Genesys Documentation - User contributions [en]

PE-GPR/9.0.0/Deployment/cfgSubroutines

2020-10-29T15:11:13Z

Vivian: Published

{{Article
|Standalone=No
|DisplayName=Deploy the URS Strategy Subroutines
|TocName=Deploy the URS Strategy Subroutines
|Context=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.
|ComingSoon=No
|Platform=GenesysEngage-onpremises
|Section={{Section
|sectionHeading=About the URS Strategy Subroutines component
|anchor=about
|alignment=Vertical
|structuredtext=This topic explains how to use the preconfigured strategy subroutines with Interaction Routing Designer (IRD) and Universal Routing Server (URS).

'''NOTE:''' The information in this topic applies to environments running GPR URS Strategy Subroutines 9.0.016.00 or later, Universal Routing Server (URS) 8.1.400.60 or later, and Interaction Routing Designer 8.1.400.39 or later. If you are running older versions of these components, see [https://docs.genesys.com/Documentation/GPM/9.0.0/oneguide/cfgSubroutines Deploy the URS Strategy Subroutines] in the previous documentation set.

This topic includes the following information:

*{{Link-SomewhereInThisManual|topic=cfgSubroutines|anchor=irdSubsList|display text=List of subroutines and other files included in the IP}}, with brief explanations of what they do.
*{{Link-SomewhereInThisManual|topic=cfgSubroutines|anchor=URS|display text=Deployment procedures}}.
*See {{Link-SomewhereInThisManual|topic=ixnFlows|anchor=top|display text=Routing Scenarios Using GPR}} for a discussion of how the subroutines handle agent-interactions matching in various scenarios.
*For a description of the Designer routing block for Predictive Routing and how to configure it, see [https://all.docs.genesys.com/PEC-ROU/Current/Designer/PredictiveRouting Predictive Routing Block].
{{NoteFormat|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.}}The following is a high-level overview of the steps required to deploy the URS Strategy Subroutines:

#{{Link-SomewhereInThisManual|topic=cfgSubroutines|anchor=cfgURS|display text=Configure URS to support Predictive Routing}}.
#Import the subroutines.
#Review the {{Link-SomewhereInThisManual|topic=cfgSubroutines|anchor=irdSubsList|display text=list of subroutines and other files included in the IP}}, with brief explanations of what they do.
#Define the entry points in your IRD strategy for the appropriate subroutines.
#Set appropriate values for the {{Link-SomewhereInThisManual|topic=cfgSubroutines|anchor=URSstratSubsCfgOpts|display text=strategy subroutine configuration options}}, which are located in the Predictive_Route_DataCfg <tt>Transaction List</tt> object.
#Configure the parameters for the subroutines used in your environment.
#Test that the subroutines are correctly directing interactions to agents.

'''NOTE:''' Genesys does not support custom subroutines for Predictive Routing in a hybrid environment.
|Status=No
}}{{Section
|sectionHeading=Install the subroutines
|anchor=install
|alignment=Vertical
|structuredtext=To download and import the GPR Strategy Subroutines into your routing environment, perform the following steps:

#Copy the installation package to the host where Interaction Routing Designer (IRD) is installed.
#Open a command prompt and navigate to the folder where you put the installation package folder.
#Run the <tt>install.bat</tt> command. This command starts the import script, which prompts you for the following input parameters:
#*Full path of the IRD installation directory.
#*Configuration Server host name.
#*Configuration Server port number.
#*User name to connect to Configuration Server. This username must have WRITE access to Configuration Server.
#*Password to connect to Configuration Server.
#*IRD <tt>Application</tt> object name.
#:After you enter the required parameters, the script imports all the subroutines, statistics, macros, and the <tt>Transaction List</tt> object into Configuration Server. The result of the import process is generated in the '''/subroutines/ImportResult''' folder.
#Open IRD and verify that the GPR Strategy Subroutines are present. The correct input and output parameters are specified by default.

'''NOTE:''' When you select a subroutine to view its properties, the Location file property is empty. If you try to open one of the GPR subroutines, an error message appears stating that the RBN file is not accessible (as shown in the image below). ''This is normal expected behavior''. It means that the import was successful and you can now invoke the GPR subroutines from the routing strategy with the required inputs.

[[File:GPRSubsLocationMessage.png|left|800 px]]
|Status=No
}}{{Section
|sectionHeading=What is included in the installation package
|anchor=irdSubsList
|alignment=Vertical
|structuredtext=The IP for the URS Strategy Subroutines component contains the following files and folders:

*'''install.bat''' - A helper script to import the subroutines into your environment.
*The '''subroutines''' folder, which contains the following ZCF subroutines files:
**'''ActivatePredictiveRouting_v3.zcf''' - Called from a routing strategy when the conditions you specify are met. This subroutine automatically calls additional subroutines that score agents, rank the scored agents, and evaluate whether there is an agent available to handle the interaction based on agent score. Referred to just as ''ActivatePredictiveRouting'' in the remainder of this topic.
**'''GetActionFilters.zcf''' - GPR in a hybrid environment supports filtering performed by URS only. You must set the {{ExternalOptionsLink|link=Options:Predictive_Route_DataCfg:default-predictor:use-action-filters}} option to '''false'''. In this configuration, GPR identifies the list of agents matching the target skill group along with the configured login status expression. This information is also reported in the action filters of the scoring request.
**'''GetScoringAuthToken.zcf''' - Called from the ActivatePredictiveRouting subroutine to authenticate with the GPR Core Services Platform.
**'''GPRIxnCompleted.zcf''' - Computes the values for the GPR KVPs based on the selected agent scores and updates the URS global map.
**'''isAgentScoreGood.zcf''' - URS calls this subroutine to suppress routing to an agent who is in ready state if this agent does not provide an acceptable match for the interaction. You can use this subroutine in conjunction with relaxation thresholds to target better-matched agents preferentially, expanding the pool of agents if the best-matched agents are unavailable.
**'''SetIdealAndReadyCondition.zcf''' - Called from ActivatePredictiveRouting subroutine. This is a wrapper subroutine around scheduling the calls to subroutines such as ScoreIdealAgent and isAgentScoreGood, which are executed outside the main interaction processing flow. Implements the GPR operation modes controlled by the {{ExternalOptionsLink|link=Options:Predictive_Route_DataCfg:default-predictor:prr-mode}} option.
**'''ScoreIdealAgent.zcf''' - Called by URS before routing an interaction to an Agent Group or Virtual Agent Group at the time URS invokes the SelectDN function. This subroutine sorts the agents within the target group according to their scores, in decreasing order. It can also rescale the agent score to the range accepted by URS, if necessary.
**'''GetScoringContext.zcf''' - Looks for the customer feature key names used by the Predictor in URS global map, if already stored. If none is found, this subroutine makes an API call to GPR and fetches the Predictor details. From the returned details, it parses the customer_features_schema field and stores the necessary key names in URS global map with the expiration value set to 86400 seconds (one day).
**All user data matching the predictor feature keys and containing nonempty values is sent in the scoring request, except for any keys specifically excluded using the {{ExternalOptionsLink|link=Options:Predictive_Route_DataCfg:default:udata-keys-to-exclude}} option.
**'''GPRIxnSetup.zcf''' - Creates the interaction global map in URS memory with the ConnectionID as the key name; adds the Genesys Info Mart KVPs and initializes them with the default values; sets the gpmMode parameter to <tt>off</tt> and gpmResult to <tt>15</tt> (Predictive Routing is turned off or not used for this interaction). See {{Link-SomewhereInThisManual|topic=cfgSubroutines|anchor=gprIxnSetup|display text=Configure GPRIxnSetup}} for complete configuration instructions and how to use this subroutine.
**'''GPRIxnCleanup.zcf''' - Sends outcome and other scoring data to the score log and attaches them to EventUserEvent in the form of KVPs for storage in the Genesys Info Mart database. The attached UserEvent data includes details required for Predictive Routing performance analysis, such as gpmStatus, which indicates whether, when the interaction was routed, there was an agent-surplus or an interaction-surplus situation. Also cancels the execution of the ScoreIdealAgent and isAgentScoreGood callback subroutines if an attempt to route an interaction with Predictive Routing times out. The strategy then tries to route the interaction using skill-based routing.
**This subroutine requires you to configure certain parameters. See {{Link-SomewhereInThisManual|topic=cfgSubroutines|anchor=GPRIxnCleanup|display text=Configure GPRIxnCleanup}} for instructions.
**This subroutine must be called from the default port of the last Routing block used for Predictive Routing. You must also set the '''Clear targets''' flag in that Routing block. Alternatively, you can configure the strategy to loop back to the same Routing block again after calling the GPRIxnCleanup subroutine.
*'''objects.kvlt''' - Contains the following statistics and macros, and the <tt>Transaction List</tt> object used to configure the GPR subroutines in your Genesys Configuration environment. The objects included in this file are the following:
**'''Print_Log_Message''' macro, which is used for printing messages in GPR subroutines.
**'''RStatGPRAgentsReadyOrACWvoice''' - Custom statistic for identifying agents who are in the Ready or the ACW state. (introduced in 9.0.016.00)
**'''RStatAgentsTotal'''
**'''RStatAgentsReadyVoice'''
**'''StatAgentOccupancy'''
**The template file to create the [https://docs.genesys.com/Documentation/Options/Current/GPM/GPM_PRD '''Predictive_Route_DataCfg''' Transaction List object], with the required configuration options and default values.
**:'''NOTE:''' Carefully review and verify the default values set in the '''Predictive_Route_DataCfg''' <tt>Transaction List</tt> object to ensure that they are appropriate for your environment.

{{AnchorDiv|dynamicPriority}}
===Subroutines for Environments Using Dynamic Priority Routing===
The URS Strategy Subroutines provide the following subroutines that provide improved dynamic-priority interaction handling:

*'''ActivatePredictiveRouting_v3''' - This subroutine does the following:
*#The main routing strategy should set the initial priority for the interaction. The Initialize Variables block takes the initial priority parameter from the skill data <tt>List</tt> object and saves it to the parBasePriority local variable.
*#After a scoring request is completed and the agent scores are placed into the URS Global Map linked to the interaction, the subroutine executes priority increments. This happens once per interaction.
*#The subroutine verifies whether the {{ExternalOptionsLink|link=Options:Predictive_Route_DataCfg:default-predictor:set-dynamic-priority}} option is set to <tt>true</tt>. The following steps are executed only on the first routing attempt when the option is set to <tt>true</tt>.
*#The subroutine reads the remaining priority options configured on the Predictive_Route_DataCfg <tt>Transaction List</tt> object: ({{ExternalOptionsLink|link=Options:Predictive_Route_DataCfg:default-predictor:priority-increment}}, {{ExternalOptionsLink|link=Options:Predictive_Route_DataCfg:default-predictor:priority-init-interval}}, and {{ExternalOptionsLink|link=Options:Predictive_Route_DataCfg:default-predictor:priority-interval}}).
*#The subroutine calls the IncrementPriorityEx function with the required arguments.

{{AnchorDiv|shift-jis}}
===Subroutines for Environments Using Non-ASCII Encoding===
The URS Strategy Subroutines support non-ASCII encoding (by default, all GPR components use UTF-8 encoding). The subroutines specified below include enhancements for non-ASCII environments:

*'''ActivatePredictiveRouting_v3''' - Converts non-ASCII characters to UTF-8 characters before sending scoring requests to the Predictive Routing scoring engine.
*'''GPRIxnCleanup''' - Converts non-ASCII characters to UTF-8 characters before sending scoring outcome data to the score logs.
*'''GetScoringAuthToken''' - Replaces the StrFormat function with the SetStringKey function. This eliminates an issue with the ''~s'' character in the StrFormat function, which does not work correctly in a non-ASCII environment.
|Status=No
}}{{Section
|sectionHeading=Configure URS to run Predictive Routing
|anchor=cfgURS
|alignment=Vertical
|structuredtext=Perform the following steps to configure URS to work with GPR:
{{AnchorDiv|cfgHttps}}
====Set the recommended values for the following options====

#In the '''[default]''' section:
#*'''automatic_ideal_agent''' - Sets a universal score for all interactions not routed using GPR. This universal score enables you to compare GPR and non-GPR interactions when they are placed into a queue and provides a mechanism for resolution of agent reservation request collisions between GPR and non-GPR interactions processed by different URS nodes.
#**'''automatic_ideal_agent''' can take a Boolean value (true/false), but for use with GPR, set the value to a number, which is interpreted as the default deviation from the ideal score. GPR uses this value unless it is overwritten by the SetIdealAgent subroutine.
#**Genesys recommends that you set the value of '''automatic_ideal_agent''' to <nowiki>(<max_score_for_current_predictor> - <median_score_for_GPR_agents_over_time>)</nowiki>.
#**Use of '''automatic_ideal_agent''' requires URS version 8.1.400.60 or later.
#*'''run_verbose''' - Set this option value to <tt>0</tt> for production environments. (In non-production environments only, you can use the value <tt>1</tt>.)
#*'''static_strategy''' - Set this option value to an empty string.
#*'''vqtime''' - Set this option value to <tt>13:2048</tt>.
#In the '''[web]''' section:
#*'''verbose''' - To configure the http log for URS to check scoring requests and responses, set the option value to <tt>3</tt>.
#*'''http_port''' - Set this option value either to <tt>2071</tt> or <tt>web</tt>.
#*'''def_trusted_ca''' - Specify the certificate authority to use for secure connection if Web Service object does not provide any.
#In the '''[http]''' section:
#*'''http_port''' - Set this option value either to <tt>2072</tt> or <tt>http</tt>.
#*'''verbose''' - Set the option value to <tt>3</tt>.

====Enable HTTPS support====
No changes to the Subroutines components are required. However, HTTPS support on Unix-based operating systems requires that you install the Genesys Security Pack on the host running Universal Routing Server (URS). See [https://docs.genesys.com/Documentation:System:SDG:TLSPrep:8.5.x#installGSPU Installing Genesys Security Pack] in the ''Genesys Security Deployment Guide'' for more information.

*For instructions, and a general discussion of HTTPS and TLS support among Genesys components, see the [https://docs.genesys.com/Documentation:System:SDG:Welcome:8.5.x ''Genesys Security Deployment Guide''].
*For HTTP/S configuration for URS, see the section "Web Service Connections Using HTTP Bridge" in the ''Genesys 8.1 Universal Routing Deployment Guide'', the sections on Web Service Option (p. 687), IRD Web Service Object (p.771), and TLS (p. 782) in the {{Repository|81r_ref.pdf|7e6f8aca-9156-4d39-945f-e544a7b5229d|Universal Routing Reference Manual}}, and [https://docs.genesys.com/Documentation:R:Ref:HTTPBridge:latest HTTP Bridge Updates] in the Supplement to the ''Universal Routing Reference Manual''.
**Only simple TLS is supported. For simple TLS, you need to configure only the URS '''def_trusted_ca''' option.

**If you are using a chain of trusted certificates (intermediate ca and root ca, in pem file format), you can concatenate them, as described in [https://docs.genesys.com/Documentation:System:SDG:TLSConns:8.5.x Configuring Multiple Trusted CAs] in the ''Genesys Security Deployment Guide''.
|Status=No
}}{{Section
|sectionHeading=Configure the subroutines
|anchor=importConfig
|alignment=Vertical
|structuredtext=To use the strategy subroutines provided with Predictive Routing, perform the following steps:

#Open the strategy you plan to use with Predictive Routing and place the ActivatePredictiveRouting Call Subroutine object in the desired location. It must be inserted into the routing strategy before the call to a Routing block or a call to the SelectDN function. The graphic below shows the subroutine insertion points.
#:This subroutine requires the following three input parameters:
#*<tt>skill_target:</tt> A <tt>STRING</tt> indicating the target selected by the URS for an interaction. This must be a virtual agent group.
#*<tt>skill_data:</tt> A <tt>LIST</tt>, which must contain the following two keys:
#**<tt>overflow_timeout:</tt> A STRING defining a period of time in seconds during which URS tries to route the interaction to the current target.
#**<tt>base_priority:</tt> An INTEGER defining the priority value the interaction has before the call to the ActivatePredictiveRouting subroutine.
#*<tt>default_skill_data:</tt> A <tt>LIST</tt>, which must contain the following keys:
#**<tt>AgentScore:</tt> Takes either <tt>Y</tt> or <tt>N</tt> as its value. To activate predictive routing, you must set this parameter to <tt>Y</tt>.
#**<tt>predictor:</tt> Contains the name of the section in the Predictive_Route_DataCfg <tt>Transactions List</tt> configuration object that defines predictor configuration.
#**<tt>START_TS:</tt> See {{Link-SomewhereInThisManual|topic=cfgSubroutines|anchor=waitTime|display text=gpmWaitTime Configuration}} for details.) The UTC time indicating when an interaction arrived in the queue.
#The isAgentScoreGood subroutine checks for interactions that have been in queue for an unusually long time using the <tt>varQueueTimeSec</tt> parameter, which is set to <tt>600</tt> seconds by default.
#*If you are expecting conditions that might result in longer wait times, you might need to set a larger value for this variable. To change the value of this variable, edit the value for the {{Optionslink|link=Options:Predictive_Route_DataCfg:default-predictor:setreadycondition-timeout}}.
#*URS might experience high CPU loads if the timeout is extended beyond 600 seconds and you are using agent hold-out (that is, you have set the value for the {{Optionslink|link=Options:Predictive_Route_DataCfg:default-predictor:use-setreadycondition}} option to <tt>true</tt>).
#The GPRIxnCompleted subroutine can be inserted either as a Custom Routing step in the Routing object or immediately in front of the object in your strategy that contains a call to the RouteCall function.
{{AnchorDiv|URSstratSubsCfgOpts}}
====Set Values for Configuration Options====
Set values for the configuration options in the [https://docs.genesys.com/Documentation/Options/Current/GPM/GPM_PRD Predictive_Route_DataCfg Transaction List Object].

*'''NOTE:''' Carefully review and verify the default values set in the '''Predictive_Route_DataCfg''' <tt>Transaction List</tt> object to ensure that they are appropriate for your environment.

*Among others, the GPR subroutines send the scoring requests to the URL configured in the {{Optionslink|link=Options:Predictive_Route_DataCfg:default:platform-base-url}} option and logging requests to the URL configured in the {{Optionslink|link=Options:Predictive_Route_DataCfg:default:platform-logging-url}} option.
*The {{Optionslink|link=Options:Predictive_Route_DataCfg:default:orig-connid-key}} option is required in all deployments to store the original connection ID, used as a unique identifier, for each interaction.

{{AnchorDiv|gprIxnSetup}}
===Configure GPRIxnSetup===
The GPRIxnSetup subroutine does the following:

*Creates the interaction global map in URS memory with the ConnectionID (ConnID) as the key name.
*Adds all the {{Link-SomewhereInThisManual|topic=GIMintegration|anchor=top|display text=Genesys Info Mart KVPs used in GPR}} and initializes them with the default values. All the KVP values initialized by the GPRIxnSetup are replaced with actual values when the remaining GPR subroutines are invoked. If the GPR subroutines are not invoked, the score log and the Genesys Info Mart database continue to store the default values set in the GPRIxnSetup subroutine.
*Sets the gpmMode parameter to <tt>off</tt> and gpmResult to <tt>15</tt> (Predictive Routing is turned off or not used for the current interaction). This establishes the initial condition in the contact center and establishes clearly when GPR actively begins to score agents and determine routing targets. As soon as interactions are routed using the GPR subroutines, these KVP values are updated to reflect actual contact center conditions.

To report non-GPR calls in the score log and the Genesys Info Mart Database, set the value of the URS '''prestrategy''' option to <tt>GPRIxnSetup</tt>.

*If you already specify a subroutine in the '''prestrategy''' option, you can copy the contents of the GPRIxnSetup subroutine into your existing subroutine.
*For a complete description of the '''prestrategy''' option, see the {{Repository|81r_ref.pdf|7e6f8aca-9156-4d39-945f-e544a7b5229d|Universal Routing Reference Manual}}.

{{AnchorDiv|GPRIxnCleanup}}
===Configure GPRIxnCleanup===
The GPRIxnCleanup subroutine must be called from the default port of the last Routing block used for Predictive Routing. This subroutine correctly identifies abandoned interactions and interactions in which GPR was unable to route the interaction and add this information to the score log and the Genesys Info Mart gpmResult KVP. The KVP values used are the following:

*gpmResult = 13, gpmMessage = Call Abandoned
*gpmResult = 14, gpmMessage = Call Routing Failed

GPR does not report on abandoned calls by default. To enable this functionality, configure the GPRIxnCleanup subroutine as follows:

#Add OnCallAbandoned['GPRIxnCleanup'] in the strategy that invokes the GPR subroutines. If you already use the OnCallAbandoned function to point to another strategy, update the target strategy to call the GPRIxnCleanup subroutine.
#When routing succeeds, call GPRIxnCleanup with the parameter <tt>true</tt> from the '''default''' port of the last Routing block used for Predictive Routing.
#When routing fails, call GPRIxnCleanup with the parameter <tt>false</tt> from the '''red''' port of the last Routing block used for Predictive Routing.
#When an interaction is abandoned, GPRIxnCleanup is called automatically with an empty parameter.

{{AnchorDiv|nonGPRrpts}}
===Configure Reporting on Both GPR and Non-GPR Interactions===
There are a number of scenarios in which interactions routed using GPR and those routed using alternative methods (non-GPR) might target the same pool of agents:

*Non-GPR interactions might be sent to the same queue as GPR interactions.
*A strategy might send some interactions to GPR and to non-GPR routing, based on specified conditions.
*A different strategy might be routing interactions to the same target agents as the GPR interactions.

URS Strategy Subroutines provides support for tracking interactions not routed using GPR. The following KVP values provide the necessary information:

*gpmMode = <tt>off</tt>
*gpmResult = <tt>13</tt> (abandoned) or <tt>14</tt> (routing attempt failed)
{{NoteFormat|If routing fails for a non-GPR interaction, or it is abandoned, GPR does not record these status conditions. For GPR the following is recorded: gpmResult = <tt>15</tt>, gpmMode = <tt>off</tt>, gpmMessage = <tt>Predictive Routing is turned off or not used for this interaction</tt>. }}
To configure your routing environment to handle both GPR and non-GPR routed interactions, perform the following steps:

#Configure the {{Link-SomewhereInThisManual|topic=cfgSubroutines|anchor=gprIxnSetup|display text=gprIxnSetup}} subroutine, which is require to report correctly on blended GPR and non-GPR routing.
#Call the following subroutines in all strategies routing interactions to agents also targeted from GPR. You can invoke them directly, without going through the ActivatePredictiveRouting_v3 subroutine.
#*GPRIxnCompleted should be called as a custom routing step in all Target Selection blocks or as a Function block before routing interactions to agents using a RouteCall block.
#*GPRIxnCleanup should be called after all Target Selection blocks or RouteCall blocks.

{{AnchorDiv|waitTime}}
===gpmWaitTime Configuration===
The URS Strategy Subroutines use the value of the START_TS variable to calculate when the interaction arrived in the queue. START_TS is a mandatory variable passed in the default_skill_data List object and stored as a KVP for use in Genesys Info Mart reporting.

*gpmWaitTime is calculated based on the difference between: (the UTC time when the agent is selected) - (START_TS variable value).
*The START_TS variable is also used for measuring periods of time in A/B tests.
*In Genesys Info Mart reporting, the value of the START_TS variable is converted to the DateTimeKey function, used to populate the START_DATE_TIME_KEY column in the GPM_FACT table.
|Status=No
}}{{Section
|sectionHeading=Turn off Predictive Routing
|anchor=gprOff
|alignment=Vertical
|structuredtext=You might choose to turn predictive routing off temporarily for A/B testing or troubleshooting. To do so, use one of the following methods:

*Set the [https://docs.genesys.com/Documentation/Options/Draft/GPM/GPM_PRD-default-predictor#prr-mode prr-mode] configuration option to <tt>off</tt>.
*Set AgentScore = <tt>N</tt> in the default_skill_data object parameter passed to the ActivatePredictiveRouting_v3 subroutine.
|Status=No
}}{{Section
|sectionHeading=Upgrade to a new Subroutines release
|anchor=upgrade
|alignment=Vertical
|structuredtext=This upgrade procedure applies to all URS Strategy Subroutines upgrades, including upgrades from a pre-9.0.016.00 release of the URS Strategy Subroutines (that is, from RBN subroutines files to ZCF subroutines files).

'''NOTE:''' If you are using custom subroutines, contact your Genesys representative before upgrading.

#From Genesys Administrator, back up the '''Annex''' tab of your Predictive_Route_DataCfg <tt>Transaction List</tt> object to an '''.arch''' file. This preserves your options settings. (The '''.arch''' file is comparable to a '''.cfg''' file, but it is required for correct storage of the '''anon-salt''' value when using anonymization on premise.)
#If you have customized any of the statistics installed with GPR, make a backup of the customized statistics.
#Run the import procedure using the '''install.bat''' installation script, located in the installation package. See {{Link-SomewhereInThisVersion|manual=Deployment|topic=cfgSubroutines|anchor=install}} (above) for detailed instructions.
#After you have imported the new subroutines, return to Genesys Administrator and import your saved configuration options.
#:'''Note:''' There should be a prompt whether to overwrite the existing data. Choose <tt>no</tt> and then proceed with the import. If there are differences between your current option values and the default values, the import process presents both values so you can choose which to use.
#If you are using customized statistics, restore them from the backup you made in Step 2.
|Status=No
}}{{Section
|sectionHeading=Subroutines behavior for anonymization on premise
|anchor=onPremAnon
|alignment=Vertical
|structuredtext=The following subroutines handle data anonymization:

'''ActivatePredictiveRouting_v3'''

*This subroutine reads the {{Optionslink|link=Options:Predictive_Route_DataCfg:default:anon-salt}}, {{Optionslink|link=Options:Predictive_Route_DataCfg:default:anon-agent-id}}, and {{Optionslink|link=Options:Predictive_Route_DataCfg:default:anon-customer-id}} options and stores the values in the interaction variables.
*If the '''anon-salt''' option has a value configured and '''anon-customer-id''' is set to <tt>true</tt>, the value in the '''context_id''' field sent in score requests is anonymized.
*If '''anon-salt''' has a value configured and '''anon-agent-id''' is set to <tt>true</tt>, then, having received the scoring response, the subroutine matches actual agent IDs stored in the interaction global map to the hashed agent IDs in the scoring response. All returned scores are stored with the actual agent ID in the global map for further use in the ScoreIdealAgent and isAgentScoreGood subroutines.

'''GetActionFilters'''

*If '''anon-salt''' is has a value configured and '''anon-agent-id''' is set to <tt>true</tt>, the subroutine sends the anonymized version of the value in the Agent ID field in the score request.
*The subroutine stores the hashed agent IDs together with the actual agent IDs in the interaction-level URS global map so that the ActivatePredictiveRouting_v3 subroutine can map the hashed Agent IDs received in the scoring response with the actual Agent IDs for routing.

'''GPRIxnCleanup'''

*If the '''anon-salt''' option has a value configured and '''anon-customer-id''' is set to <tt>true</tt>, the subroutine sends the anonymized version of the gpmAgentID value to the score log.
*If the '''anon-salt''' option has a value configured and '''anon-customer-id''' is set to <tt>true</tt>, the subroutine sends the anonymized version of the context_id value to the score log.
|Status=No
}}
}}

PE-GPR/9.0.0/Deployment/GIMintegration

2020-10-22T12:49:17Z

Vivian: Published

{{ArticleKVP
|Standalone=No
|DisplayName=Integrate with Genesys Reporting
|Platform=GenesysEngage-onpremises
|TocName=Integrate with Genesys Reporting
|ComingSoon=No
|Context=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 {{Glossaryterm|term=Key-Value Pair|text=key-value pairs (KVPs)}}. 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.
|Section={{Section
|sectionHeading=GPR Reporting Data Flow
|Type=Structured
|alignment=Vertical
|gif=No
|structuredtext=[[File:GPRHistRptArch-Hybrid.png|left|thumb|GPR Reporting Data Flow]]

#GPR data in the form of KVPs is attached to EventUserEvent TEvents.
#:The UserEvent contains '''AttributeThisDN''' with a value of <tt>Route Point,</tt> 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 {{Optionslink|link=Options:Predictive_Route_DataCfg:default:vq-for-reporting}} option.
#Interaction Concentrator stores the KVP data in the Interaction Database (IDB), in the CUSTOM_DATA_S table.
#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.
#*Genesys Info Mart has specific requirements for the KVPs that must be attached (see {{Link-SomewhereInThisManual|topic=GIMintegration|anchor=KVPs|display text=GPR KVPs for Genesys Reporting}}, below).
#Reporting and Analytics Aggregates (RAA) further transforms the data in preparation for use by the presentation layer.
#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'':
#*[https://all.docs.genesys.com/PEC-REP/Current/RPRT/HRCXIGPRAHTQ Predictive Routing - AHT & Queue Dashboard]
#*[https://all.docs.genesys.com/PEC-REP/Current/RPRT/HRCXIGPRMdlEfcncy Predictive Routing - Model Efficiency Dashboard]
#*[https://all.docs.genesys.com/PEC-REP/Current/RPRT/HRCXIGPRAgntOcpncy Predictive Routing Agent Occupancy Dashboard]
#*[https://all.docs.genesys.com/PEC-REP/Current/RPRT/HRCXIPredictiveABTstng Predictive Routing A/B Testing Report]
#*[https://all.docs.genesys.com/PEC-REP/Current/RPRT/HRCXIPredictiveDtl Predictive Routing Detail Report]
#*[https://all.docs.genesys.com/PEC-REP/Current/RPRT/HRCXIPredictiveOprtnl Predictive Routing Operational Report]
#*[https://all.docs.genesys.com/PEC-REP/Current/RPRT/HRCXIPredictiveQStat Predictive Routing Queue Statistics Report]
#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 {{#Widget:ExtLink|link=http://community.demo.genesys.com/pulse/templates|displaytext=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 {{Link-SomewhereInThisVersion|manual=Help|topic=Reports|display text=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:

*{{Link-SomewhereInThisManual|topic=ixnFlows|anchor=top|display text=Routing Scenarios Using GPR}}
*{{Link-SomewhereInThisManual|topic=agentScoring|anchor=top|display text=How Does GPR Score Agents?}}

{{AnchorDiv|sendingDataToGIM}}
|fullwidth=No
|Status=No
}}{{Section
|sectionHeading=Configure Historical Reporting
|Type=Structured
|anchor=enablingReporting
|alignment=Vertical
|gif=No
|structuredtext=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).{{NoteFormat|For general information about how Genesys Info Mart uses attached user data, see the [https://docs.genesys.com/Documentation:GIM:Dep:GIMUserData Genesys Info Mart and Attached User Data] section of the ''Genesys Info Mart Deployment Guide.''|2}}

#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 [https://docs.genesys.com/Documentation:GIM:Dep:GIMPrepICON Preparing Interaction Concentrator] in the ''Genesys Info Mart Deployment Guide.''
#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.
#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.
#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.
#Configure Interaction Concentrator to store the GPR KVPs:
##Set the [https://docs.genesys.com/Documentation/Options/Current/ICON/ICON-custom-states#store-event-data store-event-data] option to <tt>all</tt>, the recommended setting in GPR deployments, or <tt>conf</tt>. 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 <tt>all</tt>, which ensures that ICON stores all the UserEvent-based KVPs that Genesys Info Mart requires. However, be aware that setting '''store-event-data'''=<tt>all</tt> 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 <tt>conf</tt>, use the following [https://docs.genesys.com/Documentation/Options/Current/ICON/ICON-custom-states#EventData 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
##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 <tt>Application</tt> object.
#Configure GPR to attach KVP data by configuring the following options on the '''Predictive_Route_DataCfg''' Transaction List object:
#*[https://docs.genesys.com/Documentation/Options/Current/GPM/GPM_PRD-default#send-user-event send-user-event] - Enables attaching the Predictive Routing-specific key-value pairs.
#*[https://docs.genesys.com/Documentation/Options/Current/GPM/GPM_PRD-default#vq-for-reporting 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 {{Link-SomewhereInThisManual|topic=GIMintegration|anchor=KVPs|display text=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
#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 [https://docs.genesys.com/Documentation:GIM:Dep:GIMDepVoiceSummary:latest Enabling Reporting on Voice Activity] in the ''Genesys Info Mart Deployment Guide''.
#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 [https://docs.genesys.com/Documentation/Options/Current/RAA/RAA-agg-feature#enable-gpr enable-gpr] and [https://docs.genesys.com/Documentation/Options/Current/RAA/RAA-agg-feature#enable-gpr-fcr enable-gpr-fcr] options.
#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 [https://docs.genesys.com/Documentation:GIM:Dep:GIMPrepICONApp#custom-states Important custom-states ICON Configuration Options] and [https://docs.genesys.com/Documentation:GIM:Dep:GIMPrepICONApp#uedataConfigConsiderations Configuration Considerations] in the ''Genesys Info Mart Deployment Guide.''
|fullwidth=No
|Status=No
}}{{Section
|sectionHeading=GPR KVPs for Genesys Reporting
|Type=Structured
|anchor=KVPs
|alignment=Vertical
|gif=No
|structuredtext=The following table describes the KVPs that Genesys Info Mart uses to enable GPR reporting. {{NoteFormat
|
*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.
|
2}}
|fullwidth=No
|Status=No
}}
|KVP={{KVP
|KVP=gpmAgentDBID
|KVPDesc=Optional. The DBID of the agent to whom the interaction was routed.
|KVPType=INT
|KVPDefault=no default value
|mapsTo=RESOURCE_.RESOURCE_CFG_DBID (referenced through GPM_FACT.RESOURCE_KEY)
}}{{KVP
|KVP=gpmRouteAttemptId
|KVPDesc=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 <tt>1</tt>.
|KVPType=INT
|KVPDefault=0
|KVPValid=integers starting from 1
|mapsTo=GPM_FACT.ROUTE_ATTEMPT_ID
}}{{KVP
|KVP=gpmMode
|KVPDesc=The mode in which Predictive Routing is operating, as specified by the [https://docs.genesys.com/Documentation/Options/Draft/GPM/GPM_PRD-default#prr-mode prr-mode] configuration option. For information about turning predictive routing off, see [https://docs.genesys.com/Documentation/GPM/9.0.0/oneguide/cfgSubroutines#gprOff Turn Off Predictive Routing].
|KVPType=Enum
|KVPDefault=unknown
|KVPValid=prod, off, dry-run, ab-test-time-sliced, unknown
|mapsTo=GPM_RESULT.GPM_MODE (referenced through GPM_FACT.GPM_RESULT_KEY)
|modified=9.0.015.00 - The value <tt>off</tt> was added.
}}{{KVP
|KVP=gpmStatus
|KVPDesc=Indicates the scenario under which the interaction was processed. For more information about the scenarios, see {{Link-SomewhereInThisVersion|manual=Deployment|topic=ixnFlows|display text=Routing Scenarios Using GPR}}.
|KVPType=Enum
|KVPDefault=unknown
|KVPValid=agent-surplus, call-surplus, unknown
|mapsTo=GPM_RESULT.GPM_STATUS (referenced through GPM_FACT.GPM_RESULT_KEY)
}}{{KVP
|KVP=gpmUse
|KVPDesc=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:

*<tt>1</tt> - When the mode is <tt>ab-test-time-sliced</tt>, indicates that the interaction was selected for Predictive Routing. When the mode is <tt>prod</tt>, indicates the normal case, when Predictive Routing occurred without error.
*<tt>0</tt> - When the mode is <tt>ab-test-time-sliced</tt>, indicates the interaction was processed with skill-based routing. When the mode is <tt>dry-run</tt>, indicates that the interaction completed without error.
*<tt>unknown</tt> - For any mode, indicates that an error occurred in one of the Predictive Routing subroutines, and the solution defaulted to skill-based routing.
|KVPType=Enum
|KVPDefault=unknown
|KVPValid=1, 0, unknown
|mapsTo=GPM_RESULT.GPM_USE (referenced through GPM_FACT.GPM_RESULT_KEY)
}}{{KVP
|KVP=gpmResult
|KVPDesc=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
|KVPType=Enum
|KVPDefault=no default value
|KVPValid=1–16
|mapsTo=GPM_RESULT.GPM_RESULT (referenced through GPM_FACT.GPM_RESULT_KEY)
|mandatoryForGIM=yes
|modified=9.0.015.00 - The values 12, 13, 14, and 15 were added.9.0.018.00 - The value 16 was added.
}}{{KVP
|KVP=gpmCustomerFound
|KVPDesc=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.
|KVPType=Enum
|KVPDefault=unknown
|KVPValid=0 (= No), 1 (= Yes), unknown
|mapsTo=GPM_RESULT.CUSTOMER_FOUND (referenced through GPM_FACT.GPM_RESULT_KEY)
}}{{KVP
|KVP=gpmPredictor
|KVPDesc=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.
|KVPType=CHAR(255)
|KVPDefault=unknown
|KVPValid=The name of any Predictor in your environment
|mapsTo=GPM_PREDICTOR.PREDICTOR (referenced through GPM_FACT.GPM_PREDICTOR_KEY)
}}{{KVP
|KVP=gpmPredictorId
|KVPDesc=The UUID of the Predictor used for scoring.
|KVPType=CHAR(24)
|KVPDefault=unknown
|KVPValid=The ID for any Predictor in your environment
|mapsTo=GPM_PREDICTOR.PREDICTOR_ID (referenced through GPM_FACT.GPM_PREDICTOR_KEY)
}}{{KVP
|KVP=gpmModel
|KVPDesc=The name of the Model used to calculate agent scores for the interaction.
|KVPType=CHAR(255)
|KVPDefault=unknown
|KVPValid=The name of any Model in your environment
|mapsTo=GPM_MODEL.MODEL (referenced through GPM_FACT.GPM_MODEL_KEY)
}}{{KVP
|KVP=gpmModelId
|KVPDesc=The UUID of the Model used to calculate agent scores for the interaction.
|KVPType=CHAR(24)
|KVPDefault=unknown
|KVPValid=The ID for any Model in your environment
|mapsTo=GPM_MODEL.MODEL_ID (referenced through GPM_FACT.GPM_MODEL_KEY)
}}{{KVP
|KVP=gpmMessage
|KVPDesc=The message that displays when the Predictive Routing result reported in the gpmResult KVP is an error.
|KVPType=CHAR(255)
|KVPDefault=no default value
|mapsTo=GPM_FACT.MESSAGE
}}{{KVP
|KVP=gpmAgentScore
|KVPDesc=The score of the agent to whom the interaction was routed.
|KVPType=FLOAT
|KVPDefault=0
|KVPValid=any non-negative float value
|mapsTo=GPM_FACT.AGENT_SCORE
}}{{KVP
|KVP=gpmGlobalScore
|KVPDesc=The mean score calculated for an interaction using the Global Model.
|KVPType=FLOAT
|KVPDefault=0
|KVPValid=any non-negative float value
|mapsTo=GPM_FACT.GLOBAL_SCORE
}}{{KVP
|KVP=gpmMedianScore
|KVPDesc=The median score for the target group of agents to which the agent who received the interaction belongs.
|KVPType=FLOAT
|KVPDefault=0
|KVPValid=any non-negative float value
|mapsTo=GPM_FACT.MEDIAN_SCORE
}}{{KVP
|KVP=gpmMaxScore
|KVPDesc=The score of the best-matching agent in the target group.
|KVPType=FLOAT
|KVPDefault=0
|KVPValid=any non-negative float value
|mapsTo=GPM_FACT.MAX_SCORE
}}{{KVP
|KVP=gpmMinScore
|KVPDesc=The score of the worst-matching agent in the target group.
|KVPType=FLOAT
|KVPDefault=0
|KVPValid=any non-negative float value
|mapsTo=GPM_FACT.MIN_SCORE
}}{{KVP
|KVP=gpmScoreAboveMedian
|KVPDesc=Indicates whether the score for the selected agent was better than the median score for the target group.
|KVPType=Enum
|KVPDefault=unknown
|KVPValid=0 (no), 1 (yes), unknown
|mapsTo=GPM_FACT.SCORE_ABOVE_MEDIAN
}}{{KVP
|KVP=gpmAgentRank
|KVPDesc=The rank of the agents in the target group, based on agent scores sorted in descending order.
|KVPType=SHORT
|KVPDefault=0
|KVPValid=0, any positive integer
|mapsTo=GPM_FACT.AGENT_RANK
}}{{KVP
|KVP=gpmTargetSize
|KVPDesc=The size of the scored target group (in other words, the length of the list of agents received from the scoring engine).
|KVPType=SHORT
|KVPDefault=0
|KVPValid=0, any positive integer
|mapsTo=GPM_FACT.TARGET_SIZE
}}{{KVP
|KVP=gpmWaitTime
|KVPDesc=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.
|KVPType=INT
|KVPDefault=0
|KVPValid=0, any positive integer
|mapsTo=GPM_FACT.WAIT_TIME
}}{{KVP
|KVP=CALLID
|KVPDesc=Value of AttributeCallUUID for the interaction.
|KVPType=CHAR(32)
|KVPDefault=a valid CALLID
|mapsTo=GPM_FACT.MEDIA_SERVER_IXN_GUID
|mandatoryForGIM=yes
}}{{KVP
|KVP=START_TS
|KVPDesc=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.
|KVPType=INT
|KVPDefault=no default value
|KVPValid=a valid UTC timestamp
|mapsTo=GPM_FACT.START_DATE_TIME_KEY
|mandatoryForGIM=yes
}}{{KVP
|KVP=ADDED_TS
|KVPDesc=UTC timestamp, indicating the date and time when the record was added as inherited from the T-Server TEvent.
|KVPType=INT
|KVPDefault=no default value
|KVPValid=any valid UTC timestamp
|mapsTo=GPM_FACT.ADDED_TS
|mandatoryForGIM=yes
}}{{KVP
|KVP=gpmDefaultAgentScore
|KVPDesc=This default agent score for the associated interaction. The value is the outcome, for this interaction, of the setting specified in the [https://docs.genesys.com/Documentation/Options/Draft/GPM/GPM_PRD-default-predictor#default-agent-score default-agent-score] configuration option.
|KVPType=FLOAT
|KVPDefault=0
|KVPValid=any non-negative float value
|mapsTo=GPM_FACT.DEFAULT_SCORE
|introduced=9.0.015.00
}}{{KVP
|KVP=gpmDefaultScoreUsed
|KVPDesc=*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 [https://docs.genesys.com/Documentation/Options/Draft/GPM/GPM_PRD-default-predictor#default-agent-score default-agent-score] configuration option.
|KVPType=INT
|KVPDefault=0
|KVPValid=0, 1
|mapsTo=GPM_FACT.DEFAULT_SCORE_USED
|introduced=9.0.015.00
}}{{KVP
|KVP=gpmDefaultScoredAgents
|KVPDesc=The number of agents assigned the default score for the associated interaction.
|KVPType=INT
|KVPDefault=0
|KVPValid=0, any positive integer
|mapsTo=GPM_FACT.DEFAULT_SCORES_COUNT
|introduced=9.0.015.00
}}{{KVP
|KVP=gpmGlobalScoreCount
|KVPDesc=Describes the number of agent scores returned for an interaction using a GLOBAL model.
|KVPType=INT
|KVPDefault=0
|KVPValid=0, any positive integer
|mapsTo=GPM_FACT.GLOBAL_SCORES_COUNT
|introduced=9.0.015.00
}}{{KVP
|KVP=gpmAdjustedAgentScore
|KVPDesc=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.
|KVPType=FLOAT
|KVPDefault=0
|KVPValid=any non-negative float value
|mapsTo=GPM_FACT.ADJUSTED_SCORE
|introduced=9.0.015.00
}}{{KVP
|KVP=gpmInitialScoreThreshold
|KVPDesc=The initial threshold value used for the interaction, taken from the value set in the [https://docs.genesys.com/Documentation/Options/Draft/GPM/GPM_PRD-default-predictor#score-base-threshold score-base-threshold] configuration option.
|KVPType=INT
|KVPDefault=0
|KVPValid=any integer
|mapsTo=GPM_FACT.INITIAL_SCORE_THRESHOLD
|introduced=9.0.015.00
}}{{KVP
|KVP=gpmFinalScoreThreshold
|KVPDesc=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 [https://docs.genesys.com/Documentation/Options/Draft/GPM/GPM_PRD-default-predictor agent holdout options].
|KVPType=INT
|KVPDefault=0
|KVPValid=any integer
|mapsTo=GPM_FACT.FINAL_SCORE_THRESHOLD
|introduced=9.0.015.00
}}{{KVP
|KVP=gpmSuitableAgentsCount
|KVPDesc=The number of agents who had scores greater than or equal to the initial threshold value when the scoring response was received.
|KVPType=INT
|KVPDefault=0
|KVPValid=0, any positive integer
|mapsTo=GPM_FACT.SUITABLE_AGENTS_COUNT
|introduced=9.0.015.00
}}{{KVP
|KVP=gpmPredictorType
|KVPDesc=Describes whether the applied predictor is used for Sales KPI or Service KPI.
|KVPType=CHAR[32]
|KVPDefault=unknown
|KVPValid=Sales, Service
|mapsTo=GPM_DIM1.PREDICTOR_TYPE
|introduced=9.0.016.00
}}{{KVP
|KVP=gpmRoutingMethod
|KVPDesc=Reserved for future use.
|KVPType=CHAR[32]
|KVPDefault=unknown
|mapsTo=GPM_DIM1.ROUTING_CRITERIA
|introduced=9.0.015.00
}}{{KVP
|KVP=gpmVQDBID
|KVPDesc=The DBID of the virtual queue or DN configured in the [https://docs.genesys.com/Documentation/Options/Draft/GPM/GPM_PRD-default#vq-for-reporting vq-for-reporting] configuration option (configured on the Predictive_Route_DataCfgTransaction List object).

*Requires Genesys Info Mart release 8.5.014.19 or higher.

|KVPType=INT
|KVPDefault=No default value
|KVPValid=Any valid DBID
|mapsTo=RESOURCE_.RESOURCE_CFG_DBID (referenced through GPM_FACT.VQ_RESOURCE_KEY)
|introduced=9.0.016.00
}}{{KVP
|KVP=gpmVQGUID
|KVPDesc=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.

|KVPType=CHAR[32]
|KVPDefault=No default value
|KVPValid=Any valid Virtual Queue GUID
|mapsTo=GPM_FACT.VQ_GUID
|introduced=9.0.016.00
}}{{KVP
|KVP=gpmPriorityIncrement
|KVPDesc=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.
|KVPType=CHAR[32]
|KVPDefault=0
|KVPValid=0, 1
|introduced=9.0.016.00
}}{{KVP
|KVP=CustomerID
|KVPDesc=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.
|KVPType=Postgres: varchar(255); Oracle: VARCHAR2(255 CHAR); Microsoft SQL: varchar(255)/nvarchar(255)
|mapsTo=IRF_USER_DATA_GEN_1.CUSTOMER_ID
|introduced=9.0.016.00
}}{{KVP
|KVP=ServiceType
|KVPDesc=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.
|KVPType=Oracle: VARCHAR2(255 CHAR); Postgres: varchar(255); Microsoft SQL: nvarchar(170)
|mapsTo=INTERACTION_DESCRIPTOR.SERVICE_TYPE
|introduced=9.0.016.00
}}{{KVP
|KVP=gpmPriorityIncrement
|KVPDesc=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.
|KVPType=N/A
|KVPDefault=0
|KVPValid=0,1
|mapsTo=N/A
|introduced=9.0.016.00
}}{{KVP
|KVP=gpmDeploymentType
|KVPDesc=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.
|KVPType=N/A
|KVPDefault=hybrid
|KVPValid=hybrid, cloud
|mapsTo=N/A
|introduced=9.0.017.00
}}
}}
{{BestPractices}}

File:GPRHistRptArch-Hybrid.png

2020-10-22T12:48:51Z

Vivian: Vivian uploaded a new version of File:GPRHistRptArch-Hybrid.png

PE-GPR/9.0.0/Help/cfgAccounts

2020-10-19T15:15:18Z

Vivian: Published

{{Article
|Standalone=No
|DisplayName=Configure your account
|TocName=Configure your account
|Context=An account usually represents a business or, in multitenant environments, a tenant. This page explains how to update your account.
|ComingSoon=No
|Platform=GenesysEngage-cloud
|Section={{Section
|sectionHeading=Update your account
|alignment=Horizontal
|Media=Image
|image=PRMcreateAccount.png
|structuredtext=To configure and account, click an account name. The following parameters appear on the '''Accounts Settings''' tab. For help with the '''Account/Password Policy''' tab, see {{Link-SomewhereInThisManual|topic=cfgAccounts|anchor=acctPasswordMgmt|display text=Password policy configuration}}.

*Locked—(STAFF and ADMIN users only) Lock the account to prevent anyone from editing it.
*Account Name—The name you assigned to the account.
*API key - The API key required to access the Predictive Routing API.
|structuredtextwide=*(STAFF use only) Customer Features Limit and Agent Features Limit - STAFF users can configure the number of customer and agent features supported for upload to the Customer Profile and Agent Profile datasets. The default value for these fields is 50.
*(STAFF use only) Audit Log Enabled - Turn the audit trail on or off. Production environments typically use audit logging.
*(STAFF use only) Genesys Engage Cloud Tenant ID - The Genesys-provided Tenant ID for your Genesys Engage cloud account. This field is mandatory.
*Account Notes - Any information important to keep about this account.
|Status=No
}}{{Section
|sectionHeading=The Password Policy tab
|anchor=acctPasswordMgmt
|alignment=Vertical
|structuredtext=ADMIN users can use this tab to specify how GPR handles user passwords and login attempts. It contains the following fields:
{{{!}} border="1"
{{!}}-
!{{!}}Field name
!{{!}}Default Value
!{{!}}Valid Values
{{!}}-
{{!}}{{!}}Password expires after [x] days
{{!}}{{!}}90
{{!}}{{!}}1–90 days
{{!}}-
{{!}}{{!}}Password cannot be changed until after [x] hours
{{!}}{{!}}24
{{!}}{{!}}1–72 hours
{{!}}-
{{!}}{{!}}Show password expiration reminder [x] days before password expiry
{{!}}{{!}}7
{{!}}{{!}}1–14 days
{{!}}-
{{!}}{{!}}Password cannot be the same as the [x] previous passwords
{{!}}{{!}}5
{{!}}{{!}}5–15 previous passwords
{{!}}-
{{!}}{{!}}Account is locked after [x] invalid login attempts
{{!}}{{!}}6
{{!}}{{!}}3–6 invalid login attempts
{{!}}-
{{!}}{{!}}Unlock user account after [x] minutes
{{!}}{{!}}60
{{!}}{{!}}30–300 minutes
{{!}}-
{{!}}{{!}}Block inactive user after [x] days
{{!}}{{!}}45
{{!}}{{!}}1–90 days
{{!}}-
{{!}}{{!}}Message to show blocked users:
{{!}}{{!}}This user account was blocked due to too many failed login attempts. Please try again later.
{{!}}{{!}}Leave the default, edit the message to be displayed to blocked users, or leave the text box empty to omit a notification message.
{{!}}}
|Status=No
}}{{Section
|sectionHeading=Accessing audit trail information
|anchor=audit
|alignment=Vertical
|structuredtext=If you must view audit trail information, contact your Genesys representative for assistance. Genesys retains audit data for five years, then automatically deletes it.

You can request an audit record for the following activities:

*Actions (see the list below) done by any user who has access to the current account.
*Creation or deletion of objects in the system.

For each activity, the audit log stores following information:

*The user ID of the person who performed the action.
*The date and time of the action.
*The result of the operation (failure, success).
*The GPR components affected by the action.

GPR stores the specified data for the following objects:

*'''Datasets'''
**create
**append
**delete
*'''Agent Profiles and Customer Profiles'''
**create (but only if created using the Predictive Routing application; the audit trail does not record profiles created using the API)
**append
*'''Users/Accounts'''
**create/update
**delete
*'''Predictors'''
**create
**update
**generate training data
**purge training data
**copy
*'''Models'''
**create
**delete
**train
**activate
**suspend
|Status=No
}}
}}

File:PRMcreateAccount.png

2020-10-15T18:34:31Z

Vivian: Vivian uploaded a new version of File:PRMcreateAccount.png

File:PRMcreateAccount.png

2020-10-15T18:18:27Z

Vivian: Vivian uploaded a new version of File:PRMcreateAccount.png

File:PRMcreateAccount.png

2020-10-15T18:17:51Z

Vivian: Vivian uploaded a new version of File:PRMcreateAccount.png