Genesys and Call Concentrator Brio 1

[avgindyguy]

Probably not the right place to post this but it is a start. We are getting ready to deploy Genesys and we have purchased what is called a call concentrator server. Basically what I am being told is that is a data storage server, in other words a database that stores records from Genesys and other areas. Problem is that in order to run reports from it Brio must be used. Brio, well that is totally new to us. Is Brio much like Crystal Reports? In other words can I just install some Brio Report GUI on my desktop, access the server and perform queries so I can produce reports? Also, what training for Brio would be good to attend? I am by no means a programmer, network and telecom design for the most part, so this is new to me. Any help would be appreciated

 

[kublait]

Brio is very much like a Crystal Reports. Genesys has three reporting components. One real time and two historical. The historical are the CCAnalyzer and the CConcentrator.
The CCAnalyzer is more of historical summary data. For example it'll provides the data for how many calls were offered, handled, and abandoned, including asa, service level, aht, etc...based on an acd queue, virtual queue or a group of agent.
CConcentrator will provide data more related to the life of a particular call. Such as when the call came in, the call's ani, the call's dnis, which agent handled the call, what happen during the call and when the call ended.
You'll need to install a Brio Client on your machine then create a ODBC connection to the database, then create a Brio connection file (oce) to use the ODBC connection to access the database. Once you've access the database the tables and views are similarly represented as in Crystal Report. You then create your joins and queries. If you want to automate the delivery of the reports you'll need to install the Brio Broadcast Server. If you want your users to run queries when they want then you'll need to install the Brio On Demand Server.
Check out the Brio site for some of the classes that are offer -

http://www.hyperion.com/services/ed...+America&product=Hyperion+Intelligence+(Brio)

-I believe the classes are geared toward what your role will be. I hope that helps.

 

[avgindyguy]

Man that is great, thanks for the help. That is exactly what I was hoping for.

 

[Gimpie]

Having Just completed the Genesys course which covered Brio and Call Concentrator, I was able to discuss in length the merits of actuall using Brio and CCon with the instructor.

The conclusion was that although Brio will do the job for reporting against CCon it is way less than ideal, and the unofficial reccomendation that there was agood reason why most of the Genesys customers actually use apps such as Crystal Reports. Read into that what you wish.

 

[kublait]

Gimpie - Can you share some of the discussion and the reasons why most customers prefers Crystal Reports over Brio? The last time I used Crystal Reports was over four years ago and from what I'd seen Crytal and Brio are relatively similar. What are the shortcoming of Brio and CConcentrator? What are your thoughs regarding CConcentrator? My experiences have been mainly with CCAnalyzer rather than CConcentrator and would like to hear your perspective regarding CConcentrator.

 

[martinengo]

Help! Help! Help!

I need to buid some reports with Brio on Genesys Call Concentrator for the first time.
Do you know if there are some templates?
Which tables do I have to consider to obtain call number, average talk time and so on related to a specifical attached data?

I'm really in short time, so I will appreciate your help.

Thanks.

 

[kublait]

Martinengo,
To the best of my knowledge there are no reporting templates for CConcentrator as there are for CCAnalyzer.
Essentially CConcentrator have three categories of data - Call Details, User Data, and Associated Records.

Call Details data provides information such as what time the call originated at which DN, the number the customer dialed from, how much time the call waited in queuebefore being routed, and what agents handled the call at what time... These data are stored in the GCDR and SCDR tables.

User Data are the key-value pairs of attached data for one or more call legs. Any key-value pairs attached to a call leg are stored in the record(s) associated with that leg of the call. The data are stored in the EVREF, EVDATA, EVREFEX, and GDATAEX tables.

Associated Records contains data about your contact center resources that might be relevant to the call and are stored in the AREC table.

Here are the tables' decription:

GCDR(Global Call Details Records) - Stores one record per customer interaction, references by the ConnID.

SCDR(Single Call Details Record) - Stores one records per leg of each call. Store details in multiple recods enumerated by SCSequence and more detail obtained by SCallID.

EVREF(User Data Reference) - Stores records that associate EVDATA and SCDR records. Reference data stored in EVDATA.

EVREFEX(User Data Reference Extension) - stores one record per call leg including(if configured) any attached data to the call during that leg. Contains the same information as EVREF except that it also contains user data associated with each entry.

GDATAEX(Global Data Extension) - Stores records that associate the ConnID with anything else (user-defined) such as attached data.

EVDATA(User Data Records) - Stores one or more records per call leg, depending on the amount of data attached. There will be seperate records for each key-value pair.

AREC(Associated Records) - Stores records about the states if agents and DNs in the contact center as they relate to particular calls.

This should help in building your queries. Keep in mind that CConcentrator is gear more toward reporting for a specific call or all calls relating to a particular customer. Whereas CCAnalyzer is gear more toward summary data for the contact center or a particular DN/VDN. Let me know if you need anything else. Good luck.

 

[MocaJava]

Hi Kublait

I'm new to this site. I have some experience with Crystal reports but I'm now aiming at using Brio and I have 2 questions:

1.Are u saying that CConcentrator is almost the same as a Call-by-call report in Symposium reporting?

2. Can u use Crystal reports on the Genesys platform?

Regards
Alastair

 

[kublait]

Hi Alastair,
I've heard of Nortel's Symposium but have never had the opportunity to work with it so I can't really give you an answer. As to your second questions, yes you can use Crystal reports on the Genesys platform.

Here are somethings to consider. Genesys and Brio are partnered so Brio comes bundled with the reporting module. And there are some vanilla templates in the CCAnalyzer portion. But you can use any reporting tool that you're comfortable with. However, keep in mind that if you encounter problems Genesys tech support are more likely to help you if you use Brio than if you use any other reporting tool. This was one of the primary reason why we switch from Crystal to Brio for our Genesys reports.

Hope that helps.

 

[PhilMyWallet]

I am trying to establish best practice etc, where Genesys software is concerned. If anyone is interested in this please let me know. I am currently working with Brio, CC Pulse, WFM etc.