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Overview

Version 2.7 of Genesys Cloud Historical Adapter includes enhancements and bug fixes.

Product Enhancements

  • Ability to filter by role and email - Users can now view the role and email of the agent in Agent and Call segment indexes, and can filter by both role and email when displaying data from the following indexes: AgentHistory, AgentObservation, AgentStatehistory, AgentPresenceHistory, and Call Segment.

  • Collection of PII data in the eMite databases is now limited - Fields like ANI that are received in the Genesys Cloud API response can be restricted from being onboarded onto the indexes now. In addition, the adapter is enhanced to look through the data and restrict onboarding of specific part of the data while retaining the structure of data. For example, if the data (value) returned when onboarding a particular field is “voice123456Dec2021” where 123456 is sensitive PII data, the adapter shall be able to onboard the data but after removing 123456.

  • Ability to filter historical data by custom attributes (participant data) -

    • Example 1: Ability to report on the number of calls currently waiting in queue with the Account Name.

    • Example 2: Ability to report on the number of agents currently interacting on conversations with a specific Account Name.

  • Poll intervals are configurable by up to an hour now (e.g MaxHoursPerPoll) - Previously, ConversationMediaEndpointStats and ConversationRecordings were reaching the pagination limit on PostAnalyticsConversationDetailsQuery even when MaxDaysPerPoll was set to the minimum of 1.

Bug Fixes

  • Fixed ArgumentNullException when running Adherence modules for Genesys Cloud Historical Adapter.

  • Fix for the inaccurate computing of customer wait time. Summing of tIVR and tACD were not accurate due to gaps between segments returned by Genesys API.

  • Fixed unknown errors in Queue Observations module leading to failed onboarding. When GC Historical adapter onboards QueueObservations data, no data were onboarded.

  • Fix for metrics not reporting accurately. There was a discrepancy between eMite and Genesys metrics.

  • Fix for the discrepancies between Agent Reviewed and Acknowledged Evaluations vs Agent Read Field values.

  • Fixed data updates issues with MOS and % Recording data from eMite for regular reporting.

  • eMite Agent Presence Data missing or incorrect on a few eMite dashboards.

  • Fix for AgentSchedule Data not populating even though the data was showing in logs.

  • Fix for Abandoned Calls – Details DB were showing zeros despite there were some abandoned calls.

  • Fix for Inability to view eMite data older than 90 days.

  • Fix for blank data in Interaction Details and Wrap Up OOTB Dashboards, and error in Adherence Details OOTB Dashboards.

  • Fix for monitoring in Genesys Cloud were showing with the SegmentType OutdatedSdkVersion in eMite.

  • Fix for eMite (Adherence Exception in ScheduleAdherence History) keeping data that are already marked as not an exception after updates were made on agent schedule.

  • Fix for QualityHistory stops processing when it encounters a user without a Group.

  • Fix for time zones error that is caused when certain time zones are used by any ManagementUnit.

  • Fix for Post Interaction Issue - Secure Call Tag. Genesys and SalesForce were receiving the survey data even when the calls were tagged with secure call tag which should stop recording of DTMF tones.

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