Reporting/Management Interfaces...?

[tony]

Hi!

For all you reporting junkies out there...

So, Genesys have CCA, CCPulse+, CCON, ICON, Infomart, WfM, GIS/SDK, (Quest) and GVP - all of these provide statistics or some level of reporting and I understand that, at a point in the future, the historical components for Genesys reporting will all be available to Infomart.

But; does anyone know of any comparable products in the marketplace, today?  Something that might use Config/Stat SDK or GIS or something simiar, as an offering for historical purposes, using a recognized interface, such as Hyperion or Business Objects?

- I'm aware of some of the strategic partners for reporting purposes but wondered if anyone had anything other than a Genesys offering, working in their environment?

Any pointers would be greatly appreciated - In return, I am offering half a Kit-Kat, currently in my top drawer of my desk, for responses... be quick, otherwise it will be gone!

Thanks everyone!

Tony

[Adam G.]

Hi Tony,

I was part of a team that created an application to provide the following reports:

[u][b]Queue Report[/b][/u]
Queue identifier
Number Received
Number Handled
Number Abandoned
Number Handled in Service Level
Number Abandoned in Service Level
Total Handle Time
Total ACW Time
Total Wait Time

[u][b]Agent Detail Report[/b][/u]
Queue identifier
Agent ID
Number Handled
Total Handle Time
Total ACW Time

[u][b]Agent  Report[/b][/u]
Total Ready Time
Number of Outbound Calls
Total Outbound time
Total Login Time

The Queue Report uses the idea of a queue very loosely – you can define\change the queue definition during the call. The unique thing is that the app also provides ACW by queue.

The Agent Detail Report splits the agent’s activity by queue so an agent can have multiple entries per time period.

This data is produced at 15 or 30 minute periods and is therefore superficiously similar to CCA but that is where the similarity ends as the app connects directly to TServer and puts the data directly into SQL Server or Oracle. From the DB a BI tool such as Hyperion or BO can be used to generate reports.

[tony]

Thanks Pavel - does it got Custom Data Fields...? <bestest English there, obviously...

[Adam G.]

In a roundabout way - Yes it does. Remember it provides aggregated data.

[tony]

OK - this might be worth the remnants of my Kit-Kat if it could pull out SkillNames, SkillLevels, UserData/CustomData ...?

[victor]

Good morning, Tony,

InfoMart is probably the biggest investment Genesys has made so far. By combining CCON and CCA into one package and discontinuing the previous ones, Genesys InfoMart is similar to stake in the ground here for Genesys by Genesys. With amount of integration that it offers with existing Genesys packages, I would be surprised to see another vendor willing to commit to competing with them in their own game.

Since we have over 10,000 seats worth of call centers that we look after, I have been tracking InfoMart with great interest. The great thing about InfoMart is that it combines both CCON and CCA and allow to maintain all the necessary data in one neat interface. 

I am not a Hyperion fan, and found both Brio and Hyperion very cumbersome to use. Even though this applies to InfoMart, long ago we have modified CrystalReports to get the info we need and has been very happy since.

Just recently, we went as far as integrating reporting into our internal website, and, boy or boy, was it a hit! Before, having CCon and CCA databases spread all over the place, our programmers were having a really hard time getting things done. And after we were able to complete that, Genesys came out with DataMart and I almost was mauled, since it offers way too much information for way too little work.

I have asked one of our people to come up with a brief report about InfoMart, since I think everyone on this forum can benefit from it. It is nowhere close to your manuals, yet I hope it would give you a better heads up of what is out there.

[tony]

Thanks Vic - anything which relates to an offering which uses either ICON or the Infomart Schema would be useful...

Tony

[eugene]

Victor, I might be in the same situation as you.  Can you offer some high level architectural design you put in place for you enviro ie. How many ICON instance, how many IDBs?  My environment will be supporting Inbound/Outbound/VCB and soon multimedia solution from Genesys.  The promise is that Genesys InfoMart is the be all end all reporting solution that will clear some of major painpoints (data latency, warm transfer across site, ease of adding new dimensions etc.)

Any tips, gotchas, insights are appreciated.

Tony - I created a simple query out of InfoMart to pull VQ stats so it mirrors the typical format we would get out of CCA.  I think I was trying to prove that CCA stat jives against InfoMart before transitioning over. Let me know if that's something you're interested in and I can try to dig it up.

Eugene

[tony]

Thanks Eugene,

I (along with other, no doubt) would appreciate anything which indicates "how to" apply a table/schema, away from either Infomart or indeed ICON, for use as an interim Mart, supporting a Presentation or Reporting Layer.

Tony

[TheSailer]

Hello Eugene

I'm interested on your script, can you send it to me

Holger

[noor quadri]

Hi Tony,
You may want tolook at Centergistic solutions. If you need mre info please let me know

[slocumaj]

I am also working to get Avaya reports transitioned over if anyone has any docs and/or spreadsheet of the Facts and Dimension tables were I can do the mappings, I would truly be grateful.

AJ

[tony]

Has anyone tried to produce a reporting solution which emulates both ICON (TServer/IServer Extracts > ETL/ODS/Staging) and Infomart (Datamart/BOU/BOBS), I wonder...?

...or do we all use ICON/CCON, in the first instance..?

...what about using the Stat SDK..?

Tony