Integration of Infomart in CCP for Query Based reports.

[Rinks]

We have deployed GIM 7.2 few months ago, which is functioning property. I need help to integrate GIM with CCP to fetch real time Query based reports.

Just wanted to share my understanding on this, will it work if I create a DAP and point it to GIM database thru a user having Read only credetials and create a seperate CCP application with deploying GIM templates and connection with GIM/DAP.

Really appreciate a direction/advise on this.

Thanks.
Rinks

[gustav]

Congrats on getting GIM 7.2 functioning properly, that version had some serious limitiations.  I dont want to deviate from your qustion, but taking a step back I would question why you are trying to use CCP to fetch data from GIM! CCP will integrate with GIM, but its not its intention and its a bit finicky.  GIM is not intended to be a realtime reporting tool, StatServer does a much more efficient job capturing realtime metrics than GIM ever will.

Why are you using GIM to capture real-time metrics?  I know you just finished deployment, but any reason you didnt go with 7.5?  I have been using 7.6 and its actually quite an improvement.

If I could give you a recommendation it would be to use CCP with a statserver to give you realtime daily metrics (calls in queue, agent status), then GIM with a reporting front end presentation layer to give you historical reports.

Good luck!

[Rinks]

Thanks for your reply. When we planned to deploy GIM that time GIM 7.5 was not tested and proven ( almost 1-1.5yrs back). Genesys also suggested to go ahead with GIM 7.2 along with the Genesys 7.2 solution. Now, in near future we have plans to upgrade it to 7.5.

We are using GIM for historical reporting only and which is pretty good and helpful. But to fetch some real time stats which are being provided thru integration of CCP with GIM using Query based views would be helpful to see the relevant data for our current requirement.

I understand, GIM is mainly for historical needs but still we would like to give a try to this to have better comparision data.

Would appreciate if you can add more on this to perform this integration.

[Koldun]

Hi,

There is also note in GIM USer's Guide for DAP:
-----------
Options - > Role ->
For CCPulse+ to access the Info Mart database the value is
INFO_MART_READ_ONLY. For this role, the user name entered should be
the Genesys Info Mart views user, a user ID with read-only access
to the Info Mart database tables. CCPulse+ will use only the DAP
with role INFO_MART_READ_ONLY.
-----------

Once again, CCPulse should not be used for RealTime reporting based on GIM's data.
Also you can consider the upgrade to ICON/GIM/GI2 7.6 ver, this will be more powerful/flexible than CCPulse...

Regards,
Koldun

[Rinks]

Thanks for the note. Actually CCP 7.2 can be integrated with GIM for Query based Views, this is new feature provided by Genesys, I just though this will help us to gether few more agent specific statistics.

Details for the same is already mentioned in Reporting Deployment guide page-56. It has suggest few scripts to be used and attaching data in routing startegy. My only doubt was, since in our environment GIM is also operational and all the data getting attached so still do i need to take care of running those scripts. I just thought it can be taken care if I can create a user with READ ONLY rights, creating DAP for GIM database and providing connection of GIM in CCP. And of course, need to provide location for QueriesStorageFullPath in the application.

Right now I can see in CCP application Query based Views are disabled.

Please suggest if you still think its not a good idea to integrate GIM with CCP as i have no idea about its limitations or not worth to go ahead with this.