Integrate with Genesys Reporting

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This topic is part of the manual Genesys Predictive Routing Deployment and Operations Guide for version 9.0.0 of Genesys Predictive Routing.
Feature coming soon

Genesys Predictive Routing (GPR) can supply a variety of information about routing outcomes for use by the Genesys reporting applications. GPR sends data for historical reporting in Key-Value Pair. This KVP data, which is stored in the Info Mart database, can also to be fed back into GPR to refine predictors. In addition, Stat Server sends this KVP data to Pulse for real-time reporting.

Related documentation:

GPR Reporting Data Flow

GPR Reporting Data Flow
  1. GPR data in the form of KVPs is attached to EventUserEvent TEvents.
    The UserEvent contains AttributeThisDN with a value of Route Point, which identifies where the strategy is executed and AttributeUserData, which holds a list of KVPs containing data about the interaction.
    This Route Point should also be specified in the vq-for-reporting option.
  2. Interaction Concentrator stores the KVP data in the Interaction Database (IDB), in the CUSTOM_DATA_S table.
  3. Genesys Info Mart gathers this raw data from IDB and prepares it for use in Genesys CX Insights historical reporting on GPR activity and performance.
  4. Reporting and Analytics Aggregates (RAA) further transforms the data in preparation for use by the presentation layer.
  5. Using Genesys CX Insights, you can create the following reports based on the GPR data. These reports are described in the Genesys Customer Experience Insights User's Guide:
  6. Using Pulse, you can access the Agent Group KPIs by Predictive Model and Queue KPIs by Predictive Model templates for real-time reporting. These templates are available from the Genesys Dashboard Community Center.
    NOTE: Because Place objects do not have a Logged Out status, unlike Agent objects, some discrepancies appear in the Logged In, % Ready, and % Not Ready statistics in the GPR Agent KPI template between reports run on the Agent Group object and the Place Group object. By default, the Place object takes the NotReadyForNextCall status. As a result, a Pulse GPR Agent KPI report on a Place Group object does the following:
    • Displays all places in the Place Group as Logged In and in Not Ready, even though the associated DN is not logged in.
    • If an agent is logged out from the associated DN, the status of the Place is changed to NotReadyForNextCall from WaitForNextCall.

In addition to the powerful Genesys Reporting solution, the GPR web application offers various reports and windows enabling you to Monitor trends and performance (described in the Predictive Routing Help).

The following topics provide in-depth information about how Universal Routing Server (URS) makes routing decisions when you are using Predictive Routing and how GPR scores agents in various scenarios. Use the material covered in these topics to inform your understanding about what data the KVPs described in this topic store and how to create the most useful reports from the available data:

Configure Historical Reporting

Genesys Info Mart release 8.5.014.19 or higher and later provides support for GPR reporting out-of-box in a Hybrid environment, with no additional configuration required on the Genesys Info Mart side. However, to send GPR data to Genesys Info Mart, as well as to see GPR data in Genesys CX Insights reports, you need to modify the configuration of GPR, Interaction Concentrator, and Reporting & Analytics Aggregates (RAA, the aggregation engine hosted by Genesys Info Mart).
Tip
For general information about how Genesys Info Mart uses attached user data, see the Genesys Info Mart and Attached User Data section of the Genesys Info Mart Deployment Guide.
  1. Ensure that ICON and IDB have been deployed as Genesys Info Mart requires, and that ICON is connected to the T-Server(s) or SIP Server(s) handling the GPR interactions. For details, see Preparing Interaction Concentrator in the Genesys Info Mart Deployment Guide.
  2. Configure a DN for GPR reporting data.
    • Open Genesys Administrator Extension (GAX) and specify a DN to use with GPR. This DN can be a VQ DN, a Trunk Group DN, or any other recognized type, as long as you configure ICON to monitor it. The name of the DN is used inside URS strategy subroutines, so it should be meaningful and recognizable.
  3. Configure URS:
    • In the connections of your Universal Routing Server application, add the T-Server/SIP Server used to define the reporting Switch and DN in the GPR configuration. For example, GPR_Switch.
  4. In IRD, set up your routing solution to attach the required KVPs in UserEvents. For an example to guide you, refer to the GPRIxnCompleted subroutine provided with GPR.
  5. Configure Interaction Concentrator to store the GPR KVPs:
    1. Set the store-event-data option to all, the recommended setting in GPR deployments, or conf. This option controls which KVP data from AttributeUserData of EventUserEvent ICON stores in the G_CUSTOM_DATA_S table.
      • To simplify configuration in deployments where GPR data is extracted for reporting, Genesys recommends setting the [custom-states].store-event-data configuration option to all, which ensures that ICON stores all the UserEvent-based KVPs that Genesys Info Mart requires. However, be aware that setting store-event-data=all has performance and security implications:
        • Performance — Processing and storing a large number of UserEvent-based KVPs increases database resource requirements and can impact performance.
        • Security — Sensitive data (for example, credit card information) might be sent in UserEvents that are not used for reporting. Unlike the situation for call-based attached data, where the G_SECURE_USERDATA_HISTORY table is available to provide secure IDB storage, there is no secure IDB table parallel to G_CUSTOM_DATA_S that provides separate, secure storage for sensitive data.
      • If you set store-event-data to conf, use the following EventData options to specify which KVPs to store:
        • EventData=char,gpmVQDBID,char,gpmGlobalScore,char,gpmMedianScore, char,gpmAdjustedAgentScore,char,gpmVQGUID
        • EventData_1=char,gpmModelId,char,gpmMinScore,char,gpmDefaultScoreUsed, char,gpmTargetSize,char,gpmWaitTime
        • EventData_2=char,gpmAgentRank,char,gpmUse,char,gpmVQNumber, char,gpmRouteAttemptId,char,gpmPredictorType
        • EventData_3=char,gpmPredictorId,char,gpmScoreAboveMedian, char,gpmSuitableAgentsCount,char,gpmDefaultScoredAgents,char,gpmPredictor
        • EventData_4=char,gpmInitialScoreThreshold,char,gpmMessage, char,gpmResult,char,gpmMode,char,gpmCustomerFound
        • EventData_5=char,gpmSwitchName,char,gpmMaxScore, char,gpmDefaultAgentScore,char,gpmAgentScore,char,gpmAgentID
        • EventData_6=char,gpmAgentDBID,char,gpmModel,char,gpmGlobalScoreCount, char,gpmPriorityIncrement,char,gpmFinalScoreThreshold
        • EventData_7=char,CALLID,char,START_TS,char,ServiceType, char,CustomerID,char,context_id
        • EventData_8=char,gpmStatus,char,gpmRoutingMethod
    2. Ensure that you have added the T-Server/SIP Server corresponding to the DN you created earlier for GPR to the Connections tab of the Interaction Concentrator Application object.
  6. Configure GPR to attach KVP data by configuring the following options on the Predictive_Route_DataCfg Transaction List object:
    • send-user-event - Enables attaching the Predictive Routing-specific key-value pairs.
    • vq-for-reporting - Indicates the virtual queue or DN where URS sends the GPR user event data. The user event data, in the form of key-value pairs (KVPs), is attached to EventUserEvent in the AttributeUserData attribute. For the list of KVPs to be attached, see GPR KVPs for Genesys Reporting, below. The following KVPs are mandatory for data to be available for Genesys Reporting:
      • gpmResult
      • CALLID
      • START_TS
      • ADDED_TS
  7. Ensure that your deployment has been configured as required for Genesys Info Mart to support reporting on contact center activity in general. For a summary of the configuration requirements, see Enabling Reporting on Voice Activity in the Genesys Info Mart Deployment Guide.
  8. Enable aggregation of GPR data. (Required for Genesys CX Insights reporting or other applications that use RAA aggregation.)
    • In the [agg-feature] section on the Genesys Info Mart application object, specify the enable-gpr and enable-gpr-fcr options.
  9. Verify the reporting data chain. After a few interactions have been routed with GPR in an operational mode, verify that the required KVPs are being sent, stored, and used as expected:
    • Check the T-Server/SIP Server logs to verify that UserEvents are being sent with the required KVPs.
    • Check the ICON logs and the G_CUSTOM_DATA_S table in IDB to verify that ICON is recording the required KVPs.
    • Check the GPM_* tables in the Info Mart database to verify that Genesys Info Mart is correctly transforming the data.

For more information about configuring user data storage in Interaction Concentrator to work with Genesys Info Mart, see Important custom-states ICON Configuration Options and Configuration Considerations in the Genesys Info Mart Deployment Guide.

GPR KVPs for Genesys Reporting

The following table describes the KVPs that Genesys Info Mart uses to enable GPR reporting.
Tip
  • Use the Search box to quickly locate a specific KVP.
  • Although the Predictive Routing short name is GPR, the gpm* prefix shown in the table below is correct. It reflects an earlier name for the product.

KVP Description KVP Type Info Mart Database Target
KVP Description KVP Type Info Mart Database Target
ADDED_TS
 UTC timestamp, indicating the date and time when the record was added as inherited from the T-Server TEvent.
Default value: no default value
Valid values: any valid UTC timestamp

Note: This KVP is mandatory for Genesys Info Mart reporting.		 INT GPM_FACT.ADDED_TS
CALLID
 Value of AttributeCallUUID for the interaction.
Default value: a valid CALLID

Note: This KVP is mandatory for Genesys Info Mart reporting.		 CHAR(32) GPM_FACT.MEDIA_SERVER_IXN_GUID
CustomerID

Introduced: 9.0.016.00		 The GPRIxnCleanup subroutine takes this KVP from user data attached to the interaction, and passes it to the Genesys Historical Reporting solution in the EventUserEvent event. GPR does not generate this KVP. Postgres: varchar(255); Oracle: VARCHAR2(255 CHAR); Microsoft SQL: varchar(255)/nvarchar(255) IRF_USER_DATA_GEN_1.CUSTOMER_ID
gpmAdjustedAgentScore

Introduced: 9.0.015.00		 The final agent score used to route the associated interaction to the selected agent. This score is calculated from the gpmAgentScore combined with any agent occupancy factor.
Default value: 0
Valid values: any non-negative float value		 FLOAT GPM_FACT.ADJUSTED_SCORE
gpmAgentDBID
 Optional. The DBID of the agent to whom the interaction was routed.
Default value: no default value		 INT RESOURCE_.RESOURCE_CFG_DBID (referenced through GPM_FACT.RESOURCE_KEY)
gpmAgentRank
 The rank of the agents in the target group, based on agent scores sorted in descending order.
Default value: 0
Valid values: 0, any positive integer		 SHORT GPM_FACT.AGENT_RANK
gpmAgentScore
 The score of the agent to whom the interaction was routed.
Default value: 0
Valid values: any non-negative float value		 FLOAT GPM_FACT.AGENT_SCORE
gpmCustomerFound
 Indicates whether features from the customer record specified in the routing strategy were successfully retrieved from the Customer Profile schema uploaded to the AI Core Services and used to calculate agent scores.
Default value: unknown
Valid values: 0 (= No), 1 (= Yes), unknown		 Enum GPM_RESULT.CUSTOMER_FOUND (referenced through GPM_FACT.GPM_RESULT_KEY)
gpmDefaultAgentScore

Introduced: 9.0.015.00		 This default agent score for the associated interaction. The value is the outcome, for this interaction, of the setting specified in the default-agent-score configuration option.
Default value: 0
Valid values: any non-negative float value		 FLOAT GPM_FACT.DEFAULT_SCORE
gpmDefaultScoredAgents

Introduced: 9.0.015.00		 The number of agents assigned the default score for the associated interaction.
Default value: 0
Valid values: 0, any positive integer		 INT GPM_FACT.DEFAULT_SCORES_COUNT
gpmDefaultScoreUsed

Introduced: 9.0.015.00
  • 0 - The agent score for the associated interaction is taken from the scoring response returned by GPR.
  • 1 - The agent score for the associated interaction is calculated based on the value set for the default-agent-score configuration option.

Default value: 0
Valid values: 0, 1		 INT GPM_FACT.DEFAULT_SCORE_USED
gpmDeploymentType

Introduced: 9.0.017.00		 The URS Strategy Subroutines read the value for this KVP from the deployment-type configuration option, which is set once, when a new Predictive Routing account is initially configured.

Note: This KVP is not currently stored as a separate column in the Genesys Info Mart database. It can be accessed from the score_log file using the GPR API.


Default value: hybrid
Valid values: hybrid, cloud		 N/A N/A
gpmFinalScoreThreshold

Introduced: 9.0.015.00		 The final threshold value used to route the associated interaction to the selected agent. The routing strategy calculates the value from the configured score threshold combined with values resulting from any agent holdout options.
Default value: 0
Valid values: any integer		 INT GPM_FACT.FINAL_SCORE_THRESHOLD
gpmGlobalScore
 The mean score calculated for an interaction using the Global Model.
Default value: 0
Valid values: any non-negative float value		 FLOAT GPM_FACT.GLOBAL_SCORE
gpmGlobalScoreCount

Introduced: 9.0.015.00		 Describes the number of agent scores returned for an interaction using a GLOBAL model.
Default value: 0
Valid values: 0, any positive integer		 INT GPM_FACT.GLOBAL_SCORES_COUNT
gpmInitialScoreThreshold

Introduced: 9.0.015.00		 The initial threshold value used for the interaction, taken from the value set in the score-base-threshold configuration option.
Default value: 0
Valid values: any integer		 INT GPM_FACT.INITIAL_SCORE_THRESHOLD
gpmMaxScore
 The score of the best-matching agent in the target group.
Default value: 0
Valid values: any non-negative float value		 FLOAT GPM_FACT.MAX_SCORE
gpmMedianScore
 The median score for the target group of agents to which the agent who received the interaction belongs.
Default value: 0
Valid values: any non-negative float value		 FLOAT GPM_FACT.MEDIAN_SCORE
gpmMessage
 The message that displays when the Predictive Routing result reported in the gpmResult KVP is an error.
Default value: no default value		 CHAR(255) GPM_FACT.MESSAGE
gpmMinScore
 The score of the worst-matching agent in the target group.
Default value: 0
Valid values: any non-negative float value		 FLOAT GPM_FACT.MIN_SCORE
gpmMode

Modified: 9.0.015.00 - The value off was added.		 The mode in which Predictive Routing is operating, as specified by the prr-mode configuration option. For information about turning predictive routing off, see Turn Off Predictive Routing.
Default value: unknown
Valid values: prod, off, dry-run, ab-test-time-sliced, unknown		 Enum GPM_RESULT.GPM_MODE (referenced through GPM_FACT.GPM_RESULT_KEY)
gpmModel
 The name of the Model used to calculate agent scores for the interaction.
Default value: unknown
Valid values: The name of any Model in your environment		 CHAR(255) GPM_MODEL.MODEL (referenced through GPM_FACT.GPM_MODEL_KEY)
gpmModelId
 The UUID of the Model used to calculate agent scores for the interaction.
Default value: unknown
Valid values: The ID for any Model in your environment		 CHAR(24) GPM_MODEL.MODEL_ID (referenced through GPM_FACT.GPM_MODEL_KEY)
gpmPredictor
 The name of the Predictor. If an error is encountered, the section name specified in the Predictive_Route_DataCfg Transaction List object is used as the Predictor name.
Default value: unknown
Valid values: The name of any Predictor in your environment		 CHAR(255) GPM_PREDICTOR.PREDICTOR (referenced through GPM_FACT.GPM_PREDICTOR_KEY)
gpmPredictorId
 The UUID of the Predictor used for scoring.
Default value: unknown
Valid values: The ID for any Predictor in your environment		 CHAR(24) GPM_PREDICTOR.PREDICTOR_ID (referenced through GPM_FACT.GPM_PREDICTOR_KEY)
gpmPredictorType

Introduced: 9.0.016.00		 Describes whether the applied predictor is used for Sales KPI or Service KPI.
Default value: unknown
Valid values: Sales, Service		 CHAR[32] GPM_DIM1.PREDICTOR_TYPE
gpmPriorityIncrement

Introduced: 9.0.016.00		 If the value is 0, the priority of the interaction did not increase above the configured base_priority value. If the value is 1, the priority of the interaction did increase above the configured base_priority and, as a result, the selected agent was not verified for the expected threshold score.

Note: This KVP is not currently stored as a separate column in the Genesys Info Mart database. It can be accessed from the score_log file using the GPR API.


Default value: 0
Valid values: 0,1		 N/A N/A
gpmPriorityIncrement

Introduced: 9.0.016.00		 Specifies whether the priority of the interaction was increased above the configured base priority value. If set to 0, the interaction was routed at the base priority. If the value for this KVP is 1, the priority was incremented above the base priority and, as a result, the selected agent was not verified for the expected threshold score.
  • This KVP is sent only to the score_log file. It is not stored in any Genesys Info Mart table.

Default value: 0
Valid values: 0, 1		 CHAR[32] Not mapped
gpmResult

Modified: 9.0.015.00 - The values 12, 13, 14, and 15 were added. 9.0.018.00 - The value 16 was added. 9.0.018.01 - The value 17 was added.		 The result of Predictive Routing processing. If there is an error, the gpmMessage KVP contains the error message.
  • 1 - Ok
  • 2 - Authentication to scoring engine failed
  • 3 - Scoring request failed
  • 4 - Agent list is empty
  • 5 - URS overload, interaction skipped
  • 6 - Predictor not found
  • 7 - Failed to build scoring request
  • 8 - SetIdealAgent or SetReadyCondition execution error
  • 9 - Interaction log not found in global map
  • 10 - Unknown error
  • 11 - Channel is not supported
  • 12 - Reserved for future use
  • 13 - Call Abandoned
  • 14 - Call Routing Failed
  • 15 - Predictive Routing is turned off or not used for this interaction
  • 16 - No agents found with a score above minimum threshold
  • 17 - Empty WFM target list

Default value: no default value
Valid values: 1–17

Note: This KVP is mandatory for Genesys Info Mart reporting.		 Enum GPM_RESULT.GPM_RESULT (referenced through GPM_FACT.GPM_RESULT_KEY)
gpmRouteAttemptId
 The sequence number of the attempt to route an interaction using Predictive Routing. The value of this KVP is incremented each time the ActivatePredictiveRouting subroutine is called by the strategy, starting from 1.
Default value: 0
Valid values: integers starting from 1		 INT GPM_FACT.ROUTE_ATTEMPT_ID
gpmRoutingMethod

Introduced: 9.0.015.00		 Reserved for future use.
Default value: unknown		 CHAR[32] GPM_DIM1.ROUTING_CRITERIA
gpmScoreAboveMedian
 Indicates whether the score for the selected agent was better than the median score for the target group.
Default value: unknown
Valid values: 0 (no), 1 (yes), unknown		 Enum GPM_FACT.SCORE_ABOVE_MEDIAN
gpmStatus
 Indicates the scenario under which the interaction was processed. For more information about the scenarios, see Routing Scenarios Using GPR.
Default value: unknown
Valid values: agent-surplus, call-surplus, unknown		 Enum GPM_RESULT.GPM_STATUS (referenced through GPM_FACT.GPM_RESULT_KEY)
gpmSuitableAgentsCount

Introduced: 9.0.015.00		 The number of agents who had scores greater than or equal to the initial threshold value when the scoring response was received.
Default value: 0
Valid values: 0, any positive integer		 INT GPM_FACT.SUITABLE_AGENTS_COUNT
gpmTargetSize
 The size of the scored target group (in other words, the length of the list of agents received from the scoring engine).
Default value: 0
Valid values: 0, any positive integer		 SHORT GPM_FACT.TARGET_SIZE
gpmUse
 The meaning depends on the mode in which Predictive Routing is operating (see the description of the gpmMode KVP). This field is set to one of the following values:
  • 1 - When the mode is ab-test-time-sliced, indicates that the interaction was selected for Predictive Routing. When the mode is prod, indicates the normal case, when Predictive Routing occurred without error.
  • 0 - When the mode is ab-test-time-sliced, indicates the interaction was processed with skill-based routing. When the mode is dry-run, indicates that the interaction completed without error.
  • unknown - For any mode, indicates that an error occurred in one of the Predictive Routing subroutines, and the solution defaulted to skill-based routing.

Default value: unknown
Valid values: 1, 0, unknown		 Enum GPM_RESULT.GPM_USE (referenced through GPM_FACT.GPM_RESULT_KEY)
gpmVQDBID

Introduced: 9.0.016.00		 The DBID of the virtual queue or DN configured in the vq-for-reporting configuration option (configured on the Predictive_Route_DataCfgTransaction List object).
  • Requires Genesys Info Mart release 8.5.014.19 or higher.

Default value: No default value
Valid values: Any valid DBID		 INT RESOURCE_.RESOURCE_CFG_DBID (referenced through GPM_FACT.VQ_RESOURCE_KEY)
gpmVQGUID

Introduced: 9.0.016.00		 Value of the Virtual Queue ID (RPVQID) stored in the interaction user data. This is a special GUID value that uniquely identifies the entrance of the interaction into certain virtual queues. The RPVQID is created by URS when the interaction enters into the virtual queue and is present in all VirtualQueue events that URS distributes.
  • Requires Genesys Info Mart release 8.5.014.19 or higher.

Default value: No default value
Valid values: Any valid Virtual Queue GUID		 CHAR[32] GPM_FACT.VQ_GUID
gpmWaitTime
 The amount of time, in seconds, the interaction spent in the queue used for Predictive Routing decision-making, starting from when the strategy started to process the interaction until it was routed to the agent. Note that the point when processing starts might depend on how you have configured your strategy.
Default value: 0
Valid values: 0, any positive integer		 INT GPM_FACT.WAIT_TIME
ServiceType

Introduced: 9.0.016.00		 The GPRIxnCleanup subroutine takes this KVP from user data attached to the interaction, and passes it to the Genesys Historical Reporting solution in the EventUserEvent event. GPR does not generate this KVP. Oracle: VARCHAR2(255 CHAR); Postgres: varchar(255); Microsoft SQL: nvarchar(170) INTERACTION_DESCRIPTOR.SERVICE_TYPE
START_TS
 UTC timestamp, indicating the time when the interaction arrived at the contact center.

Note that this value is different from gpm-ixn-timestamp, which, in release 9.0.014.04 and earlier, indicates the time when the strategy started processing the interaction. gpm-ixn-timestamp is configured in the default_skill_data object, from which it is passed to the ActivatePredictiveRouting_v3 subroutine.

In URS Strategy Subroutines 9.0.015.00 and higher, gpm-ixn-timestamp is not used, and START_TS must be passed in the default_skill_data parameter. gpmWaitTime (the actual wait time of the interaction in the queue before an agent is selected) is calculated based on the difference between the UTC time when agent is selected minus the START_TS value.


Default value: no default value
Valid values: a valid UTC timestamp

Note: This KVP is mandatory for Genesys Info Mart reporting.		 INT GPM_FACT.START_DATE_TIME_KEY


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