Summary Report to display correct values for the % Canceled metric.
Introduced in 8.5.006
This release adds the following new features:
A new aggregate table, AGT_COBROWSE_AGENT, provides a rollup of interactions associated with agent participation in Co-browse Server sessions, and supports Genesys Co-browse reports in Genesys CX Insights.
Introduced in 8.5.005
This release adds the following new features:
RAA now supports reporting on asynchronous chat (Async chat) sessions. Async chat sessions are sessions that last for a long period of time (potentially several days).
Numerous logging enhancements are added, including enhanced logging of database interaction errors, aggregation delays and errors, configurable warning thresholds, and enhancements to standalone-mode logging.
The Callback aggregate table is enhanced through the addition of a new metric, FORCE_DIALED, which tracks calls that were force-dialed (or pushed) regardless of agent availability.
Introduced in 8.5.004
The following new features were added in the 8.5.004 release:
The Pre-set Date Filter prompt now includes a new option, Week to Date.
Introduced in 8.5.003
The following new features were added in the 8.5.003 release:
Support for reporting on chat interactions is enhanced, and reporting on chat bot is added. This includes two new aggregate tables, AGT_CHAT_STATS and AGT_BGS_SESSION, and two new configuration options in the [agg-feature] section to enable them.
Introduced in 8.5.002
The following new features were added in the 8.5.002 release:
Beginning with this release, RAA 8.5 supports reporting on Genesys Predictive Routing (GPR).
The procedure to apply the partition kit has been simplified. Beginning with this release, automatically apply the partition kit by enabling partitioned-gim in the database.
Complete information about Genesys proprietary intellectual property, including copyrights, can be found here.
Trademarks
Genesys and the Genesys logo are registered trademarks of Genesys Cloud Services, Inc. in the U.S.A. and other countries. Complete information about Genesys proprietary intellectual property, including all trademarks, can be found here.
All other trademarks are the property of their respective owners.
Third Party Software
Genesys follows applicable third-party redistribution policies to the extent that Genesys solutions utilize third-party functionality. Please contact your customer care representative if you have any questions.
NOTICE OF RESTRICTED RIGHTS FOR ORACLE PRODUCTS LICENSED TO THE US GOVERNMENT Product contains Oracle JDBC Driver: Programs delivered subject to the DOD FAR Supplement are 'commercial computer software' and use, duplication, and disclosure of the programs, including documentation, shall be subject to the licensing restrictions set forth in the applicable Oracle license agreement. Otherwise, programs delivered subject to the Federal Acquisition Regulations are 'restricted computer software' and use, duplication, and disclosure of the programs, including documentation, shall be subject to the restrictions in FAR 52.227-19, Commercial Computer Software-Restricted Rights (June 1987). Oracle America, Inc., 500 Oracle Parkway, Redwood City, CA 94065.
This product includes software developed by the Apache Software Foundation (http://www.apache.org/).
This product includes JTDS MS-SQL Server JDBC driver distributed under terms of the Lesser GNU Public License 2.1.
This product includes JSAP Simple library distributed under terms of the Lesser GNU Public License 2.1
Reporting and Analytics Aggregates 8.5.x Product Alerts
The following information applies to Genesys 8.5.x software and is important for you to note.
Reporting and Analytics Aggregates (RAA) 8.5 is an optional add-on to Genesys Info Mart 8.5 and a mandatory component of Genesys CX Insights (GCXI) and the now-deprecated Genesys Interactive Insights (GI2). A compatible release of Genesys Info Mart must be installed and operational prior to RAA installation. The following software releases interoperate correctly:
RAA Release
Genesys Info Mart Release
Java
GI2 Release
GCXI Release
8.5.011.05
8.5.014.34 (recommended)
8.5.011.18 (minimum)
8.5.014.19+ enable-gpr/user-data-gen-dim
8.5.014.04+ enable-chat-thread
8.5.013.05+ enable-media-neutral
1.7
Not supported
9.0.015.01
8.5.011.04
8.5.014.34 (recommended)
8.5.011.18 (minimum)
8.5.014.19+ enable-gpr/user-data-gen-dim
8.5.014.04+ enable-chat-thread
8.5.013.05+ enable-media-neutral
1.7
Not supported
9.0.015.01
8.5.011.03
8.5.011.18 (minimum), 8.5.014.34 (recommended)
8.5.014.24+ enable-chat
8.5.014.19+ enable-gpr/user-data-gen-dim
8.5.014.04+ enable-chat-thread
8.5.013.05+ enable-media-neutral
1.7
Not supported
9.0.014.02
8.5.011.02
8.5.011.18 (minimum), 8.5.014.26* (recommended)
8.5.013.06 for enable-media-neutral
8.5.014.04 for enable-chat-thread
8.5.014.19 for enable-gpr feature
8.5.014.19 user-data-gen-dim
1.7
Not supported
9.0.013.01
*Beginning with release 8.5.011.02, you can view information about the RAA release, and compatible Genesys Info Mart releases, by entering the following command at the command console: java -jar GIMAgg.jar -version
8.5.010.16 (for information about asynchronous chat support,
talk to your Genesys representative)
1.7
Not supported
9.0.007.03
8.5.003.00
8.5.011.04
1.7
8.5.001.02 (BI 4.2)
8.5.002.00
8.5.009.14
1.7
8.5.001.02 (BI 4.2)
8.5.001.48
8.5.008.29
1.7
8.5.000.05
8.5.001.45
8.5.007.14
1.7
8.5.000.05
8.5.001.45
8.5.007.14
1.7
8.1.106.18
8.5.001.30
8.5.005.18
1.7
8.5.000.03
8.5.001.30
8.5.005.18
1.7
8.1.106.15
8.5.001.25
8.5.005.18
1.7
8.5.000.03
8.5.001.25
8.5.005.18
1.7
8.1.106.15
8.5.001.23
8.5.005.18
1.7
8.5.000.02
8.5.001.23
8.5.005.18
1.7
8.1.106.12
8.5.000.03
8.5.003.12
1.7
8.5.000.02
8.5.000.03
8.5.003.12
1.7
8.1.106.12
8.5.000.02
8.5.003.12
1.7
8.5.000.02
8.5.000.02
8.5.003.12
1.7
8.1.106.10
RAA 8.5 supports GI2 8.5 releases, as well as specific releases of GI2 8.1.1, but does not support intervening GI2 releases, such as 8.1.4. (For information about RAA support for GI2 8.1.4, see the RAA 8.1 Product Release Advisory).
In PostgreSQL deployments, Reporting and Analytics Aggregates (RAA) requires that the Info Mart schema name must either be public or be the same as the User ID.
Beginning with RAA release 8.5.001.48, RAA adds support for the following environment:
PostgreSQL v9.6 database
Beginning with RAA release 8.5.001.45, the RAA installation package now includes the following driver versions:
Microsoft SQL Server 6.0.8112.100 JDBC driver
Oracle 12.1.0.1 JDBC driver
PostgreSQL 9.4.1212 JDBC driver
Beginning with RAA release 8.5.001.23, Microsoft SQL deployments of RAA require Microsoft SQL Server 2008 R2 or later.
If—at the recommendation of Genesys personnel—you upgrade your JDBC driver to a version other than that which is deployed by RAA 8.5, then in addition to copying this driver to the location specified by Genesys Info Mart 8.5 and/or updating any environment variables that point to it, you must also place it in the \agg\lib subdirectory for RAA's use and overwrite the existing driver that is in this location. The file name of the JDBC driver must be as follows:
ojdbc6-11.2.0.3.jar, for Oracle
sqljdbc4-3.0.jar, for Microsoft SQL Server
postgresql-9.3-1101.jdbc41.jar, for PostgreSQL
The following RAA metrics are no longer populated by default:
AG2_ID_*.ACCEPTED_THREAD
AG2_AGENT_*.ACCEPTED_THREAD
AG2_AGENT_GRP_*.ACCEPTED_THREAD
To populate these metrics, you must enable the Genesys Info Mart config option, gim-etl-populate\populate-thread-facts, which is disabled be default. In some earlier Genesys Info Mart releases, these metrics were automatically populated.
