View table: KVP

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Table structure:

  • KVP - Text
  • KVPDesc - Wikitext
  • KVPType - Text
  • KVPDefault - Wikitext
  • KVPValid - Wikitext
  • mapsTo - Text
  • mandatoryForGIM - Text
  • introduced - Text
  • modified - Text
  • discontinued - Text
  • KVPCategory - Text
  • alwaysAttached - Text

This table has 83 rows altogether.

Page KVP KVPDesc KVPType KVPDefault KVPValid mapsTo mandatoryForGIM introduced modified discontinued KVPCategory alwaysAttached
Draft:PE-GPR/9.0.0/Deployment/GIMintegration ADDED_TS UTC timestamp, indicating the date and time when the record was added as inherited from the T-Server TEvent. INT no default value any valid UTC timestamp GPM_FACT.ADDED_TS yes
Draft:PE-GPR/9.0.0/Deployment/GIMintegration CALLID Value of AttributeCallUUID for the interaction. CHAR(32) a valid CALLID GPM_FACT.MEDIA_SERVER_IXN_GUID yes
Draft:PE-GPR/9.0.0/Deployment/GIMintegration CustomerID 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 9.0.016.00
Draft:PE-GPR/9.0.0/Deployment/GIMintegration gpmAdjustedAgentScore 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. FLOAT 0 any non-negative float value GPM_FACT.ADJUSTED_SCORE 9.0.015.00
Draft:PE-GPR/9.0.0/Deployment/GIMintegration gpmAgentDBID Optional. The DBID of the agent to whom the interaction was routed. INT no default value RESOURCE_.RESOURCE_CFG_DBID (referenced through GPM_FACT.RESOURCE_KEY)
Draft:PE-GPR/9.0.0/Deployment/GIMintegration gpmAgentRank The rank of the agents in the target group, based on agent scores sorted in descending order. SHORT 0 0, any positive integer GPM_FACT.AGENT_RANK
Draft:PE-GPR/9.0.0/Deployment/GIMintegration gpmAgentScore The score of the agent to whom the interaction was routed. FLOAT 0 any non-negative float value GPM_FACT.AGENT_SCORE
Draft:PE-GPR/9.0.0/Deployment/GIMintegration 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. Enum unknown 0 (= No), 1 (= Yes), unknown GPM_RESULT.CUSTOMER_FOUND (referenced through GPM_FACT.GPM_RESULT_KEY)
Draft:PE-GPR/9.0.0/Deployment/GIMintegration gpmDefaultAgentScore 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. FLOAT 0 any non-negative float value GPM_FACT.DEFAULT_SCORE 9.0.015.00
Draft:PE-GPR/9.0.0/Deployment/GIMintegration gpmDefaultScoredAgents The number of agents assigned the default score for the associated interaction. INT 0 0, any positive integer GPM_FACT.DEFAULT_SCORES_COUNT 9.0.015.00
Draft:PE-GPR/9.0.0/Deployment/GIMintegration gpmDefaultScoreUsed
  • 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.
 INT 0 0, 1 GPM_FACT.DEFAULT_SCORE_USED 9.0.015.00
Draft:PE-GPR/9.0.0/Deployment/GIMintegration gpmDeploymentType 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.

N/A hybrid hybrid, cloud N/A 9.0.017.00
Draft:PE-GPR/9.0.0/Deployment/GIMintegration gpmFinalScoreThreshold 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. INT 0 any integer GPM_FACT.FINAL_SCORE_THRESHOLD 9.0.015.00
Draft:PE-GPR/9.0.0/Deployment/GIMintegration gpmGlobalScore The mean score calculated for an interaction using the Global Model. FLOAT 0 any non-negative float value GPM_FACT.GLOBAL_SCORE
Draft:PE-GPR/9.0.0/Deployment/GIMintegration gpmGlobalScoreCount Describes the number of agent scores returned for an interaction using a GLOBAL model. INT 0 0, any positive integer GPM_FACT.GLOBAL_SCORES_COUNT 9.0.015.00
Draft:PE-GPR/9.0.0/Deployment/GIMintegration gpmInitialScoreThreshold The initial threshold value used for the interaction, taken from the value set in the score-base-threshold configuration option. INT 0 any integer GPM_FACT.INITIAL_SCORE_THRESHOLD 9.0.015.00
Draft:PE-GPR/9.0.0/Deployment/GIMintegration gpmMaxScore The score of the best-matching agent in the target group. FLOAT 0 any non-negative float value GPM_FACT.MAX_SCORE
Draft:PE-GPR/9.0.0/Deployment/GIMintegration gpmMedianScore The median score for the target group of agents to which the agent who received the interaction belongs. FLOAT 0 any non-negative float value GPM_FACT.MEDIAN_SCORE
Draft:PE-GPR/9.0.0/Deployment/GIMintegration gpmMessage The message that displays when the Predictive Routing result reported in the gpmResult KVP is an error. CHAR(255) no default value GPM_FACT.MESSAGE
Draft:PE-GPR/9.0.0/Deployment/GIMintegration gpmMinScore The score of the worst-matching agent in the target group. FLOAT 0 any non-negative float value GPM_FACT.MIN_SCORE
Draft:PE-GPR/9.0.0/Deployment/GIMintegration gpmMode 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. Enum unknown prod, off, dry-run, ab-test-time-sliced, unknown GPM_RESULT.GPM_MODE (referenced through GPM_FACT.GPM_RESULT_KEY) 9.0.015.00 - The value <tt>off</tt> was added.
Draft:PE-GPR/9.0.0/Deployment/GIMintegration gpmModel The name of the Model used to calculate agent scores for the interaction. CHAR(255) unknown The name of any Model in your environment GPM_MODEL.MODEL (referenced through GPM_FACT.GPM_MODEL_KEY)
Draft:PE-GPR/9.0.0/Deployment/GIMintegration gpmModelId The UUID of the Model used to calculate agent scores for the interaction. CHAR(24) unknown The ID for any Model in your environment GPM_MODEL.MODEL_ID (referenced through GPM_FACT.GPM_MODEL_KEY)
Draft:PE-GPR/9.0.0/Deployment/GIMintegration 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. CHAR(255) unknown The name of any Predictor in your environment GPM_PREDICTOR.PREDICTOR (referenced through GPM_FACT.GPM_PREDICTOR_KEY)
Draft:PE-GPR/9.0.0/Deployment/GIMintegration gpmPredictorId The UUID of the Predictor used for scoring. CHAR(24) unknown The ID for any Predictor in your environment GPM_PREDICTOR.PREDICTOR_ID (referenced through GPM_FACT.GPM_PREDICTOR_KEY)
Draft:PE-GPR/9.0.0/Deployment/GIMintegration gpmPredictorType Describes whether the applied predictor is used for Sales KPI or Service KPI. CHAR[32] unknown Sales, Service GPM_DIM1.PREDICTOR_TYPE 9.0.016.00
Draft:PE-GPR/9.0.0/Deployment/GIMintegration gpmPriorityIncrement 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.

N/A 0 0,1 N/A 9.0.016.00
Draft:PE-GPR/9.0.0/Deployment/GIMintegration gpmPriorityIncrement 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.
 CHAR[32] 0 0, 1 Not mapped 9.0.016.00
Draft:PE-GPR/9.0.0/Deployment/GIMintegration gpmResult 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
 Enum no default value 1–17 GPM_RESULT.GPM_RESULT (referenced through GPM_FACT.GPM_RESULT_KEY) yes 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.
Draft:PE-GPR/9.0.0/Deployment/GIMintegration 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. INT 0 integers starting from 1 GPM_FACT.ROUTE_ATTEMPT_ID
Draft:PE-GPR/9.0.0/Deployment/GIMintegration gpmRoutingMethod Reserved for future use. CHAR[32] unknown GPM_DIM1.ROUTING_CRITERIA 9.0.015.00
Draft:PE-GPR/9.0.0/Deployment/GIMintegration gpmScoreAboveMedian Indicates whether the score for the selected agent was better than the median score for the target group. Enum unknown 0 (no), 1 (yes), unknown GPM_FACT.SCORE_ABOVE_MEDIAN
Draft:PE-GPR/9.0.0/Deployment/GIMintegration gpmStatus Indicates the scenario under which the interaction was processed. For more information about the scenarios, see Routing Scenarios Using GPR. Enum unknown agent-surplus, call-surplus, unknown GPM_RESULT.GPM_STATUS (referenced through GPM_FACT.GPM_RESULT_KEY)
Draft:PE-GPR/9.0.0/Deployment/GIMintegration gpmSuitableAgentsCount The number of agents who had scores greater than or equal to the initial threshold value when the scoring response was received. INT 0 0, any positive integer GPM_FACT.SUITABLE_AGENTS_COUNT 9.0.015.00
Draft:PE-GPR/9.0.0/Deployment/GIMintegration gpmTargetSize The size of the scored target group (in other words, the length of the list of agents received from the scoring engine). SHORT 0 0, any positive integer GPM_FACT.TARGET_SIZE
Draft:PE-GPR/9.0.0/Deployment/GIMintegration 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.
 Enum unknown 1, 0, unknown GPM_RESULT.GPM_USE (referenced through GPM_FACT.GPM_RESULT_KEY)
Draft:PE-GPR/9.0.0/Deployment/GIMintegration gpmVQDBID 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.
 INT No default value Any valid DBID RESOURCE_.RESOURCE_CFG_DBID (referenced through GPM_FACT.VQ_RESOURCE_KEY) 9.0.016.00
Draft:PE-GPR/9.0.0/Deployment/GIMintegration gpmVQGUID 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.
 CHAR[32] No default value Any valid Virtual Queue GUID GPM_FACT.VQ_GUID 9.0.016.00
Draft:PE-GPR/9.0.0/Deployment/GIMintegration 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. INT 0 0, any positive integer GPM_FACT.WAIT_TIME
Draft:PE-GPR/9.0.0/Deployment/GIMintegration ServiceType 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 9.0.016.00
Draft:PE-GPR/9.0.0/Deployment/GIMintegration 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.

INT no default value a valid UTC timestamp GPM_FACT.START_DATE_TIME_KEY yes
PE-GPR/9.0.0/Deployment/GIMintegration ADDED_TS UTC timestamp, indicating the date and time when the record was added as inherited from the T-Server TEvent. INT no default value any valid UTC timestamp GPM_FACT.ADDED_TS yes
PE-GPR/9.0.0/Deployment/GIMintegration CALLID Value of AttributeCallUUID for the interaction. CHAR(32) a valid CALLID GPM_FACT.MEDIA_SERVER_IXN_GUID yes
PE-GPR/9.0.0/Deployment/GIMintegration CustomerID 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 9.0.016.00
PE-GPR/9.0.0/Deployment/GIMintegration gpmAdjustedAgentScore 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. FLOAT 0 any non-negative float value GPM_FACT.ADJUSTED_SCORE 9.0.015.00
PE-GPR/9.0.0/Deployment/GIMintegration gpmAgentDBID Optional. The DBID of the agent to whom the interaction was routed. INT no default value RESOURCE_.RESOURCE_CFG_DBID (referenced through GPM_FACT.RESOURCE_KEY)
PE-GPR/9.0.0/Deployment/GIMintegration gpmAgentRank The rank of the agents in the target group, based on agent scores sorted in descending order. SHORT 0 0, any positive integer GPM_FACT.AGENT_RANK
PE-GPR/9.0.0/Deployment/GIMintegration gpmAgentScore The score of the agent to whom the interaction was routed. FLOAT 0 any non-negative float value GPM_FACT.AGENT_SCORE
PE-GPR/9.0.0/Deployment/GIMintegration 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. Enum unknown 0 (= No), 1 (= Yes), unknown GPM_RESULT.CUSTOMER_FOUND (referenced through GPM_FACT.GPM_RESULT_KEY)
PE-GPR/9.0.0/Deployment/GIMintegration gpmDefaultAgentScore 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. FLOAT 0 any non-negative float value GPM_FACT.DEFAULT_SCORE 9.0.015.00
PE-GPR/9.0.0/Deployment/GIMintegration gpmDefaultScoredAgents The number of agents assigned the default score for the associated interaction. INT 0 0, any positive integer GPM_FACT.DEFAULT_SCORES_COUNT 9.0.015.00
PE-GPR/9.0.0/Deployment/GIMintegration gpmDefaultScoreUsed
  • 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.
 INT 0 0, 1 GPM_FACT.DEFAULT_SCORE_USED 9.0.015.00
PE-GPR/9.0.0/Deployment/GIMintegration gpmDeploymentType 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.

N/A hybrid hybrid, cloud N/A 9.0.017.00
PE-GPR/9.0.0/Deployment/GIMintegration gpmFinalScoreThreshold 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. INT 0 any integer GPM_FACT.FINAL_SCORE_THRESHOLD 9.0.015.00
PE-GPR/9.0.0/Deployment/GIMintegration gpmGlobalScore The mean score calculated for an interaction using the Global Model. FLOAT 0 any non-negative float value GPM_FACT.GLOBAL_SCORE
PE-GPR/9.0.0/Deployment/GIMintegration gpmGlobalScoreCount Describes the number of agent scores returned for an interaction using a GLOBAL model. INT 0 0, any positive integer GPM_FACT.GLOBAL_SCORES_COUNT 9.0.015.00
PE-GPR/9.0.0/Deployment/GIMintegration gpmInitialScoreThreshold The initial threshold value used for the interaction, taken from the value set in the score-base-threshold configuration option. INT 0 any integer GPM_FACT.INITIAL_SCORE_THRESHOLD 9.0.015.00
PE-GPR/9.0.0/Deployment/GIMintegration gpmMaxScore The score of the best-matching agent in the target group. FLOAT 0 any non-negative float value GPM_FACT.MAX_SCORE
PE-GPR/9.0.0/Deployment/GIMintegration gpmMedianScore The median score for the target group of agents to which the agent who received the interaction belongs. FLOAT 0 any non-negative float value GPM_FACT.MEDIAN_SCORE
PE-GPR/9.0.0/Deployment/GIMintegration gpmMessage The message that displays when the Predictive Routing result reported in the gpmResult KVP is an error. CHAR(255) no default value GPM_FACT.MESSAGE
PE-GPR/9.0.0/Deployment/GIMintegration gpmMinScore The score of the worst-matching agent in the target group. FLOAT 0 any non-negative float value GPM_FACT.MIN_SCORE
PE-GPR/9.0.0/Deployment/GIMintegration gpmMode 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. Enum unknown prod, off, dry-run, ab-test-time-sliced, unknown GPM_RESULT.GPM_MODE (referenced through GPM_FACT.GPM_RESULT_KEY) 9.0.015.00 - The value <tt>off</tt> was added.
PE-GPR/9.0.0/Deployment/GIMintegration gpmModel The name of the Model used to calculate agent scores for the interaction. CHAR(255) unknown The name of any Model in your environment GPM_MODEL.MODEL (referenced through GPM_FACT.GPM_MODEL_KEY)
PE-GPR/9.0.0/Deployment/GIMintegration gpmModelId The UUID of the Model used to calculate agent scores for the interaction. CHAR(24) unknown The ID for any Model in your environment GPM_MODEL.MODEL_ID (referenced through GPM_FACT.GPM_MODEL_KEY)
PE-GPR/9.0.0/Deployment/GIMintegration 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. CHAR(255) unknown The name of any Predictor in your environment GPM_PREDICTOR.PREDICTOR (referenced through GPM_FACT.GPM_PREDICTOR_KEY)
PE-GPR/9.0.0/Deployment/GIMintegration gpmPredictorId The UUID of the Predictor used for scoring. CHAR(24) unknown The ID for any Predictor in your environment GPM_PREDICTOR.PREDICTOR_ID (referenced through GPM_FACT.GPM_PREDICTOR_KEY)
PE-GPR/9.0.0/Deployment/GIMintegration gpmPredictorType Describes whether the applied predictor is used for Sales KPI or Service KPI. CHAR[32] unknown Sales, Service GPM_DIM1.PREDICTOR_TYPE 9.0.016.00
PE-GPR/9.0.0/Deployment/GIMintegration gpmPriorityIncrement 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.

N/A 0 0,1 N/A 9.0.016.00
PE-GPR/9.0.0/Deployment/GIMintegration gpmPriorityIncrement 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.
 CHAR[32] 0 0, 1 Not mapped 9.0.016.00
PE-GPR/9.0.0/Deployment/GIMintegration gpmResult 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
 Enum no default value 1–17 GPM_RESULT.GPM_RESULT (referenced through GPM_FACT.GPM_RESULT_KEY) yes 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.
PE-GPR/9.0.0/Deployment/GIMintegration 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. INT 0 integers starting from 1 GPM_FACT.ROUTE_ATTEMPT_ID
PE-GPR/9.0.0/Deployment/GIMintegration gpmRoutingMethod Reserved for future use. CHAR[32] unknown GPM_DIM1.ROUTING_CRITERIA 9.0.015.00
PE-GPR/9.0.0/Deployment/GIMintegration gpmScoreAboveMedian Indicates whether the score for the selected agent was better than the median score for the target group. Enum unknown 0 (no), 1 (yes), unknown GPM_FACT.SCORE_ABOVE_MEDIAN
PE-GPR/9.0.0/Deployment/GIMintegration gpmStatus Indicates the scenario under which the interaction was processed. For more information about the scenarios, see Routing Scenarios Using GPR. Enum unknown agent-surplus, call-surplus, unknown GPM_RESULT.GPM_STATUS (referenced through GPM_FACT.GPM_RESULT_KEY)
PE-GPR/9.0.0/Deployment/GIMintegration gpmSuitableAgentsCount The number of agents who had scores greater than or equal to the initial threshold value when the scoring response was received. INT 0 0, any positive integer GPM_FACT.SUITABLE_AGENTS_COUNT 9.0.015.00
PE-GPR/9.0.0/Deployment/GIMintegration gpmTargetSize The size of the scored target group (in other words, the length of the list of agents received from the scoring engine). SHORT 0 0, any positive integer GPM_FACT.TARGET_SIZE
PE-GPR/9.0.0/Deployment/GIMintegration 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.
 Enum unknown 1, 0, unknown GPM_RESULT.GPM_USE (referenced through GPM_FACT.GPM_RESULT_KEY)
PE-GPR/9.0.0/Deployment/GIMintegration gpmVQDBID 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.
 INT No default value Any valid DBID RESOURCE_.RESOURCE_CFG_DBID (referenced through GPM_FACT.VQ_RESOURCE_KEY) 9.0.016.00
PE-GPR/9.0.0/Deployment/GIMintegration gpmVQGUID 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.
 CHAR[32] No default value Any valid Virtual Queue GUID GPM_FACT.VQ_GUID 9.0.016.00
PE-GPR/9.0.0/Deployment/GIMintegration 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. INT 0 0, any positive integer GPM_FACT.WAIT_TIME
PE-GPR/9.0.0/Deployment/GIMintegration ServiceType 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 9.0.016.00
PE-GPR/9.0.0/Deployment/GIMintegration 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.

INT no default value a valid UTC timestamp GPM_FACT.START_DATE_TIME_KEY yes
Template:KVPsTable {{{KVP}}} {{{KVPDesc}}} Not mapped
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