Release Note

Contents

Introduction

As of February 1, 2012, Genesys is no longer an affiliate of Alcatel-Lucent; any indication of such affiliation within Genesys products or packaging is no longer applicable. Please see the Genesys website at http://www.genesyslab.com for more details.

This release note applies to all 8.0 releases of Genesys Interactive Insights for iWD.

• Links in the Contents section enable you to access information regarding a specific release. Releases are listed by version number rather than in date order. For this reason, a recent release may be listed after earlier releases, if the version number is lower. Except when otherwise noted in the information for a specific release, each release includes all of the features and corrections that were introduced for the applicable operating system at earlier dates, regardless of the version numbering.
• The Release Number table lists the supported operating systems for each release at a high level. For more detailed information, see the Genesys Supported Operating Environment Reference Manual.
• The Known Issues and Recommendations section is a cumulative list. It includes information on when individual items were found and, if applicable, corrected.
• The Corrections and Modifications section for each release may list additional issues that were corrected without first being documented as Known Issues.
• The Discontinued Support section is cumulative. It lists functionality that is no longer supported and the release number of the version in which support was discontinued.

Use of Third-Party Software

Genesys follows applicable third-party redistribution policies to the extent that Genesys solutions utilize third-party functionality. For specific information on any third-party software used in this product, see the Read Me. Please contact your technical support representative if you have any questions.

Supported Operating Systems

New in This Release

There are no restrictions for this release. This section describes new features that were introduced in the initial 8.0 release of Genesys Interactive Insights for iWD. Genesys Interactive Insights for iWD 8.0 offers the following:

• Two capture point reports:

Capture Point Business Value Report
Capture Point Task Duration Report

• One detail report:

Task Detail Report

• Three process-related reports:

Customer Segment Service Level Report
Intraday Backlog Summary Report
Process Volume Report

• Two queue reports:

Queue Priority Range Report
Queue Task Duration Report

• One resource report:

Resource Performance Report

• An entire universe of elements to support these reports, powered by BusinessObjects Enterprise XI, 3.0 (BOEXI3) software. Refer to the Genesys Interactive Insights 8.0 Universe Guide for information about these elements and reports. Refer to BusinessObjects Enterprise documentation for instruction on the operation of the BOEXI3 suite of applications and tools.

Corrections and Modifications

As this is the first release of Genesys Interactive Insights for iWD, this release contains no corrections.

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Known Issues and Recommendations

This section provides the latest information on known issues and recommendations associated with this product.

All Interactive Insights for iWD reports reference the DATE_TIME iWD Data Mart table for the purpose of identifying the date and time keys that should be used to query data. If this table is not populated or if report users request data for dates that extend beyond the date and time keys that are stored in this table, the reports will return No Data even if data is present in the fact or aggregate tables for this date range. Refer to the intelligent Workload Distribution documentation set for information about populating this table. (ER# 269111852)

To use the Detail\Date condition on Oracle RDBMSs, you must define the BEGIN_SQL universe parameter to prevent the display of error messages about incompatible data types in custom reports that employ the condition.

In Designer, define this parameter as follows:

1. On the File menu, select the Parameters menu item. The Universe Parameters window opens.
2. On the Parameters tab, select the BEGIN_SQL parameter, set its value to the following, click Replace, and click OK
:

ALTER SESSION SET NLS_TIMESTAMP_FORMAT='DD-MM-RR HH24:MI:SS'

3. Save the universe and export the changes to the BOE repository.

Note: None of the Interactive Insights for iWD reports use this condition. (ER# 268476301)

In order for the From Hour and To Hour prompts in reports to function properly given a MySQL RDBMS, you must alter the SQL statement that defines the underlying hour_lov list of values to replace INTEGER with UNSIGNED.

To accomplish this in Designer:

1. Open the properties of the Hour dimension in the Time class.
2. On the Properties tab, click Edit to open the Query Panel.
3. On the toolbar, click the SQL button to open the SQL Viewer, change the SQL statement to the following, and click OK to close the Viewer.

select cast(VALUE as UNSIGNED)
from GI2_CONSTANTS
where TYPE='HOUR'
order by 1

4. On the Query Panel, click Save and Close.
5. Click OK to save and close the measure's properties.
6. Save the universe and export the changes to the repository.

(ER# 268389344)

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Discontinued Support

This section documents features that are no longer supported in this software. This cumulative list is in release-number order with the most recently discontinued features at the top of the list.

There are no discontinued features with this release.

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Internationalization

Information in this section is included for international customers.

There are no known internationalization issues.

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Additional Information

Additional information on Genesys Telecommunications Laboratories, Inc. is available on our Technical Support website. The following documentation also contains information about this software. Please consult the Deployment Guide first.

• The Genesys Interactive Insights 8.0 Deployment Guide describes how to install Interactive Insights and silently install BusinessObjects Enterprise XI 3.1 on Windows and UNIX platforms.
• The Genesys Interactive Insights 8.0 Universe Guide describes the Interactive Insights reports and each element of the universe.
• The Genesys Interactive Insights 8.0 User's Guide describes how to customize the Interactive Insights universe and reports to perform extended functions.

Product documentation is also provided on a Documentation Library DVD, which is produced monthly. The New Documents on this DVD page on the DVD indicates the DVD production date. Because the DVD is produced monthly, documentation on the Technical Support website may be more up-to-date than that on the DVD. To verify the latest version of a document, check the version number, located on the second page in PDFs and on the "About This File" topic for Help files.

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