Reporting Tool

[vvivek2000]

Hi,

We are using CCA in our call center. I was wondering is there any reporting tool genesys has that will generate reports off from datamart?

I know one tool is called BRIO. Do I need to buy license to use BRIO?
Is there any other reporting tool available? I prefer web based reporting tool. Thanks.

[tony]

Don't take my word for it but Brio should be available to you, as part of the CCA package - for "free".  What version?

Check with your Account Manager

[Haldane]

Yes, Brio/Hyperion comes free to report on the CCA objects. You can still use products such as Crystal but will require alot more work to get them up and running.

[Angus]

I've done some Brio/Hyperion work on top of CCA, and always found it painful. I was very impressed with this product when someone brought it to my attention. So much so in fact that myself and others persuaded the company I work for to buy and enhance it.

Yes, this is a plug and I do apologise for that but do take a look.

http://www.simpl.co.nz/Products/Contact/WebCCA.aspx

Can't hurt!   

Angus

[URSMan]

[quote author=Angus link=topic=1935.msg6494#msg6494 date=1165582256]
I've done some Brio/Hyperion work on top of CCA, and always found it painful. I was very impressed with this product when someone brought it to my attention. So much so in fact that myself and others persuaded the company I work for to buy and enhance it.

Yes, this is a plug and I do apologise for that but do take a look.

http://www.simpl.co.nz/Products/Contact/WebCCA.aspx

Can't hurt!   

Angus

[/quote]


I looked at the link - pretty interesting, but I am a bit uneasy about the fact that it is a product plug in. What is a consensus on this? Vic, Tony?
Links like this are very useful and I am sure all of us want to know more about these things because it will make our life much easier, but how do we differentiate between what is a shameless plugin and what is something like what Angus has posted here <-- I like this one.

Can you please comment on this?

Thank you and I hope I did not start a flame war over this!

[victor]

URSMan,

thank you for your concern. I think this is a very sensitive issue, because most of us work with a lot of different software vendors and use quite a lot of tools ourselves. On top, quite a few people are specializing in development and either do it themselves or work for a company that does.

Many a time we rely on both Genesys as well as third-party application to get things done and knowing what to use make a difference between spending three days trying to get the right report out via Brio versus using a third-party application that can do it in under a minute. The problem is that how do we distinguish between what is useful to this forum and what is not?

The answer is not simple.

In our quest to make sure that all of Genesys users have no hindrance in using our forum, we do not require user registration. On an average day, we get bombarded by several dozens of spam bots, some of which manage to get through and leave a link or to, which is promptly deleted (no small thanks to Tony, Pavel and others). But at the same time, I think that having guest posts questions and answers regarding Genesys is not the same as having someone suggest a product, therefore, at a very least, any third-party product suggestions posted under a Guest account are promptly deleted.

What about registered users? I think in most cases, it will be a judgment call, but since it is always possible to contact any person via email or even private message through this board, posting in a thread is not necessary.

As you have noticed, we try to police the forum as little as possible (removing the spam here, moving an off-topic there, splitting a multi-question post, etc) and Angus has been a rather active user some time back, so I'm hoping that he would PM us directly and ask remove the post for him. 

But, you do raise a very important point here - how do we go about sharing information about all the third-party tools that we use and can benefit all of us. The answer is not clear yet, but if you have an idea, please do tell us!

Best regards,
Vic

[Marzio]

Sorry guys...
I am not so familiar with Genesys Reporting Features...
What do u think about using Business Object instead of CC Analyser to manage historical reports?

It seems there is a sort of conflict between CC Analyser and our AIX OS . So, we are evaluating to leverage on what we have in house.

Thanks,
M

[Angus]

CC Analyser is a Genesys component that writes data to a database. It uses Stat Server to talk to T-Server(s), Datasourcer to collect aggregated data (usually 15-minute chunks) and an ETL (written in Java) to take these and populate a DataMart with hourly, daily, weekly etc. data.

Genesys also provide Hyperion (formally Brio) reports to access this data and Hyperion Server software too for users to access the reports via the web or have them scheduled - is this what you are having trouble with....?

You can run the reports without Hyperion Server on your PC using Hyperion designer. I know of sites that have had problems with Hyperion on HPUX, I'm currently using it on Windows without too many problems.

Anyway, as CCA just populates a database, you can use any reporting tool to get at the data. Hyperion, Business Objects....