Reporting on Avg. IVR Talk Time from InfoMart

[mishmosh]

OK, I've searched this entire discussion board to find some lead on my question, but haven't found it yet.  So I'm hoping someone here has run into this issue.  We are getting ready to install ICON/InfoMart 7.6 with GI2 in our lab.  We're still months from production deployment, so I have some time to figure this out, but I'm working on our custom report designs, and one of the metrics that the business needs is Avg. IVR Talk Time, aggregated at each of the standard intervals (sub-hour, hour, day, week, month, quarter & year).  This shouldn't be so difficult to get, especially since they are used to getting it out of the box with their old Avaya CMS.

Now, there are Measures in the INTERACTION_FACT and INTERACTION_RESOURCE_FACT tables, such as IVR_PORT_DURATION and IVR_PORT_SEGMENT_DURATION, but none of those measures are rolled up into any of the AG2 tables.  The AG2 tables will give us TOTAL_TALK_DURATION (which covers the entire life of the call, not just the IVR segment) and TOTAL_AGENT_TALK_DURATION (which only applies if the handling resource is an Agent object).  We could of course, create our own custom AG2 Views which would roll this up, but I'm wondering if this is really the best route, considering that it will take up a lot of extra storage in the DB for just one additional Measure.

I've posed the question of whether or not we can configure the IVR ports as Agent objects in CME and have them auto-login (the way Avaya will), but I'm not sure if this is possible, since we are using GVP with SIP server, in front of the switch.

Anyone have any wisdom here?

[tony]

mishmosh (sounds like something Mr Bean would say... lol)

A few things...

You probably already pay and arm and a leg for your GVP Solution/Ports - if you set up the Ports as Agents, they will require TServer DN Licenses (TDN) and also Seat Licenses (SDN) which, if you don't have enough of, may mean even more $$$ for the solution...

From my own development studies, what you get in the box with ICON/Infomart is intended as a starting point, from where you are expected to build your own Solution.  It was pretty much the same when CCA was first deployed; with ETL/ODS/DMA, Brio Enterprise Server and the Report Generation Assistant (RGA) which was basically a Brio Report from which you could build Brio Templates.

I've had a sift through what's available and what you want is just not there.... So, if you need aggregated stats for something which does not already exist in the standard schema, then your comments are correct - you will probably need to build a new set of AG2 Tables/Views to faciliate your requirements...

HTH?

Tony

[mishmosh]

You may be right Tony.  I guess I'm just annoyed with Genesys that they've actually made it MORE difficult to do some basic reporting, such as Place Group and Route Point reporting, that was available OOB with CCA.  I'd like to have a word with the InfoMart product managers and ask them just what they were thinking.  I agree with you that the OOB functionality is just the basic starting point, and most of the OOB GI2 reports won't meet most customers' needs.  I just don't understand why they would take away functionality that used to be so straightforward and make it more difficult.

I've been to enough of the G-Force conferences to realize that Genesys is quite out of touch with the real-world needs of their customers.

[tony]

Hmmm... call me cynical but, if you don't have everything you need, OOB, then you're going to need some Genesys PS, aren't you...?  I guess that's the ploy... :-/

Tony

[mishmosh]

Exactly!