Over the past few years I've heard things may start to move towards a more Event Driven data model.  I see this has happened in 2019 R3 with the Event Level IVR data now present in the PureConnect DB.  It was also explained this may be akin to taking messages from Notifier on all sorts of events and logging it to the DB.

Is this still the case?
And if so, would that mean that Agent Level Skill data/performance could be reported on?
#Ask Me Anything (AMA)

Yes, it is true that we are moving towards an event-driven data model, but it will be implemented differently than we had originally planned.  The new IVR data is detail level data driven by IVR activity in handlers.  It is stored in new tables in SQL Server (no Oracle support as of yet).

What we will do going forward is send PureConnect data to the Genesys Cloud for consumption by cloud-based AI services.  We have built a new conduit subsystem that listens to interesting Notifier messages, transforms them to our common cloud data model (not publicly published yet - since I know you will ask that ;) and then sends them to Genesys Cloud.  We are starting with Conversation events (Interactions in PureConnect-speak).  We will then add other events that support new WEM (Workforce Engagement Management services)

We won't be building a PureConnect-specific data pipeline as originally planned.  Yes, this will require a hybrid deployment for premise customers.

------------------------------
Greg Cole
Genesys - Employees
------------------------------

Original Message:
Sent: 09-24-2019 12:54
From: Trent Vance
Subject: Changes to Existing Data Model?

Over the past few years I've heard things may start to move towards a more Event Driven data model.  I see this has happened in 2019 R3 with the Event Level IVR data now present in the PureConnect DB.  It was also explained this may be akin to taking messages from Notifier on all sorts of events and logging it to the DB.

Is this still the case?
And if so, would that mean that Agent Level Skill data/performance could be reported on?
#Ask Me Anything (AMA)

------------------------------
Trent Vance
Avtex Solutions, LLC
------------------------------

You know me too well, my friend.  I would have definitely asked for access or implementation instructions. ;-)

That said, sounds exciting to me.  As long as I can get to it, the product-specific is secondary.  Thanks for the info!

Thanks, Trent.  I'd also like to add that the means for general consumption of the data sent to Genesys Cloud has not yet been worked out.  Data access will most likely be in the form of APIs, but the scoping of that work has not yet started.

------------------------------
Greg Cole
Genesys - Employees
------------------------------

Original Message:
Sent: 09-24-2019 13:16
From: Trent Vance
Subject: Changes to Existing Data Model?

You know me too well, my friend.  I would have definitely asked for access or implementation instructions. ;-)

That said, sounds exciting to me.  As long as I can get to it, the product-specific is secondary.  Thanks for the info!

------------------------------
Trent Vance
Avtex Solutions, LLC

Original Message:
Sent: 09-24-2019 13:06
From: Greg Cole
Subject: Changes to Existing Data Model?

Yes, it is true that we are moving towards an event-driven data model, but it will be implemented differently than we had originally planned.  The new IVR data is detail level data driven by IVR activity in handlers.  It is stored in new tables in SQL Server (no Oracle support as of yet).

What we will do going forward is send PureConnect data to the Genesys Cloud for consumption by cloud-based AI services.  We have built a new conduit subsystem that listens to interesting Notifier messages, transforms them to our common cloud data model (not publicly published yet - since I know you will ask that ;) and then sends them to Genesys Cloud.  We are starting with Conversation events (Interactions in PureConnect-speak).  We will then add other events that support new WEM (Workforce Engagement Management services)

We won't be building a PureConnect-specific data pipeline as originally planned.  Yes, this will require a hybrid deployment for premise customers.

------------------------------
Greg Cole
Genesys - Employees

Original Message:
Sent: 09-24-2019 12:54
From: Trent Vance
Subject: Changes to Existing Data Model?

Over the past few years I've heard things may start to move towards a more Event Driven data model.  I see this has happened in 2019 R3 with the Event Level IVR data now present in the PureConnect DB.  It was also explained this may be akin to taking messages from Notifier on all sorts of events and logging it to the DB.

Is this still the case?
And if so, would that mean that Agent Level Skill data/performance could be reported on?
#Ask Me Anything (AMA)

------------------------------
Trent Vance
Avtex Solutions, LLC
------------------------------