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How It Works

How Predictive Routing works

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Release Notes

Predictive Routing functionality changes are documented in the following Release Notes:

Predictive Routing Release Note for Genesys Multicloud CX- provides model building and training, agent scoring, performance monitoring, the GPR web application, and the GPR API.

Data Loader Release Note- used to upload data automatically from Genesys Info Mart and manually from user-prepared CSV files.

URS Strategy Subroutines Release Note- a set of subroutine files to be incorporated into an existing Routing strategy.

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Install and Config

The Deployment and Operations Guide explains how to install and configure the Genesys Predictive Routing (GPR) Data Loader and URS Strategy Subroutines components. The Deployment and Operations Guide contains the following information:

• System requirements, Architecture, Sizing

• Data Loader deployment

• Integrate with Genesys Routing and Reporting

• Monitor logs

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Help File

The Predictive Routing Help explains how to use the GPR web application.

• Manage accounts, users, and roles

• View uploaded data

• Create, train, and test predictors and models

• Assess GPR performance