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Genesys Customer Experience Insights (CX Insights) draws aggregated historical information from the Genesys Info Mart data warehouse, and presents the data in readable reports to enable business and contact center managers to make better business decisions for streamlining operations, reducing costs, and providing better services.

What's New

What's New in Genesys Customer Experience Insights

Important

The Genesys CX Insights Installation Package comprises several files, some of which are too large to be downloaded using Genesys Download Center. Contact Customer Care for assistance.

April 13, 2022

This release contains the following new features and enhancements: Support for MicroStrategy 2021 update 5.1, Build Number 11.3.0560.0065 and Interactive Intelligence Server 11.3.0560.01489 (GCXI-6059)

April 01, 2022

This release contains the following new features and enhancements:

• A new Transfer Dashboard is now available in the Dashboards folder. (GCXI-5662)
• A new metric, Consult Initiated Time, is added in the folder \\GCXI\\Detail\\Handling Attempt. (GCXI-5977)

January 28, 2022

This release contains the following new features and enhancements:

• Important security fixes related to the Apache Log4j 2 vulnerability (CVE-2021-45105). (CVE-2021-44832). In particular, the Log4j library included with RAA has been upgraded to 2.17.1. (GCXI-5832)
• Support for MicroStrategy 2021 Update 4.1 - 11.3.0460.00602 (GCXI-5820)

December 20, 2021

This release contains the following new features and enhancements:

• A new report, ANI Details Report, enables you to explore outcomes of customer interactions based on Automatic Number Identification (ANI), including organization by Hour of Day. (GCXI-5550)

November 18, 2021

This release contains the following new features and enhancements:

• Support for MicroStrategy 11.3.0300.11047 (MicroStrategy 2021, Update 3). (GCXI-5483)

October 04, 2021

This release contains the following new features and enhancements:

• Billing Data Reports — New reports in the GCXI > Billing Data folder provide detailed information about your usage, as follows:
  • GVP minutes and ports usage: IVR Usage Report
  • Named and Concurrent Users Count usage: Inbound Voice User report

    To support this change, several new objects are added to the GCXI Project; for more information, see the Genesys CX Insights 9.0 Projects Reference Guide.

  For more information about Billing Data Server, see the BDS documentation.

  (GCXI-4847)

• Callback customization enhancements — New attributes, Dial Result and Desired Time, in the GCXI > Callback > Detail folder enable you to customize the Callback Details report to organize report data based on the final result of the callback and the customer's desired callback time.

  For information about applying these customizations, see Customize the report to filter by Desired Time and Dial Result in the Genesys Customer Experience Insights User's Guide.

  (GCXI-5343)

August 06, 2021

This release contains the following new features and enhancements:

• SFTP export support — Genesys CX Insights now enables you to securely transmit reports (and dashboards) to an SFTP destination that you configure. (GCXI-3449)
• Report performance enhancements — The Interaction Handling Attempt Report is enhanced through the addition of the addition of a new prompt, Interaction Windows Size. Reducing the value at this prompt can improve report speed. (GCXI-5260)
• Miscellaneous updates:
  • Support for MicroStrategy 2021 Update 2 (11.3.0200.19374) (GCXI-5228)
  • Updates are provided for all included CentOS packages.

June 30, 2021

This release of Genesys CX Insights uses new release numbering: 100.0.020.0000. This is the same software that may be sometimes referred to as release 9.0.020.00. The last 9.0 release is 9.0.019.01; subsequent releases have the prefix 100.0
This release contains the following new features and enhancements:

• Changes to default user — The default user in all images is now genesys (id = 500). In previous releases, the default user was root. As a result, when you upgrade an existing deployment from release 9.0.019.01 or earlier, you must either change the ownership of relevant folders, or instruct Docker/Kubernetes to run under root, otherwise you will encounter errors due to volume mount permission settings. For more information, see About the default user. (GCXI-5068)
• IP Updates — The following components are no longer included in the Installation Package:
  • Genesys Customer Experience Insights DB — This container was used in demo / docker-compose scenarios. The functionality is now found in the main GCXI container (see comments in the docker-compose.yaml file from the IP).
  • Genesys Customer Experience Insights Authentication — This component was used for Genesys Auth support and never used in on-premise deployments.
  • Genesys Customer Experience Insights Internal API — All functions of this seldom-used component are moved to the main GCXI container.

    (GCXI-5065)

• Base Image Upgrade — Genesys CX Insights containers are now UBI8. (GCXI-4947)
• Miscellaneous updates:
  • Support for Elastic Search 7.6 (GCXI-4886)
  • Support for PostgreSQL 12 — Note that, for new installations of release 100.0.020 and later, PostgreSQL 12 is required for the meta database. If you upgrade an existing deployment to release 100.0.020 or later, it will continue to work with existing PostreSQL releases. (GCXI-4886)

April 30, 2021

This release contains the following new features and enhancements:

• Support for MicroStrategy 2021 Update 1 (11.3.0100.18093) (GCXI-4874)
• Support for Vitara Charts 4.7.0.818 (GCXI-4876)
• Updates are provided for all included CentOS packages.

April 01, 2021

This release contains the following new features and enhancements:

• Designer Application Reporting Enhancements — New dashboards provide enhanced analysis of Designer-application usage:
  • Milestone Path Analysis Dashboard — Explore the first and last milestones customers traversed, and the number of sessions that ended in each final disposition. (GCXI-4285)
  • ANI Details Dashboard — Explore outcomes of customer interactions based on Automatic Number Identification (ANI). (GCXI-4624)
• Weekly Dashboards — New dashboards provide weekly views of contact center activity:
  • Weekly Agent Group Performance Dashboard — Explore weekly interaction handling at the group level on a weekly basis.
  • Weekly Agent Group Utilization Dashboard — Understand how agents used their time over the course of a week.
  • Weekly Business Attribute Dashboard — Explore interaction business-result categorization on a weekly basis.
  • Weekly Queue Summary Dashboard — Assess the weekly performance of configured queues.
  • Weekly Self Service Containment Dashboard — Explore the volume of interactions that are (or are not) contained in Self-Service.

    (GCXI-4742)

• SAML support — Genesys CX Insights now supports SAML. When configured, this feature allows you to use SAML server to provide authentication to Genesys CX Insights. This functionality is provided as a preview feature. For more information, see the Genesys CX Insights User's Guide. (GCXI-4081)
• Changes to object names in the iWD project — Several attributes and prompts are renamed for greater clarity. Attributes and prompts that were previously referred to as Resource ID and Last Resource ID are now referred to as Employee ID and Last Employee ID, respectively, in the following reports:
  • Resource Performance Report
  • Resource Performance Dashboard
  • Task Detail Report
  • Task Work Detail Report

  For more information, see the Genesys CX Insights 9.0 Projects Reference Guide.

  (GCXI-4757)

• Updates are provided for all included CentOS packages.

March 05, 2021

This release contains the following new features and enhancements:

• Bot reporting enhancements — The value of the Sessions Interrupted metric on the Bot Dashboard is updated, now reflects actual BGS behavior in ALL_CLIENT_LEFT scenarios. (GCXI-4526)
• Error message enhancement — When a user attempts to log in with an invalid user name, Genesys CX Insights now displays a detailed error message. (GCXI-2567)
• TLS enhancements:
  • Support for TLS 1.2 for ODBC drivers, including PostgreSQL.
  • Improved DSNDEF processing for TLS connections setup. (GCXI-4218)
• Operating environment updates:
  • Support for MicroStrategy 2021 (Intelligence Server version 11.3.0000.16816). (GCXI-4335)
  • Updates to all included CentOS packages.

December 23, 2020

This release contains the following new features and enhancements:

• Operating environment updates—This release includes updates to all included CentOS packages.
• iWD Reporting enhancements
  • The Media Type attribute is used to distinguish different media types (such as workitem or email). It is added to the following reports: Capture Point Business Value, Capture Point Task Duration, Customer Segment Service Level, Intraday Process, Resource Performance, Task Age, Task Detail, Task Work Detail Report.
  • The Media Type prompt enables users to filter by different media types. It is added to reports containing the Media Type attribute and to the following dashboards: Capture Point, Customer Segment Service Level, Intraday Process, Resource Performance, Task Age Dashboard.
  • The Interaction Type and Interaction Subtype attributes enable data to be organized by interaction type and interaction subtype. It is added to Task Detail, Task Work Detail Resource Performance Report.
  • The Interaction Type prompt allows Task Detail, Task Work Detail and Resource Performance Report to be filtered by Interaction Type.

November 13, 2020

This release contains the following new features and enhancements:

• Designer reporting enhancements:
  • Bot Analytical Dashboard — This new dashboard appears in the Dashboards and Designer folders. It provides detailed reporting on bot activity during interaction flows that involve Genesys Designer applications, and contrasts self service sessions with and without bot participation, which can help you understand how bots impact the customer experience. (GCXI-3669)
  • Final Disposition Dashboard — This new dashboard appears in the Dashboards and Designer folders. It provides detailed information that you can use to understand trends in interaction outcomes by exploring how key KPIs change over time. (GCXI-3447)
  • New metrics and attributes in the Designer folder support these reports.

  For more information, see the Genesys CX Insights User's Guide.

• Helm Deployment — Genesys CX Insights now supports deployment using Helm. For more information, see the Genesys CX Insights 9.x Deployment Guide. (GCXI-2588)
• OpenShift deployment — Genesys CX Insights now supports deployment using Red Hat OpenShift. This deployment option is available as part of Genesys Engage cloud private edition Early Adopter Program.

  Please note: Until Genesys further extends our support of OpenShift on the Genesys Engage cloud private edition platform, Genesys CX Insights supports the basic installation of containers on customer-operated OpenShift clusters. Customers own the responsibility of deploying and maintaining OpenShift clusters, and Genesys provides support only for issues related to GCXI containers.

  For more information about deploying GCXI on OpenShift, see the Genesys CX Insights Deployment Guide. (GCXI-2848)

• LDAP support — Genesys CX Insights now supports LDAP. This functionality is provided as a preview feature. For more information, see the Genesys CX Insights 9.x User's Guide. (GCXI-4080)
• Miscellaneous enhancements:
  • Support for MicroStrategy 2020 Update 3 (11.2.0300.40207) (GCXI-3981)
  • Support for PostgreSQL 12 (meta and history db only) (GCXI-3979)
  • Support for RedHat Enterprise Linux 7.9 (GCXI-3983)
  • Support for Java 11.0.8. (GCXI-3724)

September 29, 2020

This release contains the following new features and enhancements:

• Deployment scheme improvement — Genesys now recommends running the PostgreSQL container on a worker node using nodeSelectors, which is the default configuration. Earlier releases of Genesys CX Insights recommended running the PostgreSQL container on the control plane node. For more information, see the Genesys Customer Experience Insights Deployment Guide. (GCXI-3141)
• Operating environment updates — This release includes updates to all included CentOS packages.
• Support for Java 11.0.8 — See the Prerequisites section on the Genesys Customer Experience Insights page in the Genesys Supported Operating Environment Reference Guide for more detailed information and a list of all prerequisites. (GCXI-3724)

July 31, 2020

This release contains the following new features:

• Miscellaneous enhancements:
  • Support for MicroStrategy 2020 Update 2 (11.2.0.0200.39920) (GCXI-3466)
  • Support for VitaraСharts 4.5.1.696 (GCXI-3466)
  • Support for Apache Tomcat 9.0.36 (GCXI-3451)
  • Support for Microsoft Edge Chromium 2020 (GCXI-3452)

June 29, 2020

This release contains the following new features:

• Transfer reporting enhancement — A new attribute, Source Last VQueue in the CX Insights > Detail > Transfer folder, enables data to be organized by the name of the last virtual queue in which the interaction traveled before it was handled.
• Miscellaneous enhancements:
  • Support for MicroStrategy 2020 Update 1 (11.2.0100.38862)
  • Support for VitaraСharts 4.4.5.627
  • Support for nginx 0.30.0

March 25, 2020

This release contains the following new features:

• Genesys CX Insights for iWD reporting enhancements — A new report and dashboard provide enhanced iWD reporting:
  • Queue Throughput Report — provides a holistic view of tasks in queues (such as New, Cancel, Rejected, Completed), which you can view by processes within departments. Use this report to analyze how tasks pass through business process steps associated with queues, during a given time interval.
  • ETL Audit Dashboard — provides a historical overview of iWD Datamart job execution statistics, including duration, status and other more detailed information stored in the ETL_AUDIT table.
• Expanded Localization Support
  • GCXI now supports displaying the reports and user interface in two additional languages: Dutch and Polish.
  • GCXI now supports displaying the Genesys CX Insights for iWD reports in several languages in addition to US English.
• Miscellaneous enhancements
  • Support for the Microstrategy 2020 (version 11.02.0000.38225) platform.
  • Support for Vitara charts version 4.3.4.583.

December 18, 2019

This release contains the following new features:

• iWD reporting enhancements — the following new iWD reports and dashboards are added:
  • Customer Segment Service Level Dashboard
  • Queue Duration and Priority Dashboard
  • Task Age Dashboard
  • Task Age Report
• Chat reporting enhancements — A new report and dashboard in the Chat folder provide detailed reporting about Interaction acceptance rates and percentages:
  • Interactions Acceptance Report
  • Interactions Acceptance Dashboard
• Designer reporting enhancements — Three new reports are added to provide detailed reporting about Activities, Assisted-service interactions, and Self-service interactions:
  • Activity Summary Report
  • Assisted Service Interactions by Last Milestone Report
  • Self Service Statistics Report
• Genesys Predictive Routing enhancements — The following enhancements and corrections are introduced in the Predictive Routing reports:
  • A new metric, Result, is added to the the Predictive Routing Operational Report.
  • In the Predictive Routing Operational Report, the metric "Turnaround Time" is renamed as "Avg Turnaround Time (Fmt)".
• Miscellaneous enhancements —
  • Default user accounts (Developer, Editor, Viewer), which were enabled in previous releases, are now disabled by default. A new container management variable, GCXI_USERS_ENABLED=false|true, allows you to reenable the default accounts.
  • New columns are added to the AG2_AGENT, AG2_AGENT_GRP, AG2_AGENT_QUEUE, and AG2_ID tables to capture post-call survey data, including survey details, in addition to call, agent, company, and product scoring data. (GCXI-2105)
  • Ten new attributes, GWS Call Type and Dimension 2 Gen - Dimension 10 Gen, in the "User Data Example" folder in the CX Insights project, are mapped to two new custom attached data tables (USER_DATA_GEN_DIM_1, USER_DATA_GEN_DIM_2) in the Info Mart database.
  • The folder My Reports is now visible only for users who have sufficient privileges to write files into the folder.
  • Genesys CX Insights logs are reformatted for greater consistency.

October 30, 2019

• Agent Details Report Performance Enhancements — The definition of Free Form SQL in the Agent Details Report is enhanced to provide better database query performance. This leads to improved performance of the report in many scenarios.
• Interaction Flow Report enhancements — The definition of the report query is enhanced to improve performance for partitioned PostgreSQL RDBMS, including in scenarios where explicit Start Time and End Time values are specified.
• Predictive Routing Operational Report enhancements — Genesys CX Insights now provides more detailed reporting about the time that interactions waited for predictive routing scoring to be completed, including a new metric (Avg Turnaround Time) in the Predictive Routing Operational Report.

June 26, 2019

This release adds the following new features:

• Enhancement to Genesys intelligent Workload Distribution (iWD) reporting — including:
  • A new Intraday Process Dashboard, which comprises four intraday overviews that provide view detailed information about iWD tasks.
  • Enhancements to the Task Detail Report, including new attributes and metrics.
• Chat reporting enhancements — Two new reports, Chat Session Report and Chat Engagement Report, are available in the Chat folder:
• Co-browse reporting support — Support is added for reporting on Co-browse sessions, including more than twenty new metrics, and two new reports, Co-browse Detail Report, Co-browse Summary Report, in the Co-browse folder.
• Enhancements to user groups and permissions — The hierarchy of folders, user names, groups, and management roles are expanded and improved.
• Enhanced Reporting Performance — Changes to report queries and a new JDBC wrapper provide improved reporting performance.
• User Data Examples — Several enhancements to the Genesys CX Insights project support user attached data (in the Handling User Data Example, Target User Data Examples, and Source User Data Examples folders).

April 15, 2019

This release adds the following new features:

• Support for Genesys intelligent Workload Distribution (iWD) reporting — including a new project containing eight reports, along with associated metrics and other objects. This feature also includes enhancements to user and group features.
• Omnichannel reporting — A new report provides detailed agent activity reporting across all media channels.
• Enhanced agent group reporting — A new report provides information about how agents are distributed among agent groups.
• Expanded Localization Support — GCXI now supports displaying the reports and user interface in two additional languages: Arabic and Korean.
• Miscellaneous enhancements:
  • New logging capabilities — Genesys CX Insights now provides detailed logging information for selected components.
  • Focus Time reporting — New metrics are added to enable reporting on Focus and Focus Time.
  • Support is added for OpenJDK 11.
  • Support is added for MicroStrategy 2019.

December 21, 2018

This release adds the following new features:

• Genesys Task Routing reporting — This release adds support for reporting on Genesys Task Routing (GTR),including two new dashboards:
  • Task Volume Dashboard
  • Agent Task Dashboard
• Co-browse reporting — This release adds support for reporting on Co-browse sessions, including more than twenty new metrics, and two new reports:
  • Co-browse Detail Report
  • Co-browse Summary Report

  Reports in the Co-browse folder are on supported for Genesys Engage cloud deployments only.

• Localization Support — GCXI now supports displaying the reports and user interface in several languages in addition to US English.
• New Speed of Accept report — A new report, Speed of Accept (Seconds), is added, which is similar to the existing Speed of Accept (Hours) report, but is more appropriate for media types for which contact center responses are expected to be fast, such as voice and chat.

September 21, 2018

This release adds the following new features:

• This is the initial release of Genesys Customer Experience Insights (CX Insights), a new Historical Reporting component, which replaces Genesys Interactive Insights (GI2).
  • Genesys CX Insights is built on a Microstrategy 10.x platform, and draws aggregated historical information from the Genesys Info Mart data warehouse. It presents the data in readable 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 supports the following RDBMS: Microsoft SQL Server Database, PostgreSQL Server Database, and Oracle SQL Server Database.
• Gensys CX Insights includes more than 50 reports, a dashboard, and a versatile array of metrics, attributes, and other objects that can be used to construct reports and dashboards. Genesys CX Insights provides a web interface that enables users to easily customize or create additional reports and dashboards, and supports mobile access as well.
• Genesys CX Insights empowers individuals through self-service analytics, and supports the following enhanced features:
  • Data Discovery and Dashboards
  • Data Preparation and Blending with additional data sources
  • Custom HTML 5 Visualizations
  • Personalized Alerts on Metrics

Release Notes

8.5 Product Alerts

Related Reporting Products

Interaction Concentrator

Genesys Info Mart

Reporting and Analytics Aggregates

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