New InfoMart 7.6 Deployment

[gustav]

Anyone currently, or planning on, deploying InfoMart 7.6?  Any pitfalls to look out for?

[tony]

....getting in, for R&D purposes - that and Insight, I think...

Are you deploying an upgrade or perhaps thinking of replacing CCA/Brio/Hyperion with it?

Tony

[gustav]

Replacing a CCA environment.  Im not sold on II, nice veneer, but weak core.  Im just focused on ensuring the base tables are reliable first...  So far it looks good, Im just having troubles getting all the AG2 tables to populate, even with the GIM agg settings set to TRUE...

[Dale]

Gustav,

how did you get on with this?
we are finding, in our infancy post implementation, that CCA/Hyperion isnt giving us what we need.
ICON/InfoMart should...

any words of wisdom? have you done your installation?

[gustav]

[quote author=Dale link=topic=3483.msg16051#msg16051 date=1232379603]
Gustav,

how did you get on with this?
we are finding, in our infancy post implementation, that CCA/Hyperion isnt giving us what we need.
ICON/InfoMart should...

any words of wisdom? have you done your installation?
[/quote]

For sure, many more words than this form would allow. Overall, I really like the flexibility and data granularity of GIM.

First - to follow up on this issue (thread topic) - it was related to the InfoMart aggregation job only including INBOUND calls.  Our initial tests consisted of INTERNAL calls.  Our report off the base tables didn't filter INTERNAL calls out.  This of course is only one example of assumptions the Agg job makes.

Second - CCA and GIM (Genesys InfoMart) are 2 very different beasts.  There is lots of information/discussion around this, much more than can be discussed in this thread, but there are many major advantages to a GIM implementation vs. CCA.  But, there are also risks - it takes expertise, an understanding of the GIM Framework, and an understanding of the data to successfully deploy.  Its new so there is not as much support available, but with the right team, the benefits are there.

On the flip side, CCA has its limitations, but its quick to deploy, quick to build reports, lots of support available and for [b]basic[/b] reporting: it works.

What are looking for that CCA doesnt give you?

[Dale]

From an outbound point of view, for example, the first thing we've found is OCM doesnt track treatment history, just displaying the most recent outcome.

In addition, due to the way the bespoke Hyperion reports have been developed, and the stats collected in GAD, the time showing in OCM as call time (in Preview) is the time the advisor brought up the record, not when they pressed connect, or when it connected, or even disconnected, so in theory, a record could be pulled up, an advisor sat in ready/prep for half an hour, before hitting connect. This obviously would skew any results i would use this stat for.

These are just 2 small issue's. im finding the detail required to make proper strategic decisions is lacking, and the 'cradle to the grave' call activity reporting will provide limitless scope for developemtn in future, and can be done in-house (again, with the right expertise, which i believe we have)

[cavagnaro]

In OCS you can activate call history and it will create a detailed file in OCS folder which can be analyzed later.

[Dale]

According to the 7.5ref.pdf :-

"In Outbound Contact, Outbound Contact Server performs mappings of the call progress and call status. When Outbound Contact Server receives call progress/call status reports from CPD Server, OCS maps them into a single Call Result. This Call Result is then stored in the Calling List Record and kept in a record history log."

This implies it doesn not perform this function in Preview...

[cavagnaro]

Oh yes, but there are events in OCS that you can track and create stats for in Preview mode like PreviewRecordRequest which is when agent receives the record and then the start dialing is another event so the difference will tell you how many time the agent has the record on his screen before dialing.