Release Notes - Genesys Cloud Historical Adapter v2.11

Overview

This version features a number of improvements on Genesys Cloud Historical adapter:

• Ingestion of message media type to agentobservation index

• Additional indexes on agentschedule cache for better performance

• Regular update of SavePoint on CallSegmentHistory_Job

• Implementation of AgentStateHistory_Job

Product Enhancements

• ERFE-168 Add Message media type metrics to Agent Observations - Agents interacting with message media type is reflected in agentobservation index.
  Corresponding metrics are also included.

Open

Agent answering the interaction

Open

Agent ending the interaction

On Genesys, same details are found

• ESD-7465 Optimize AgentSchedules Caches - To manage huge agentschedules cache and to prevent error: "Execution Timeout Expired.", indexes are added to AgentSchedule tables.

The particular tables and columns to add indexes are:

1. History_AgentScheduleDetails 1

   • ShiftStartDate

   • ManagementUnitId

2. History_AgentScheduleDetails 2

   1. AgentId

   2. ManagementUnitId

   3. CacheInsertDate

3. History_AgentSchedules

   1. ScheduleDate

   2. ManagementUnitId

• Improve Identification of SavePoint on CallSegmentHistory_Job - Adapter save point gets updated whenever Jobs API complete its polling. This reduces the risk of restarting at MinDate or repolling again when polling process has been interrupted.

Complete onboarding

• ESD-6159 Recurring error on AgentStateHistory adapter - For use case where MaxDaysPerPoll and MaxUserPerPoll configurations cannot handle the 100k limitation on PostAnalyticsUsersDetailsQuery, users have now the option to use AgentStateHistory_Job. This new index finish faster compared to AgentStateHistory in terms of bulk onboarding

modules = AgentStateHistory_Job

Bug Fixes

• ESD-7601 Duplicates in AgentHistory for the Answered Metric - Dissociate EnableDivisions config from agenthistory index to prevent the adapter from grouping data into division when DivisionId is not even part of the index’s KeyId composition.

To confirm uniqueness, tAnswered count matches between queuehistory and agenthistory on the same date range.

• ESD-6923 ScheduleAdherence Cache Error - Since there are agents belonging to several groups, Group column in Lookup_ScheduleAdherenceException table increased capacity to accommodate 1000 characters.

• ESD-7166 Missing Evaluations in Qualityhistoryraw - Qualityhistoryraw skips the record with issue and continues to poll within the MaxDaysPerPoll interval

MaxDaysPerPoll = 7
<Jun 1, 2024- Jun 7, 2024> - contains issue, will complete first before proceeding to next
<Jun 8, 2024- Jun 14, 2024>

• ESD-5430 Recurring error on WriteAgentQueues - WriteAgentQueues handles Status Code 0 response from the API calls. This occurs due to connectivity issue.

• Encryption Issue in PC2 - In relation to SOC2 audit, Secret/UserName values are required to be encrypted. By default, OAuths are visible on schema page. And these can be encrypted via toggle button. When enabled, adapter also recognizes these values are encrypted.

• Missing DivisionId in KeyId Composition - ANIHistory, EmailHistory - KeyIds for ANIHistory and EmailHistory include the DivisionId in their indexes.