Release Notes - Genesys Cloud Historical Adapter v2.4

Owned by Arielle Kaye Odeste
Dec 15, 2021
3 min read

Overview

Version 2.4 of Genesys Cloud Historical Adapter includes enhancements and bug fixes.

Product Enhancements

  • New WFM fields - A new field named Published has been added in the Work Force Management (WFM) indexes AgentSchedule and AgentScheduleDetails. This field will hold binary value of TRUE or FALSE. This field will hold value as TRUE for the most recent record for an agent in a work schedule. This field will hold value as FALSE for all older records for an agent in a work schedule. The field is being introduced to separate the most recent data pertaining to work schedule of an agent from the historical work schedule-related data.

  • Caching mechanism - A caching mechanism has been introduced in WFM adapter instances so that a cache file will be created specific to each of the WFM indexes. This file will be used to compare the most recent record that exists in the index for a particular agent in the work schedule with the incoming record for the same agent in the same work schedule. The comparison will identify possible duplicate updates from Genesys Cloud WFM module and reject them, thereby ensuring the WFM indexes in eMite do not have duplication of WFM records.

  • Cache lookup and library classes - Enhanced performance of the adapter in terms cache file-based lookup by replacing List Collection set with Dictionary Collection set in WFM indexes. In addition, cache library classes have been optimized.

  • New WFM index - Added ManagementUnitId in AgentSchedules index of WFM module.

  • New AgentPresenceHistory fields - Added ININ-Correlation ID and Poll-date as fields in AgentPresenceHistory index. ININ-Correlation ID captures a unique identifier from Genesys that gives visibility to a particular record that the ININ-Correlation ID is linked to on Genesys Cloud. Poll-date captures the date on which a particular record was polled into the index.

  • Configuration parameter - A configuration parameter EnableAgentScheduleHistoricalData has been included in WFM Adapter configuration page to switch ON/OFF two features that are part of this release. The two features are:

    • Addition of Published field in WFM indexes.

    • Caching mechanism for comparison of WFM records.

When EnableAgentScheduleHistoricalData is configured to TRUE, both features will be enabled. This means that the new field Published will be added in indexes and possible binary values (TRUE/FALSE) will be populated. Similarly, a comparison of WFM records using cache file will be done to check for duplicates.

When EnableAgentScheduleHistoricalData is configured to FALSE, both the features will be disabled. This means that for a customer who had never enabled this parameter before the indexes will remain as is today, and for a customer who had enabled this parameter before but has disabled now, the Published field will remain but will be populated with null value. Similarly, WFM records will not be compared using cache file.

The configuration has been introduced to provide customer with option of comparing historical and forecast data of Agent Schedules in WFM.

Bug Fixes

  • Fixed two bugs that were leading to data being missed when onboarding into the indexes. The fixes are:

    • Added a fix to re-authenticate when API calls to Genesys Cloud returns Error 401.

    • Added a fix to retry when API calls to Genesys Cloud returns Error 500.

  • Fixed a bug that was caused by a new use case that required handling API responses where expected key-value pairs were not sent. The fix will ensure that valid data in the API response will be processed by the adapter after skipping the invalid ones.