Multidimensional Analysis for VQ Metrics in Info Mart

[Gui75]

Hi Guys,

I would like to draw the attention on an Info Mart limit that is quite difficult to accept.
Today Info Mart 7.6 has a very linited support for multidimensional analysis on virtual queue (which is basic for CCA Reports!)

Well, what does it mean exactly. Let's investigate it at a more technical level
1. There is no direct link from Mediation_segment_fact to User_Data tables. As a workaround, you could always think of joining to some other fact tables to get indirect link to UserData tables, but there comes 2.
2. Mediation_segment_fact can be joined to interaction_fact but not to interaction_resource_fact table except for attended calls. It means that
a) you can not get the number of entered calls in a VQ by service_type (when service_type can change at each transfer).
b) you can get the number of answered calls in a VQ  by service_type (because the join exists with interaction_resource_fact table for answered calls)
c) you can get the number of entered calls in a VQ by customer segment (thanks to the join to interaction_fact table, customer_segment being invariant during the call)

2a) is a hell, all my customers need that functionality.
You can always try to play with timestamps to join with Interaction_resource_fact but you will always have a remaining error rate of 1%.
You should understand now why there is no business dimension available for VQ Reports in Genesys Insights 76.

Please tell me if it is easier with Info Mart 8.x
I guess not as Genesys Insights 8.0 still does not provide Business dimensions for its VQ Reports


Regards

[Gui75]

Hi

I just want to be completely objective on the topic.

OK Info Mart is limited regarded multidimensional analysis on VQ
But it provides this multidimensional analysis at the interaction level (considering the first IRF segment of each call)
It also provides it at the agent, agent group, agent by VQ and group of agent by VQ level.

So you have to negotiate with customer the fact that it is more logical to apply multidimensional at the interaction level (couting each call once, which really allows to understand how the number of entering calls can be distributed along the different dimensions).

It definitely sthing to take into account in presales and discuss with the customer because it clearly impacts the estimate.

Whatever the limits, Info Mart is great, I would never go back to CCA neither my customers.

Regards

[smesh]

1. How did you find new UD handling in GIM 8?
2. Could you please submit feature request if you need UD for MSF?