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  • 1.  AppFoundry Customer Insights

    Posted 09-27-2023 16:37

    Has anyone run the "Customer Insights" from AppFoundry?  I have dual running both on West and East org and both have taken over 24hours for very small accounts.  Curious if anyone has installed/run the insights and has a timeframe of when the processing is complete?


    #Integrations
    #PlatformAdministration
    #QualityManagement
    #Reporting/Analytics
    #SystemAdministration

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    Benny Martinez
    Packet Fusion, Inc.
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  • 2.  RE: AppFoundry Customer Insights

    GENESYS
    Posted 09-29-2023 11:19

    Hi Benny,

    me and my team have built and are maintaining Customer Insights. Could you please send me your job id by email to presalesportaldev@genesys.com?
    You can find the job id by opening it and looking at the id on the bottom of the modal dialog:



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    Pierrick Lozach
    Genesys - Employees
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  • 3.  RE: AppFoundry Customer Insights

    GENESYS
    Posted 10-02-2023 05:15

    Benny,

    the issue should be fixed now. We had a few hung processes in AWS that caused new jobs to hang.

    We have tried to restart all jobs that failed. If your is still not completing, please restart it.

    We apologize for any inconvenience this may have caused.

    Pierrick



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    Pierrick Lozach
    Genesys - Employees
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  • 4.  RE: AppFoundry Customer Insights

    Posted 10-10-2023 17:00

    Hi Benny and Pierrick,

    We have found that we can no longer run the Customer Insights app since implementing Genesys' recommended IP Whitelisting on one of our customers orgs. 

    @Pierrick Lozach,

    Does Genesys have a date when this will be resolved?

    This is the screen we get when trying to load the Customer Insights from that org



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    Ellen Thompson
    NTT Australia Pty Ltd.
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  • 5.  RE: AppFoundry Customer Insights

    GENESYS
    Posted 10-11-2023 03:17

    Hi Ellen,

    Customer Insights runs in its own separate AWS environment and does not support static IP addresses at the moment. Therefore, it can no longer connect to your Genesys Cloud organization.

    Our current architecture does not support the use of static IP addresses. I will investigate with our team however I can't promise a quick fix for this.

    Thanks,
    Pierrick



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    Pierrick Lozach
    Genesys - Employees
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  • 6.  RE: AppFoundry Customer Insights

    Posted 10-11-2023 03:57

    Hi Pierrick,

    Thank you for your quick response on the issue we are seeing with the Insights app.

    That is disappointing but hoping there is a way that this can be resolved in the future.

    In the mean time, is there a way for Genesys to provide this report or content of the report for that org to us?



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    Ellen Thompson
    NTT Australia Pty Ltd.
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  • 7.  RE: AppFoundry Customer Insights

    GENESYS
    Posted 10-11-2023 04:11

    Ellen,

    no-one else can generate this report for you unfortunately as it needs to connect to your org (and no-one else can access it).
    The only workaround I can think of at the moment would be to temporarily disable the IP whitelisting on your org and let the Customer Insights report run. It usually only take a few minutes to run unless your org has lots of conversations.

    Pierrick 



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    Pierrick Lozach
    Genesys - Employees
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