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.
Best Answer
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.