New Reporting Project

Hello Everyone,

I’m thinking about starting an ‘open source’ MIS reporting project for Genesys. You’ll still need CCA, Infomart etc to collect the data but this project will be extract and present the data. Think of it as a replacement in one for Brio\Hyperion and an alternative to using Business Objects for Infomart.

Here are some of the main guiding principles i’m thinking off:

• Based on a mature open source MIS product
• Report files freely downloadable.
• Report source code is freely modifiable
• Hosted here on the Forum (is this OK Vic?)

Basically it would permit you to implement a free and flexible MIS system unencumbered by licensing restrictions\costs.

What does everyone think?

Wyn

I’m in…

Assuming we’re thinking of using Jasper?

T

Shhhhhhh… I’m still evaluating it.

I already did - a bit sticky though - not sure it likes data tables from different databases, since it only seems to connect to one data source at a time… if your cfg is seperate from your mart…

T

WYN!!!

…so…?

T

How about some groundwork… or some definitions…?

Aims?
Naming Conventions?
Objects?
Stats?
Aggregatiions?
Report Types?

I’m brimming with them, today…!

T

Wow Tony (have you been drinking the Red Bull again)? ;D

(sorry I’ve been a little busy on my Manhattan Project for Genesys ;))

My plan is to start by cloning some of the Brio\Hyperion canned reports using JasperReports http://jasperforge.org/. This would naturally develop the naming conventions etc

Wyn

I would happily support any project that would mean giving something better than Brio / Hyperion.

Okay… how about:

AIM: “To provide an alternative means of volume reporting from the Genesys Datamart, using standardized open source tools and methods”

Using JASPER to provide out of the box (“canned”) reports for:

SQL
Oracle

Object coverage:

(All or Selected) Agents
(All or Selected) Agent Groups
(All or Selected) Route Points
(All or Selected) (Virtual) Queues
(All or Selected) Skills

Stat Coverage:

Dependant on Objects(!)

Aggregations:

NOAGG (15 Minutes)
HOURLY
DAILY
WEEKLY
MONTHLY
QUARTERLY
ANNUAL

…is this a good start?

T

AIM: "To provide an alternative means of volume reporting from the Genesys Datamart, using standardized open source tools and methods"

AIM: “To provide an alternative and customisable means of volume reporting from the Genesys Datamart, using standardized open source tools and methods”

Of course!

How about these, for starters…?

Agent/Agent Group:

Volume Totals: N_Inbound, N_Outbound, N_Internal, N_Transfers_Out, N_Transfers_In, N_Consult and N_Unknown, N_Inbound, N_Outbound, N_Internal, N_Transfers_Out, N_Transfers_In, N_Consult, N_Unknown, N_Wait, N_Ringing, N_Hold and a number of pre-defined KVP/Filters

Time: Total_Login_Time, Total_Work_Time, Total_Talk_Time, Total_Talk_Time_Inbound, Total_Talk_Time_Outbound, Total_Talk_Time_Internal, Total_Talk_Time_Consult, Total_Talk_Time_Transfer_Out, Total_Talk_Time_Transfer_In, Total_Time_Unknown, Total_Hold_Time, Total_Ringing_Time, Total_Dial(l)ing_Time and Total_Wait_Time and a number of pre-defined KVP/Filters

Route Points:

Volume Totals: N_Entered, N_Abandoned, N_Answered, N_Distributed, N_Abandoned_Ringing, N_Unknown and a number of pre-defined KVP/Filters

Time: Max_Time_To_Answer, Max_Time_To_Abandon, _Max_Time_To_Abandon_From_Ringing, Total_Time_To_Answer, Total_Time_To_Abandon, Total_Time_To_Abandon_From_Ringing and a number of pre-defined KVP/Filters

Queues:

Volume Totals: N_Entered, N_Abandoned, N_Answered, N_Distributed, N_Abandoned_Ringing, N_Unknown and a number of pre-defined KVP/Filters

Time: Max_Time_To_Answer, Max_Time_To_Abandon, _Max_Time_To_Abandon_From_Ringing, Total_Time_To_Answer, Total_Time_To_Abandon, Total_Time_To_Abandon_From_Ringing and a number of pre-defined KVP/Filters

Skills:

As for Agent/Agent Groups

?

T

Tony,

You just volunteered to be the documenter!

Good list to start with. I think I’ll attack the Queues report first.

Wyn

The use of subreports allows connecting to alternative datasources ;D

Had we thought about Call Concentrator - AREC, SCDR, QINFO? …and perhaps LOGIN…?

Too much..?

T

Tony,

I’m certainly getting my head around Jasper Reports and it’s almost too flexible… I’m getting close to finishing a Q report. ;D

The number one priority is a replacement for the CCA canned reports. Thereafter the options are (in no specific order):
(1) Infomart reports
(2) Call Con reports
(3) ‘Other’ reports\uses - I’m thinking dashboards for supervisors, dashboards for agents and the big idea a dashboard suitable for plasma\LCD screens to replace wallboards.

Have I missed anything?

Wyn

(3) is, like, real time reporting (or near to it) - do we want to go there..?

T

Near time reporting - why not? Just because Genesys don’t generally offer it doesn’t mean its a bad idea.

Yes but - no but -

Informiam and CCPulse+ are in contention, then…?

T

I’ve completed the first report for Queues\VQs using Jasper Reports attached as a PDF. Before I publish the JRXML (source-code) for v1.0, have I missed anything important?

Wyn

I’ve tweaked the report a little so here is the source code (.jrxml in the zip file) and an export of a run report as .pdf

It’s designed to point at your Queue data in Datamart. To open it, go to www.jasperforge.org and download iReport and have a play with it.

I think the next thing for me to do is to write a ‘Dummies Guide’ to getting this report working.

NOTE: There is nothing malicious in the code but just in case you manage to mess up your environment, I take no responsibility for any consequences.

Wyn