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Former Member

Getting interaction details from genesys infomart

Oct 31, 2016 at 06:36 PM | 58 Views

I have a Genesys implementation which handles, voice, email and chat interactions, these interactions are saved into a MSSQL 2008 DB called the INFOMART, which supplies the information I use for the web Intelligence platform, I'm trying to generate a report to check for a customer;s phone number, and check for all the interactions under that number and it's technical solution.

SAP Knowledge Acceleration, version for SAP BusinessObjects Web Intelligence
Business Objects Intelligence Manager
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    Former Member
    Oct 31, 2016 at 08:44 PM

    it turns out the view for interactions in the infomart INTERACTION_RESOURCE_FACT_GI2, takes about and hour to receive information from the aggregation servers, so my Report was correct just not updated, the field I was querying for is SOURCE_ADDRESS, to identify the callers number, beware the interaction will only be saved if the interaction is accepted.

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