Release Notes - Genesys Cloud Historical Adapter v2.9

Overview

A new module, QueueHistory_Job, is introduced in this version as an alternative to customers processing QueueHistory module with huge workload. Both modules will provide the same queue performance details but QueueHistory_Job will use an API (/api/v2/analytics/actions/aggregates/jobs) without any response limit (Error Code 400) to consider.

This release also includes the Genesys Historical v2.7.2 fix.

Product Enhancements

• ESD-3980 Convert Time-based Metrics to Seconds in CallSegmentHistory - All time-based metrics in CallSegmentHistory will be expressed in seconds for consistency with other modules. Currently, the module onboards these metrics in milliseconds.

Open

• ESD-3996 Discrepancy w/Genesys Data for RCC IND General Board - A new module is created which is similar to QueueHistory but uses the Jobs API to poll. QueueHistory_Job will be an alternative for customers processing huge queue performance details.
  This module will have its own index named queuehistory_job
  Adapter config: modules = QueueHistory_Job

Open

Bug Fixes

• Onboarding failed due to a logging error - When running AgentHistory with huge workload, it is recommended to configure NumberOfRowsToOnboard (eg. 2000) with lower value to avoid onboarding issues.
  Adapter config: NumberOfRowsToOnboard = eg. 2000

• UpdateGroups adapter instance error due to duplicate entries on AgentGroupHistory table - Index should be able to handle duplicate entries in AgentGroupHistory table when running.
  Sample of duplicate record in db:

• Queue Observations bug - Index polls 100 interactions per batch causing MaxWaitTime value to be incorrect when there are more than 100 interactions on queue. It should now be corrected for queues with 101 or more waiting interactions of a specific media type.