Predictive Routing Attributes

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This topic is part of the manual Genesys CX Insights Multicloud Projects Reference Guide for version Current of Reporting.

Attributes that you can use to build Predictive Routing-related reports.


Important
Use this document for Genesys CX Insights Multicloud deployments. For information relevant to Genesys CX Insights on-premises deployments, see the corresponding page in the Genesys CX Insights on-premises Projects Reference Guide.

The Predictive Routing folder contains numerous attributes that you can use to build Genesys Predictive Routing (GPR)-related reports.

Note the following:

  • When creating attributes, any forms you create must have a one-is-to-one mapping relationship. For example, an attribute that represents the name of a customer can have only one phone number form associated with it.
Important
Objects in each folder or subfolder are designed to be used together to create reports. Avoid mixing attributes and metrics from multiple folders into your reports. One exception to this rule is objects in the Time folder; Time attributes can be used in any report, and most reports include at least one attribute from the Time folder.

The following Attributes are available in this folder and are described on this page.



Folder: Predictive Routing

Attribute name: Customer Data Found

Folder: Predictive Routing
Description: Enables the organization of data by whether features from customer records were successfully retrieved from CRM database and used in the calculation of agent scores. Also known as GPR Customer Data Found.
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Attribute name: GPR Result ID

Folder: Predictive Routing
Description: Enables the organization of data based on the primary key of the GPM_RESULT table.
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Attribute name: Mode

Folder: Predictive Routing
Description: Enables the organization of data based on the value of gpm-mode, which indicates the current mode of operation of GPR. Value is one of: prod, off, gpmdiscovery, ab-test-time-sliced, or unknown. Called PR mode in some reports.
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Attribute name: Model

Folder: Predictive Routing
Description: Enables the organization of data by the name of the model that was used to score the agent for predictive routing.
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Attribute name: Model ID

Folder: Predictive Routing
Description: Enables the organization of data based on the identifier for the model that was used to calculate agent scores for predictive routing. (MODEL ID - MODEL DESC)
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Attribute name: Model Key

Folder: Predictive Routing
Description: Enables data to be organized based on the primary key of the GPM_MODEL table.
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Attribute name: Predictor

Folder: Predictive Routing
Description: Enables the organization of data by the name of the predictor that was used to request scoring for predictive routing.
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Attribute name: Predictor ID

Folder: Predictive Routing
Description: Enables the organization of data by the identifier for the predictor that was used to request scoring for predictive routing.
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Attribute name: Predictor Key

Folder: Predictive Routing
Description: Enables data to be organized based on the primary key of the GPM_PREDICTOR table.
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Attribute name: Predictor Switch

Folder: Predictive Routing
Description: Enables the organization of data based on whether predictive routing is ON or OFF.
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Attribute name: Result
Introduced: 9.0.013

Folder: Predictive Routing
Description: Enables the organization of data by whether the predictive routing request was processed successfully. The value is either error or OK.
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Attribute name: Status

Folder: Predictive Routing
Description: Enables the organization of data by whether an interaction was processed by GPR under an Agent- Surplus or Interaction Surplus scenario, when running in A/B Testing interleaved mode. Also known as A/B Test Status.
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