Draft: GPR/9.0.0/Deployment

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Article Description
Article Description
Appendix: Supported Encodings
Database Maintenance This topic provides recommendations for keeping your MongoDB database up-to-date and working correctly. It includes sections covering the following:
Deploy the URS Strategy Subroutines Genesys Predictive Routing (GPR) provides subroutines components that are integrated with your Genesys Routing solution. The subroutines are placed within an existing strategy, where they add agent scoring and best-match functionality that enables you to fine-tune the routing of a specific interaction to the agent who can best handle it, based on the KPIs you want to optimize.

This topic explains how to use the pre-configured strategy subroutines with Interaction Routing Designer (IRD) and Universal Routing Server (URS). This topic includes the following information:

For information on how to deploy the Composer Subroutines, see Composer, Orchestration Server (ORS), and URS.

GPR Glossary Terms (Internal Use-Not for Publication)
Handling Personally Identifiable Information in Compliance with General Data Protection Regulation (EU) Genesys Predictive Routing (GPR) provides you with ability to do the following actions, in compliance with GDPR requirements:
  • Export Personally Identifiable Information (PII)
  • Remove PII ("Forget me")
GDPR compliance is fully managed by the client. GPR provides the necessary endpoints, but compliance requires you to perform the steps required to locate and remove PII.
  • For additional details, refer to the START_WIDGET85561f3fa4c2ab20-181END_WIDGET (access requires a password; contact your Genesys representative for assistance).
How Does GPR Score Agents?
Install and Configure Predictive Routing
Integrate with Genesys Routing Genesys Predictive Routing (GPR) provides two packages of subroutines that integrate into your Genesys routing environment. They perform the agent scoring and best-match selection functions, enabling you to fine-tune your routing to take advantage of the rich data on agents, customers, and interactions available to you in your environment.
  • To understanding routing interaction flows and how interactions are selected using GPR, see Routing Scenarios Using GPR.
  • The two subroutines options are the following:
    • URS Strategy Subroutines - for environments routing with Universal Routing Server (URS) and Interaction Routing Designer (IRD).
    • Composer Subroutines - for environments designing routing flows with Composer/Orchestration Server (ORS).

The Composer Subroutines extend the functionality of the URS Strategy Subroutines so that you can use Composer and ORS to manage your routing. However, they are a wrapper around the URS Strategy Subroutines, not an entirely separate set of subroutines. As a result, they require that you also install URS and IRD.

Operations: Updating, Maintenance, Logging, Troubleshooting
R—AI Core Services Monitoring and Logging

NOTE: (from Peter Comb) If we can get the top 2-5 messages for:

  • Loading data set
  • Applying schema
  • Generating predictor
  • Etc etc
    will expedite troubleshooting

Also from Peter: "Can we get a table in the docs that details for each functionality where it will appear in the logs - we now have at least 6 log files, and I am unclear when working with Datasets, Predictors, Models, reports, and so on where I should look for activity about that functionality."

R--Agent State Connector Monitoring and Logging The following sections offer ASC-specific operations and user information.

You might also find the ASC-specific section of the following page helpful:

R--Deploy Agent State Connector Agent State Connector (ASC) connects to Configuration Server and (in release and higher, optionally) to Stat Server. It retrieves changes to Person and Agent Group configuration objects and updates to agent login data. It sends that information to the AI Core Services (AICS), which uses it to update agent profiles, agent availability, and (optionally) agent statistics.

Deploying ASC has three main phases:

A substantial rearchitecture of ASC in release 9.0.016.xx is reflected in this topic in the following ways:

  • The Application configuration section is the same in both versions for the most part. The instructions for each tab note any differences in how you should configure the tab.
  • The installation instructions are entirely different depending on your release. To install ASC correctly, click the link for the appropriate release instructions.

If no release number is specified, the information applies to all releases.

Environment Assumptions
The instructions in this section assume that you are creating new Application objects under the Environment folder, in either a single-tenant or multi-tenant configuration environment. To create Application objects under a particular Tenant folder in a multi-tenant configuration environment, replace the word Environment with the name of your Tenant folder in the configuration instructions.

In a multi-tenant environment, configure one ASC instance for each Tenant.
R--Deploy AI Core Services on a Single Host AI Core Services (AICS) is deployed using Docker containers on hosts running Docker Service. It is required that you deploy Docker Service in your environment, and Genesys provides the AICS installation file, which includes the multiple Docker images packaged as .tgz files. These images are loaded to the Docker Engine during the installation phase and are started in the desired pattern to ensure services are configured properly.
The instructions on the majority of this topic are intended only for new deployments. In particular, do not run the start.sh -l script if you have an existing version of Predictive Routing running in your environment. It will clear all existing data from your database and would result in data loss. To upgrade an existing deployment of Predictive Routing, following the instructions in Install into an Existing AICS Deployment.
R--Deploy in High Availability Environments All Genesys Predictive Routing components support high availability (HA). However, HA is configured differently for each component:
  • AI Core Services (AICS) uses a multi-server architecture. It can be installed at a single site, or in a multi-site architecture. Genesys recommends that you install AICS on three or five servers. More servers mean higher availability: with three servers, the system can survive the failure of only one machine; with five servers, the system can survive the failure of two machines.
  • AICS and ASC release 9.0.016.xx and higher are installed in Docker containers. Genesys does not ship Docker, only the containers. You must install Docker in your environment before you can load the AICS and ASC containers.
  • You might need an active internet connection to download additional libraries when installing Docker.
R--Deploying the Composer Subroutines Genesys Predictive Routing (GPR) provide subroutines components that are integrated with your Genesys Routing solution. The subroutines are placed within an existing Composer workflow, where they add agent scoring and best-match functionality that enables you to fine-tune the routing of a specific interaction to the agent who can best handle it, based on the KPIs you want to optimize.

Genesys Predictive Routing provides pre-configured subroutines for use with either:

These strategy subroutines are static strategies, that is, they run automatically once they have been set up. They respond to configured conditions without needing ongoing adjustments.

  • If you would like to evaluate Genesys Predictive Routing for use with schedule-based routing (using Genesys Workforce Management), service-level routing, or business-objective routing, contact Genesys Professional Services for a review of your routing environment.
  • For descriptions of how the subroutines handle agent-surplus and interaction-surplus scenarios, see Interaction Flows.
R--Quick Start To use Genesys Predictive Routing (GPR), you'll need to install and configure the following products and components:
R--System Requirements and Interoperability Genesys Predictive Routing (GPR) includes several components. This topic provides an overview of the prerequisite hardware and software required to run each component.

It also includes an Interoperability table, showing which versions of the Genesys components required to run an end-to-end GPR solution are compatible.

In addition to the prerequisites noted here, see the Genesys Supported Operating Environment Reference Guide, which provides operating system, database, and browser requirements information for most Genesys products.
Routing Scenarios Using GPR
R—Introduction to Key Third-Party Software This topic provides a brief introduction to the third-party products deployed with AICS. It explains their functionality, highlights the ways they are used in GPR, and links to relevant pages within the third-party user documentation.
R—Start and Stop All GPR Components
Sizing Guide Use the Excel worksheet linked below to calculate hardware sizing guidelines for all GPR components in your environment. This sizing guide provides guidelines for simple single-server deployments, single-server HA deployments, and multi-server HA deployments.
Strategy Subroutines Monitoring and Logging
System Requirements, Pre-Requisites, and Planning

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