Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: kny on January 06, 2017, 08:18:27 AM

Title: WFM ETL and Infomart relationship
Post by: kny on January 06, 2017, 08:18:27 AM

Hi all,
I would like to know if it is possible to connect WFM ETL to Genesys Infomart?


Thanks

Title: Re: WFM ETL and Infomart relationship
Post by: Adam G on January 06, 2017, 09:32:38 AM

You want to feed WfM data to Infomart? AFAIK, there is no ICON instance for WfM.

Title: Re: WFM ETL and Infomart relationship
Post by: kny on January 06, 2017, 09:46:46 AM

What is AKAIK?? Actually I read that it is possible to incorporate Genesys WFM data with Genesys Interactive Insights using the WFM ETL. I already created a WFM ETL Database and it is populated with wfm data, but i don't know how to connect this data to Genesys Interactive Insights. This is why i asked if there is any connection to be made to Datamart or infomart.

Title: Re: WFM ETL and Infomart relationship
Post by: Adam G on January 06, 2017, 09:50:57 AM

"AFAIK" = As far as I know...

I guess you could use a BI/DB method to connect Infomart to WfM Data by adding a dimension/universe with Business Objects.

Can I ask what you are trying to achieve?

Title: Re: WFM ETL and Infomart relationship
Post by: kny on January 06, 2017, 09:55:49 AM

Thanks for the info. I am actuallly trying to incorporate Genesys WFM data with Genesys Interactive Insights for reporting purposes.

Title: Re: WFM ETL and Infomart relationship
Post by: Adam G on January 06, 2017, 10:05:52 AM

OK - you could do that - but you will find a lot of volume/interaction discrepancies.  Here's why:

http://www.sggu.com/smf/index.php/topic,9724.msg44043.html#msg44043
http://www.sggu.com/smf/index.php/topic,9724.msg44047.html#msg44047

Excerpt:

[i]"For the purposes of WfM, an Interaction works differently. Through monitoring techniques and algorithms, WfM poses the same question, multiple times during call routing; Was there an appropriate resource available in the required time-frame? If the answer is "No", WfM will mark that Interaction as failed. If the call routing then expands to include other resources, WfM asks the question again; ...was there an appropriate resource available in the required time frame on the second leg? And it will continue to do this, for as many Target Groups that are presented. In this way, any by-product statistical reports extracted from WfM will definitely be larger than those of Volume reporting, offered in BI Solutions."[/i]

Let me know how you get on?