BRIO with/Call Concentrator

[Rudolf H. Pfeifer]

Dear all, i was wondering if it would be possible to use brio with ccon data. our centre is using ccon 6.1 and we have a lot of data which we look at using excel. are there any brio templates for ccon?

[ecki]

Hi Rudolf

One question, do you mean Templates in DMA? CCon is Genesys product, which is writting the data directly to the database. There aren't any agregations processes and also there aren't any cooperations between Datamart and CCon. But you can use the Brio products for making reports from CCon tables, because Brio is a typical reporting product. Of course you have to crate own reports, you can't use the Gensys brio reports.

[hmcjsr]

Hi Rudolph, There are no standard canned Brio templates / reports from Genesys. You have to create your own queries in Brio. While doing so, you will also have to access the config database. This makes creating the reports using Brio and call concentrator a bit tricky. Thanks.

[cumi]

Hi,

we are using CC and BRIO, too. BUT, it is not preferable to report from Callconcentrator's database. It is not optimized, lot of records, etc. You have to create a kind of META_DATA. We created our own ETL process, that is aggregating (only what we need, and as we need) these records, and saving it into other DB. With BRIO we are reporting from that second DB. Custom BRIO Reports, Custom Aggregations, very customerspecific collection of datas (EVREF...).

Also note, that with CCA you get licence to use BRIO. But this licence is NOT VALID for Callconcentrator reports. In this case, you have to buy licences from BRIO.

[Vic]

Cumi,

would it be possible for you to share the info on how you have created Brio reprots for CCon? We are thinking about using broadcast server to compile them, but still are far off trying to figure out how to calculate all the data using Ccon DB.

You are right about Brio we need to buy Brio license for Ccon. I wonder if people bought CCA if they could use it on CCon...

By the way, Brio that comes with CCA is really old (6.22). It seems like there is some kind of ActiveX incompatibility that prevents InSight reports from being viewed on IE5.5 or above. Tha bug is fixed in 6.5xx version, but then of course, we do not have that one. Do you know if we could just ask Brio for an update or does it requrie some kind of new license? I really would love to use Brio's Schedule server to have user generate all their custom reports, but without a newer version, it is simply not going to work.

Anyway, I would appreciate any info on CCon brio you can pass my way. Thanks,
Vic

[cumi]

Vic,

I think, using a Broadcast server, you can send report automatically (for example every monday morning about the last week).

People who bught Brio for CCA can not use it for CCon. (Because they actually bought CCA and not Brio)

I also experianced problems with Brio InSight and some versions/SPs of IE. Need to contact BRIO to solve the problem.

And finally, about your first question: The question is if you need a custom brio report brio query document or ETL process to aggregate the ccon db? If you need a brio query document, the best way is to copypaste the parts you need from the genesys provided sample (rga generated) report and you have to play a bit with java script. I am not a superb java script programmer, but creating a custom brio report is really not an big issue.

What really difficult is, to create a custom ETL process, that aggregates (customly) the ccon database. You can do the following steps:

1. Analyse what your customer wants to have aggregated, kind of metadata.
2. Create the query for that.
3. Optimize the query and the ccon db. (indexes etc)

Our ETL process is about 2000 (!!!) lines only SQL stattements. It is started every 30min by cronjob. Couple of help, lookup trables, custom triggers, custom times: we are not using Sttime and Endtime to define in witch intervall the call ended, but a database wrapup time (trigger), that defines, when exacly the call is written into the db. Before that you can not do anything with the call (ccon has it in the memory)... Quite long story. We worked on this "solution" about 4 months.

Yes, and you can ask why did we implemented it? We needed Skill reports. Using CCA, you can not report on attached data. You can filter it, but we have over 150 Skills, Services, and our customer wanted to se a skill report for each skill. And StatServer reaches very fast the maximum number of open statistics, if you create a group of agent report for each skill (attached data) filter (what we actually needed. But CCON, writes the attached data into the db, so it's (sounds) simple to make sql statements like:

SELECT statistics and all you need
FROM ccon, config and custom tables
GROUP BY attached data saved in EVREF and EVDATA

cheers
cumi