OOB ICON & OOB InfoMart

[tony]

Can anyone describe for me what comes as standard, as "out of the box" [b]reporting or data tables[/b] for ICON and the same for InfoMart?

I would expect the basics of ICON/InfoMart (ANI, DNIS, AgentID, total times, totals, averages etc.) but I am hoping that, specifically, ICON can extract KVP's/User (Customer) Data for reporting purposes, without extensive configuration and constant administration.

I'm trying to get a feel/heads up [i]before a period of R&D[/i] as to what to expect once the boxes are open...

Thanks,

Tony

[mark]

Good question Tony, would be a good piece of information to know.

[Eugene]

There's nothing OOB for ICON/Infomart without configuration for your required KVPs. 

What version are you electing to go with?? 7.2?  If so you'll need to configure KVP for ICON in the XML file to do outbound attach data.  Then call conn you'll need configure event_data option if you're writing to evref instead of evdata.

When you're doing Infomart reporting you'll have to then configure which piece of attach data you want to use as Facts vs Dimensions in the Infomart tables.  The catch is that there's a finite amount of columns that they allow you to have for the F & D.

The only OOB reporting you'll get for infomart is an XML Query file that CCPulse would use against the Infomart database.

If you're green on ICON/INfomart - I would say you would need to invest 2-4 weeks on getting it in a lab system to play and test out.  ICON is easy, but it's Infomart that takes way more configuration and install steps.


Eugene

[Eugene]

Sorry I need to clarify my previous post.  What I meant is that you would have to configure Event_data so the KVPs are written to EVREFEX table as opppose to evref & evdata.

If you wait for the 7.5 version to come out then configuration for both Outbound/Inbound will be easier since it comes strictly from ICON IDB. 

In the 7.2 world which was what I commented in my previous post.  You would have to configure outbound KVP in ICON and inbound KVP through Call Conn.

Eugene

[tony]

Going for 7.5 with multimedia reporting...  Thanks for the heads up.

I've got a zillion KVP's/Attached Data/Customer Data/Facts and Dimensions for Skills (not [i]Skills [/i] as in [i]Skills Based Routing[/i] but KV Name of [b]Skill [/b] and Pairs consisting of [b]Skill Names [/b] and then another set full of KV of [b]Skill Level [/b] and Pairs of [b]Skill Level Number [/b] - all aka "Facts and Dimensions" for ICON/InfoMart).

So, to recap; [b]none [/b] of them can be applied automagically???

[Eugene]

None of the attached data can be applied automatically.  Needs to be configured by the Systems Integrator

I think for Skill Level and Skill Level Number might already be there as a dimension table Requested_Skill table.  So in other words you might be able to get away with not having to configure that.  Check the data model because there are a lot of predefined dimensions already.

[tony]

Thanks Eugene - I will.  I'm mightily concerned that an [i]emulation [/i] of Skills via KVP's are not [i]actually [/i] Skills (in the Genesys sense) and therefore may not be pre-defined and similarly would not be automatically applied with ICON 7.5.

And and when I have a definative list, I'll post my findings back into this thread...

[tony]

Apparently, aside from standard call-related reportable items, up to 34 KVP's can be added, as [i]customer attached data[/i]  That is, 17 string-type KV's and an infinite number of related Pairs and 17 numeric KV's and an infinite number of related Pairs for those.

Granted there are the [i]GC_SKILL [/i] and [i]GC_SKILL_LEVEL [/i] Tables in Oracle and the  [i]Requested_Skill [/i] Table and a [i]Target_Skill [/i] Table available to ICON - I'm pinning my hopes on those being populated from the get go...

Curious to note that ICON documentation states 34 KVP's available (as noted above) and the Oracle Data Tables supporting ICON allow for up to 57 Fields of KVP data... I must read into this, I guess...

Thanks again for the pointers!

Tony