GenesysInfoMart 8.5.0部署指南：优化呼叫中心工作效率

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GenesysInfoMart 8.5.0部署指南提供了对呼叫中心报表数据管理和展示的深入理解，该指南适用于Genesys平台的企业，旨在提升坐席工作效率并支持未来的业务优化。本资源主要包含以下关键知识点： 1. **部署手册**：文档首先介绍了GenesysInfoMart 8.5.0的部署步骤，确保用户能够顺利安装并配置这一工具。 2. **导出数据功能**：从第7章开始，重点讲解如何从GenesysInfoMart中导出数据，这对于分析坐席表现、客户服务趋势以及性能监控至关重要。 3. **概述**：第10章概述了GenesysInfoMart的功能和架构，包括其在呼叫中心生态系统中的作用，以及术语和约定。 4. **架构与组件**：第14章详细介绍了系统的架构设计，列出了核心组件，帮助读者理解数据流和系统内部工作原理。 5. **功能与特性**：第20章列出了8.5.0版本的新功能，可能包括增强的数据可视化、性能指标跟踪等，有助于提升报告的准确性和实用性。 6. **系统要求与支持的拓扑结构**：第49-55页涵盖了所需的硬件和软件环境，以及不同网络拓扑的适用场景，确保系统兼容性和稳定性。 7. **备份与灾难恢复**：第71-73页讨论了如何设置和维护GenesysInfoMart的备份策略，以及在灾难发生时如何实现数据恢复。 8. **数据库管理**：数据库章节（76-82）强调了数据存储和访问权限的重要性，以及如何正确设置数据库权限以保护数据安全。 9. **数据处理和存储**：第95-97段解释了用户数据的处理流程和存储方式，确保数据隐私和合规性。 10. **数据源与键值对(KVPs)**：100-104页涉及如何连接不同的数据源，并定义用于映射和提取数据的关键值对。 11. **用户数据映射**：第134-152页深入讲解了如何将用户数据进行有效映射，以供后续分析和报表生成。 12. **传播规则与标准KVPs**：138-144页涉及数据传递规则，确保跨模块间数据的一致性和准确性。 13. **示例附件数据规格**：第147页提供了一个实例，展示了如何定义和配置附加数据的规范。 14. **用户交互与多媒体**：第91-95页涵盖了多媒体数据的集成，如视频、音频等，以增强客户体验。 15. **部署概述**：最后的第166-169页总结了整个部署过程的关键步骤，为读者提供了一条清晰的操作路径。 16. **配置和语音活动报告**：170-172页介绍了如何启用报告，以便获取关于配置细节和语音活动的详细信息，这对于持续改进和决策制定非常有用。通过阅读和遵循这份详细的部署指南，企业可以有效地利用GenesysInfoMart 8.5.0来管理呼叫中心的数据，提高运营效率并驱动业务增长。

• Multimedia interaction, attached data, virtual queue, and agent activity details from one or more IDBs. For

more information about the types of interactions that Genesys Info Mart considers to be multimedia, see

Multimedia Interactions.

• In an HA configuration, evaluate all redundant IDBs by comparing ICON-provided session information for each set

of redundant IDBs (that store Configuration, Voice, Outbound Contact, or Multimedia details), prior to extracting

the data in a particular extraction cycle.

• Merge voice call segments — As part of the extraction process for Voice details, run a merge procedure to

establish associations between related voice interactions that were extracted from the same or multiple IDBs; for

example, to resolve intersite call linkages between related calls in a multi-site environment.

• During each ETL cycle, transform and load available data, both data that has been extracted from IDB(s) and data

from other data streams, such as Elasticsearch databases or Apache Kafka.

• Transform the raw data so that it becomes suitable for end-user reports and is available in a set of tables that are

referred to as the dimensional model.

• Load the transformed data into the Info Mart database. (Transform and load are performed by a single job.)

• Perform database maintenance.

• Purge old data from the Info Mart database.

• In partitioned databases, update partitioning as necessary.

• Maintain calendar data by prepopulating calendar dimensions for use in reports.

• Migrate Genesys Info Mart — Run the necessary scripts to update your Info Mart database schema and IDB schema

and also perform any other steps that are necessary to move from an earlier 8.x release to the current one.

• Aggregate Info Mart data — In deployments that include the Genesys reporting presentation layer (GCXI or GI2) or the

separately installed RAA package, Genesys Info Mart also hosts the aggregation process. An aggregation job, which

is implemented as a plug-in, runs the aggregation engine inside the Genesys Info Mart Server process, to calculate or

recalculate the historical Aggregate tables in the Info Mart database.

For a high-level description of how the aggregation job works in Genesys Info Mart release 8.x, see

Job_AggregateGIM in the Genesys Info Mart Operations Guide. For more information about the aggregation

package and running the aggregation process, see the Reporting and Analytics Aggregates Deployment Guide

for your release.

• Export Info Mart data, so that the data is available for further import into a data warehouse for the purpose of archiving

or custom reporting.

Genesys Info Mart Manager

Genesys Info Mart Manager is a GUI that enables monitoring and real-time administration of some aspects of the

Genesys Info Mart processes. Genesys Info Mart Manager is included on the Genesys Info Mart CD as a separate

installation package (IP).

Genesys Info Mart Manager provides the following functionality:

• Displays the current job execution status.

• Displays a history of job execution, including start time, stop time, duration, and final status.

Genesys Info Mart Overview Genesys Info Mart Components

Genesys Info Mart Deployment Guide 16

• Filters the job execution history that is displayed, based on time and/or status.

• Executes a single job on an ad hoc basis.

• Issues re-aggregation requests in deployments that include GI2 or the separately installed RAA package.

• Shuts down a running job.

Genesys Info Mart Manager interfaces directly with the Genesys Info Mart Server to start and stop jobs on an ad

hoc basis and to obtain job status and history from the Info Mart database.

Genesys Info Mart Manager, which is implemented as a plug-in for GAX, works with any operating system and is

easy to deploy. No installation or configuration is required on client hosts. For information about deploying Genesys

Info Mart Manager, see Installing Genesys Info Mart Manager.

Genesys Info Mart Manager can be localized. For links to information about installing language packs, see Next

Steps in the procedure to install Genesys Info Mart Manager.

For more information about how to use Genesys Info Mart Manager to manage your Genesys Info Mart operations,

see Managing Jobs with Genesys Info Mart Manager in the Genesys Info Mart Operations Guide.

Important

Genesys Info Mart Manager displays timestamps in the time zone selected in the GAX

preferences for locale.

Genesys Info Mart Administration Console

In Genesys Info Mart releases earlier than 8.1.4, Genesys Info Mart provided the Genesys Info Mart Administration

Console as the GUI for managing Genesys Info Mart jobs. While the Genesys Info Mart Administration Console is

included in the Genesys Info Mart 8.5.x CD and you can continue to use it to manage Genesys Info Mart 8.5,

Genesys recommends that you use Genesys Info Mart Manager instead of the Administration Console in Genesys

Info Mart 8.5 deployments, particularly if your deployment already includes GAX. Therefore, the Genesys Info

Mart 8.5 documentation does not provide information about installing and using the Genesys Info Mart

Administration Console.

Tip

You can use both management GUIs in your deployment at the same time, if you want to enable

additional administration resources but do not want to decommission an existing Administration

Console.

For full information about installing the Administration Console and providing an Administration Console DAP, see

the Genesys Info Mart 8.1 Deployment Guide. For information about using the Administration Console to manage

Genesys Info Mart jobs, see the Genesys Info Mart 8.1 Operations Guide.

Genesys Info Mart Overview Genesys Info Mart Components

Genesys Info Mart Deployment Guide 17

Info Mart Database

The Info Mart database contains all of the data that is populated by the ETL jobs. Info Mart data includes the low-

level interaction data that is consolidated from one or more IDBs, as well as the processed data that is suitable for

end-user reports.

Info Mart Tables

The Genesys Info Mart data resides in a database schema that includes the following tables:

• Global Interaction Database (GIDB) tables — Store the low-level interaction data that is consolidated from one or more

IDBs.

There are separate sets of interaction-related GIDB tables for voice and multimedia interactions, to accommodate

different requirements for transformation logic, indexes, data-retention periods, and so on.

The low-level reporting data in GIDB supports the possibility of custom detailed reporting to drill down from the

dimensional model.

• Merge tables — Used for merge of voice interactions. After the merge, voice interactions are moved into GIDB tables.

• Staging tables — Store information that is required in the transformation process. Staging tables contain data that has

not yet been transformed or cannot be transformed because of incompleteness or inconsistency of source data and

other auxiliary data that are necessary for the ETL process.

• Temporary tables — Store data that is used only during the lifetime of one instance of a job.

• Fact and dimension tables (collectively referred to as dimensional model) — Contain transformed data that

downstream reporting applications can query and combine in meaningful reports.

• Control tables — Store information that controls ETL execution, such as the status of running jobs, job schedules,

execution history, audit logs, and similar bookkeeping information.

• In deployments that use GI2 or RAA, the Info Mart database also includes aggregate tables and views that are used by

GI2. For more information, see the Reporting and Analytics Aggregates Reference Manual for your release.

Info Mart Views

In addition to the previously mentioned tables that are used by Genesys Info Mart jobs, the following views are

intended to simplify data retrieval for reports:

• Predefined views — Read-only views of certain configuration dimensions and facts that are contained in GIDB tables.

These views are created in the Info Mart database schema.

• Tenant-specific, read-only views of the dimensions, facts, and predefined views in the dimensional model of the Info

Mart schema. These views are created in a Genesys Info Mart schema.

• Tenant-specific sets of views, which are created in a separate database schema for each tenant, so that each tenant

user can access only its own data. In addition, these views shield business users from changes to the underlying

database schema and prevent users from accidentally changing the contents of the underlying database. Customers

should use these views to query Genesys Info Mart data.

For an illustration of the relationship between the tenant views and the Info Mart database schema, see Creating

Genesys Info Mart Read-Only Tenant Views.

Genesys Info Mart Overview Genesys Info Mart Components

Genesys Info Mart Deployment Guide 18

Genesys Info Mart Features and Functionality

Depending on configuration, Genesys Info Mart 8.5.x provides the features and functionality described on this page.

For supplementary information about additional, new functionality, see New in Release 8.5.0.

Voice Data Processing

Genesys Info Mart 8.x supports extracting and transforming details data for all voice interactions completed in a

Genesys-powered contact center.

In particular, Genesys Info Mart 8.x supports:

• Populating interaction resource facts and interaction resource state facts for voice interactions (traditional telephony

calls).

• Reporting on agent states and state reasons, including after-call-work association and DND mode details.

• Reporting on mediation DNs, including virtual-queue and ACD-queue activity.

Multimedia Data Processing

Genesys Info Mart 8.x supports extracting and transforming all interactions that are processed through Genesys

eServices solution, including 3rd Party Media interactions.

In particular, Genesys Info Mart 8.x supports:

• Populating interaction resource facts and interaction resource state facts for Genesys eServices interactions, both

inbound and outbound

• Reporting on Interaction Queue and Interaction Workbin activity, in addition to mediation DNs

• Dynamically adding new media types that are encountered during transformation of multimedia interactions. For more

information, including configuration considerations, see Media Types

• Dynamically adding new multimedia interaction subtypes that are encountered during transformation. For more

information, including configuration considerations, see Interaction Types and Subtypes

Starting with release 8.5.011, Genesys Info Mart support for reporting on multimedia interactions has been

extended to include detailed reporting on chat session activity, including chat bot activity if applicable. For links to

more information, see New in Release 8.5.011.

Genesys Info Mart Overview Genesys Info Mart Features and Functionality

Genesys Info Mart Deployment Guide 20

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