The bug of the WFM DataImporter 5.1.6

Genesys Cloud WFM
1

Hi to Board.

We have suffered from importing the CV & AHT data generated

by the switch into the WFM dataspace. After analyzing the archive

files of our Oracle RDBMS server, we’ve noticed and realized

that the DataImporter corrupts the data streams to be imported.

Let me be more specific.

The CV (Call Volume) & AHT (Average Handle Time) data are

collected into the table, name ERA_ADHERENCE_CALLACT, which

has two triggers for INSERT and UPDATE, respectively. Well,

these triggers check the CALLACT_ID of the records (ie., the

datastreams) transferred by the DataImporter. If the CALLACT_ID of this record could not be found in the ERA_CALLACTS table,

the record would not be INSERTED/UPDATED. Thus, these triggers

are used to control whether the record transferred by the DataImp.

is valid, or not.

Therefore, because the DataImporter corrupts some records such that it adds some hex. char.s next to the CALLACT_ID, the trigger in question could not validate them.

As a solution, we offer you to implement your own and more reliable

DataImporter. (Trust me, we have done using PL/SQL).

Regards,

2

Thank you for the info. We’ve experienced the same problem earlier in the month. If only this info was available 2 or 3 weeks earlier, it would have saved us a mountain worth of money we had thrown to our consultant to look into it!

3

Anyway, if anything i can help you, please tell me.

4

David,

Do you think it would be possible for you to show how you implemented your own DataImporter with SQL?

Did you have the same problem with 6.1 release of WFM? Why are you still using 5.1.6? Looking through the release notes, there are billions of problems with that release which were fixed in 6.x versions. My main problem was the scheduling algorithm which managed to sometimes simply NOT to schedule the agents for no particular reason.

Unfortunately, even though there seem to be some improvements in overall WFM performance, Genesys did not do anything about its GUI, which still reminds me of my first science fair project I did a while back on my trusty Apple II Plus. :slight_smile:

How close do you find your predicted results to the actual ones?

5

Hi Vic,

I could not publish the PL/SQL code in question, because someone

has reported this message to Genesys side. Because of some side

effects of this action, I don’t wanna get into trouble.

Anyway, if you write me personally, then I can help you about

the logic behind my sourcecode.

Regards,