Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: jpsand on August 28, 2018, 09:01:34 AM

Title: Genesys Interactive Insights report extraction
Post by: jpsand on August 28, 2018, 09:01:34 AM

Hi All,

I am novice in genesys environment.

Please correct me if my questions are silly/irrelavant.

We are suuporting a genesys framework for a company and found that for particular Agent group the data fetched in GI2 is empty ,Whereas when we select the report by providing the Agents name we are able to fetch the  same report.

Can anyone please help in resolving this issue and tell why there is no data when filtered using agent group.

Thanks in advance

Note: the report extraction is being done in BOE/BI

Title: Re: Genesys Interactive Insights report extraction
Post by: hsujdik on August 28, 2018, 10:52:46 AM

There might be many causes for that. One of which: if the agent wasn’t part of the group by the moment the interactions/calls occurred on that particular data extraction, then that is the expected behavior.

Title: Re: Genesys Interactive Insights report extraction
Post by: jpsand on August 28, 2018, 11:04:38 AM

Checked on the agent details , when the report is extracted from agent name filter ,the report shows agents were the part of the same queues which are under the Agent group.

Another anomally is that the data earlier to  today are also not available when filtered for that agent group.

Earlier the data was extracted but the same data is also not available now .

Title: Re: Genesys Interactive Insights report extraction
Post by: hsujdik on August 28, 2018, 11:09:56 AM

Is this an Out-of-Box GI2 Report or this report has been customized in any way? If it is out-of-box, please inform the name of the report. If custom, can you post the SQL Script (found in the Query Editor when the report is in Design Mode)