Documentation:PSAAS:RN:CXI:Public

Genesys Customer Experience Insights (CX Insights)

Note: Not all changes listed below may pertain to your deployment.

• October 31, 2019 (9.0.012.01)
• September 29, 2019 (9.0.011.03)
• July 29, 2019 (9.0.011.02)
• June 26, 2019 (9.0.011.00)
• May 24, 2019 (9.0.010.05)
• April 15, 2019 (9.0.010.04)
• December 21, 2018 (9.0.009.00)
• September 21, 2018 (9.0.007.03)
• July 23, 2018 (9.0.006.01)
• Known Issues

October 31, 2019 (9.0.012.01)

What's New

• Chat Reporting enhancements &mdash A new report (Interactions Acceptance Report) and dashboard (Interactions Acceptance Dashboard) provide detailed reporting on Interaction acceptance rates and percentages.
• Genesys CX Insights for iWD reporting enhancements — A new report (Task Work Detail Report) and two new dashboards (Capture Point Dashboard and Resource Performance Dashboard) provide additional reporting about iWD.
• Interaction Flow Report enhancements — The definition of the report query is enhanced to improve performance for partitioned PostgreSQL RDBMS, including in scenarios where explicit Start Time and End Time values are specified.
• Predictive Routing Operational Report enhancements — Genesys CX Insights now provides more detailed reporting about the time that interactions waited for predictive routing scoring to be completed, including a new metric (Avg Turnaround Time) in the Predictive Routing Operational Report.

Resolved Issues

The Chat Thread Report now runs correctly on all platforms. Previously, on some deployments, this report could fail to run.

September 29, 2019 (9.0.011.03)

What's New

Agent Details Report Performance Enhancements

• The definition of Free Form SQL in the Agent Details Report is enhanced to provide better database query performance. This leads to improved performance of the report in many scenarios.

Resolved Issues

• Attributes in the Transfer Details Report are now configured more accurately, allowing the report to run normally in scenarios where Genesys Info Mart attached data is configured with redundant attributes. Previously in such scenarios, the Transfer Details Report report sometimes generated an error that included the following string: ...invalid column name - CUSTOM_KEY_2

July 29, 2019 (9.0.011.02)

What's New

Interaction Flow Report enhancements

• The definition of the report query is enhanced to improve performance for partitioned PostgreSQL RDBMS, including in scenarios where explicit Start Time and End Time values are specified.

Agent Details Report enhancements

• The definition of the SM_RES_STATE_RSN_FACT logical table is enhanced to provide improved Resource State Reason reporting, which improves the performance of the Agent State Details Report.

June 26, 2019 (9.0.011.00)

What's New

Genesys intelligent Workload Distribution (iWD) reporting

• Genesys intelligent Workload Distribution (iWD) reporting is supported through one report and one dashboard, along with associated metrics, attributes, and other objects. For more information, see Genesys CX Insights for iWD reports.
• The hierarchy of folders in the GCXI User Manager is reorganized to account for the addition of iWD user groups, and changes to the provisioning of access restrictions. For more information, see the Administrator's Guide.

iWD reporting is provided through a separate project, Genesys CX Insights for iWD.

Chat reporting enhancements

• A new report, Chat Thread Report, and new metrics that support it, summarizes information about chat sessions and threads.

Enhanced reporting performance

• The following enhancements improve reporting performance:
  • Underlying queries for the Agent Details Activity Report are updated to enhance performance.
  • A new JDBC wrapper optimizes the performance of SQL queries.

Enhancements to user groups and permissions

• The hierarchy of folders, user names, groups, and management roles are changed in the GCXI User Manager. For more information, see the Genesys CX Insights Deployment Guide.

User Data Examples

• The following enhancements support user attached data:
  • Handling User Data Example — Sixteen attributes (Detail 1 - Detail 16) in the User Data Example folder enable the measurement of Info Mart data based on custom userdata attributes. Each new metric captures the value of the attached data for a particular interaction whose key is CustomData key (where * is the corresponding value between 1 and 16).
  • Transfer Detail Report enhancements — Two folders with ten attributes in each were added into Transfer folder - Target User Data Examples and Source User Data Examples.

May 24, 2019 (9.0.010.05)

What's New

Resolved Issues

• Text on the Microstrategy Web GUI now displays correctly in scenarios where the default language is changed. In release 9.0.010.04, changing the language (Preferences > Language) could cause some characters to be replaced by question marks , and could cause a JavaScript error to appear on subsequent logins. (GCXI-1751)

• The logical definition of the USER_DATA_CUST_DIM_2 table is corrected, and now uses the actual Genesys Info Mart table. Genesys CX Insights attributes Dimension 6 through Dimension 10 now link directly to the USER_DATA_CUST_DIM_2 Info Mart table. (GCXI-1660)

April 15, 2019 (9.0.010.04)

What's New

Chat reporting

• Two new chat reports are added:
  • Chat\Chat Session Report
  • Chat\Chat Engagement Report

Omnichannel agent activity reporting

• A new report is added to provide detailed agent activity reporting across all media channels:
  • Agents > Agent Omnichannel Activity Report

Enhanced agent group reporting

• A new report is added to provide information about how agents are distributed among agent groups:
  • Agents > and Detail > Agent Group Membership Details Report

Expanded localization support

• GCXI now supports displaying the reports and user interface in two additional languages:
  • Arabic
  • Korean

December 21, 2018 (9.0.009.00)

What's New

Genesys Task Routing reporting

• This release adds support for reporting on Genesys Task Routing (GTR), including two new dashboards:
  • Task Volume Dashboard
  • Agent Task Dashboard

  Notes: In this release:

  • Reports in the Task Routing folder are available on request; talk to your Genesys representative about making them available for you to use.
  • Reports in this folder depend on data provided by other Genesys components, and may not be ready for you to use at this time. Check with your administrator to see if your environment is configured to run this report.”

Co-browse reporting

• This release adds support for reporting on Co-browse sessions, including more than twenty new metrics, and two new reports:
  • Co-browse Detail Report
  • Co-browse Summary Report

  Note: In this release, the reports in the co-browse folder are available on request; talk to your Genesys representative about making them available for you to use.

Localization support

• GCXI now supports displaying the reports and user interface in several languages in addition to US English. The following languages are supported by this release:
  • Chinese (Simplified)
  • French (Canada)
  • French (France)
  • German (Germany)
  • Italian
  • Japanese
  • Portuguese (Brazilian)
  • Russian
  • Spanish (Latin America/Mexico)
  • Turkish

New Speed of Accept report

• A new report, Speed of Accept (Seconds), is added, which is similar to the existing Speed of Accept (Hours) report, but is more appropriate for media types for which contact center responses are expected to be fast, such as voice and chat.

Resolved Issues

• Data is no longer double-counted in reports in scenarios where agents or queues are members of more than one group, and access restrictions are configured for all groups of which the agent or queue is the member. (GCXI-1509)

September 21, 2018 (9.0.007.03)

What's New

Email reports

• The following new reports, in a new Email folder, support reporting on email interactions:
  • Agent Summary Activity Email Report
  • Agent Utilization Email Report
  • Interaction Volume Business Attribute Email Report

Dashboards

• The following new Dashboards are added in the Dashboards folder:
  • Agent Performance Dashboard
  • Contact Center Dashboard
  • Queue Dashboard

Callback

• The Callback reports now include a new metric / attribute, FORCED_DIALED, which captures information about Callback queue flushing.

Genesys Predictive Routing

• The PR Performance Dashboard is removed from the Predictive Routing folder (it was replaced by other dashboards and reports in a previous release).

July 23, 2018 (9.0.006.01)

What's New

Initial release

This is the first release of Genesys CX Insights for Genesys PureEngage Cloud.

Genesys CX Insights provides a wealth of historical reporting capabilities, built on a MicroStrategy platform.

It includes reports and dashboards based on hundreds of unique and standardized metrics and attributes, and allows you to customize and create new reports.

To learn how to use Genesys CX Insights, including how to access, run, read, or customize historical reports, see the Genesys CX Insights page in the Reporting in the Cloud guide.

If you are an Administrator learning how to manage Genesys CX Insights user accounts, see the Genesys CX Insights User Management page.

Known Issues

• In deployments with MicroStrategy release 10.11.1, when users select widgets on the dashboard, data appearing on other widgets does not automatically update. For example, clicking on an agent name does not focus the dashboard on that agent.

  Workaround

  1. Log in with an account that is a member of the Genesys Super Administrator group (or use the preconfigured user GenSupAdm).
  2. Run the dashboard, and select the source widget.
  3. On the source widget configuration menu (at top-right corner of the widget), choose Select Targets...
  4. On each target widget, clear the checkbox Targets'. The Target placeholder disappears from the target widget.
  5. Click Apply.
  6. On the source widget configuration menu (at top-right corner of the widget), choose Select Targets...
  7. Select each target widget. The Target placeholder appears in the target widget.
  8. Click Apply.
  9. Select File > Change Prompt Option and Save. A confirmation requester appears.
  10. Select And discard current answers, and click Confirm and Save.

• Some reports can run more slowly than expected, and, in some cases, timeouts can occur. To resolve this issue, contact your Genesys representative. (GCXI-1595)

• When you change the language used to display the reports to Turkish, only some objects will be localized, causing some parts of the reports to appear in English.