Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Tony Tillyer on January 01, 1970, 12:00:00 AM
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Hi and Happy New Year!
I've been tasked with providing a solution to determining a reason why a call was routed to a specific Agent, based on a routing decision and an Agents Skills/skillset. To date, I have not seen evidence of any attached data reporting and my first instinct was to provide some KVP Filter reporting, via DMA/StatServer/CCA. This appears to work very well but only for one specfic purpose or one piece of attached data and a value (i.e. KVP + Value). I seem to remember that if you use Infomart, much more reporting information becomes available on the reasons why calls are routed and it may provide an easier means of reporting on attached data.
From what I can remember, back in the days of Datamart Tables (AREC, etc.) and DART(!), you could pull out information such as the DNIS/ANI/IVR Input Digits (Account Number) etc., as long as these were attached as (KVP?) data, to the call.
I've checked on the Genesys KB website and I have a handle on installation/configuration but it does not give me a "nutshell" view of what Infomart could provide us with today, if it were deployed.
Does anyone have any brief notes of what the main uses of Informart are, so that I can compare it with my needs?
Thanks!
Tony
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Tony,
Infomart is a mix between CCA and CCon. Think of it as SCDR tables with collated views and much better reporting. With InfoMart you would be able to track every interraction from cradle to grave along with your attach data and anything else you could possibly wish.
Based on the description of what you need, InfoMart will be a good but pricey choice. Is there a reason why you would not just settle for modified URS strategy or CCon?
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CCon is probably more like it. Infomart appears to be a glorified Business Objects application and I am sure we have the means to produce outputs internally.
Thanks for the insight.
Tony
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Hi Tony,
To add a second opinion on this here is my view.
Infomart stores all its data at the individaul transaction level which means that it is possible to reconstruct every call centre interaction and even look at the different elements of the call. If you need to undertake deep analysis of the data including:
customer and agent interactions
skills
agent performance
then this is probably the solution for you. As regards the Business Objects comment I think that is a little incorrect. The solution does use some Business Objects software but at the back end as a data moveent tool from the rest of Genesys. the front end (at least lst time I worked on it) has to be built from scratch in the tool of your choice. I have done this using Business Objects and its an interesting experience.
If you are interested I have put together a white papaer on some of my experiences using InfoMart. Let me know your email addess (mine is andy@koiosassociates.com) and I'll send it to you.
Regards
Andy
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Andy can you send me the whitepaper to sloc5160@bellsouth.com
Thanks!
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Hi Tony,
I would say that Interaction Concentrator (formerly Call Concentrator) will be sufficient to fulfil your needs. ICON collects all information related to calls incl. selected KVPs and save them in the database. You can get all the information you need for the DB "just" by querying the database using your custom SQL queries.
In fact, Info Mart is "only" ETL processing the data from ICON, Configuration Database etc. based on Business Objects engine. It could help you but it's possible to get the data from ICON's database without having it.
The biggest "issue" related to CCON/ICON is where to store all the data. You will need tens or hundreds of gigabytes depending on the size of your call centre and required length of history.
René