PE-GPR/9.0.0/Deployment/GIMintegration - Revision history

Vivian.hood@genesys.com: Published

2020-12-09T14:51:01Z

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Vivian: Published

2020-10-22T12:49:17Z

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Vivian: Published

2020-09-24T19:43:02Z

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Vivian: Published

2020-09-22T17:24:17Z

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Vivian: Published

2020-09-22T13:26:51Z

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WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

2020-07-25T02:30:13Z

Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

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2020-07-15T11:44:33Z

Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Bgrenon: Published

2020-06-09T13:39:29Z

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Vivian: Published

2020-04-17T18:54:31Z

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Vivian: Published

2020-03-06T18:02:43Z

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@@ Line 165: / Line 165: @@
 *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
+|KVPValid=1–17
 |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.
+|modified=9.0.015.00 - The values 12, 13, 14, and 15 were added. 9.0.018.00 - The value 16 was added. 9.0.018.01 - The value 17 was added.
 }}{{KVP
 |KVP=gpmCustomerFound

@@ Line 81: / Line 81: @@
 #**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 GI2/Genesys CX Insights reporting or other applications that use RAA aggregation.)
+#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:
@@ Line 164: / Line 164: @@
 *14 - Call Routing Failed
 *15 - Predictive Routing is turned off or not used for this interaction
 |KVPType=Enum
 |KVPDefault=no default value
-|KVPValid=1–15
+|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.
+|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

@@ Line 17: / Line 17: @@
 #: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 GI2/Genesys CX Insights historical reporting on GPR activity and performance.
+#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 GI2 or 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'':
+#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]
@@ Line 49: / Line 49: @@
 |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 GI2/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}}
+|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.''
@@ Line 63: / Line 63: @@
 ##**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=char,gpmVQDBID,char,gpmGlobalScore,char,gpmMedianScore, char,gpmAdjustedAgentScore,char,gpmVQGUID
-##**EventData_1=char,gpmModelId,char,gpmMinScore,char,gpmDefaultScoreUsed,char,gpmTargetSize,char,gpmWaitTime
+##**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_2=char,gpmAgentRank,char,gpmUse,char,gpmVQNumber, char,gpmRouteAttemptId,char,gpmPredictorType
-##**EventData_3=char,gpmPredictorId,char,gpmScoreAboveMedian,char,gpmSuitableAgentsCount,char,gpmDefaultScoredAgents,char,gpmPredictor
+##**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_4=char,gpmInitialScoreThreshold,char,gpmMessage, char,gpmResult,char,gpmMode,char,gpmCustomerFound
-##**EventData_5=char,gpmSwitchName,char,gpmMaxScore,char,gpmDefaultAgentScore,char,gpmAgentScore,char,gpmAgentID
+##**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_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_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.

@@ Line 2: / Line 2: @@
 |Standalone=No
 |DisplayName=Integrate with Genesys Reporting
-|Platform=GenesysEngage-cloud
+|Platform=GenesysEngage-onpremises
 |TocName=Integrate with Genesys Reporting
 |ComingSoon=No
@@ Line 8: / Line 8: @@
 |Section={{Section
 |sectionHeading=GPR Reporting Data Flow
-|Standalone=No
+|Type=Structured
 |alignment=Vertical
 |structuredtext=[[File:GPRHistRptArch-Hybrid.png|left|thumb|GPR Reporting Data Flow]]
@@ Line 45: / Line 45: @@
 }}{{Section
 |sectionHeading=Configure Historical Reporting
 |anchor=enablingReporting
 |alignment=Vertical
 |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 GI2/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}}
@@ Line 93: / Line 93: @@
 }}{{Section
 |sectionHeading=GPR KVPs for Genesys Reporting
 |anchor=KVPs
 |alignment=Vertical
 |structuredtext=The following table describes the KVPs that Genesys Info Mart uses to enable GPR reporting. {{NoteFormat
+|

@@ Line 21: / Line 21: @@
 #Reporting and Analytics Aggregates (RAA) further transforms the data in preparation for use by the presentation layer.
 #Using GI2 or 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://docs.genesys.com/Documentation:GCXI:User:HRCXIGPRAHTQ Predictive Routing - AHT & Queue Dashboard]
+#*[https://all.docs.genesys.com/PEC-REP/Current/RPRT/HRCXIGPRAHTQ Predictive Routing - AHT & Queue Dashboard]
-#*[https://docs.genesys.com/Documentation:GCXI:User:HRCXIGPRMdlEfcncy Predictive Routing - Model Efficiency Dashboard]
+#*[https://all.docs.genesys.com/PEC-REP/Current/RPRT/HRCXIGPRMdlEfcncy Predictive Routing - Model Efficiency Dashboard]
-#*[https://docs.genesys.com/Documentation:GCXI:User:HRCXIGPRAgntOcpncy Predictive Routing Agent Occupancy Dashboard]
+#*[https://all.docs.genesys.com/PEC-REP/Current/RPRT/HRCXIGPRAgntOcpncy Predictive Routing Agent Occupancy Dashboard]
-#*[https://docs.genesys.com/Documentation:GCXI:User:HRCXIPredictiveABTstng Predictive Routing A/B Testing Report]
+#*[https://all.docs.genesys.com/PEC-REP/Current/RPRT/HRCXIPredictiveABTstng Predictive Routing A/B Testing Report]
-#*[https://docs.genesys.com/Documentation:GCXI:User:HRCXIPredictiveDtl Predictive Routing Detail Report]
+#*[https://all.docs.genesys.com/PEC-REP/Current/RPRT/HRCXIPredictiveDtl Predictive Routing Detail Report]
-#*[https://docs.genesys.com/Documentation:GCXI:User:HRCXIPredictiveOprtnl Predictive Routing Operational Report]
+#*[https://all.docs.genesys.com/PEC-REP/Current/RPRT/HRCXIPredictiveOprtnl Predictive Routing Operational Report]
-#*[https://docs.genesys.com/Documentation:GCXI:User:HRCXIPredictiveQStat Predictive Routing Queue Statistics 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:
@@ Line 33: / Line 33: @@
 #*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, GPR offers in-interface analysis reports:
+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:

@@ Line 124: / Line 124: @@
 }}{{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 [[Documentation:GPM:oneguide:cfgSubroutines:9.0.0#gprOff|Turn Off Predictive Routing]].
+|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

@@ Line 62: / Line 62: @@
 #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.
-##If you set '''store-event-data''' to <tt>conf</tt>,  use the [https://docs.genesys.com/Documentation/Options/Current/ICON/ICON-custom-states#EventData EventData] option to specify which KVPs to store.
+##*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:
-##: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.
-##*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.
-##*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:
 ##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:
+#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/Draft/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#send-user-event send-user-event] - Enables attaching the Predictive Routing-specific key-value pairs.
-##*[https://docs.genesys.com/Documentation/Options/Draft/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:
+#*[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
+#**gpmResult
-##**CALLID
+#**CALLID
-##**START_TS
+#**START_TS
-##**ADDED_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''.
+#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 GI2/Genesys CX Insights reporting or other applications that use RAA aggregation.)
+#Enable aggregation of GPR data. (Required for GI2/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.
+#*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:
+#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 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 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.
+#*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.''
@@ Line 427: / Line 436: @@
 |mapsTo=N/A
 |introduced=9.0.016.00
 }}
 }}
 {{BestPractices}}

@@ Line 56: / Line 56: @@
 #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 or Composer SCXML scripts (depending on your environment), so it should be meaningful and recognizable.
+#*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 or Orchestration Server:
+#Configure URS:
-#*In the connections of your Universal Routing Server application or Orchestration Server application (as appropriate in your environment), add the T-Server/SIP Server used to define the reporting Switch and DN in the GPR configuration. For example, GPR_Switch.
+#*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 or Composer, 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.
+#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.
@@ Line 396: / Line 396: @@
 |mapsTo=GPM_FACT.VQ_GUID
 |introduced=9.0.016.00
-}}<!--{{KVP
+}}{{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]
@@ Line 404: / Line 405: @@
 |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
@@ Line 425: / Line 421: @@
 |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

PE-GPR/9.0.0/Deployment/GIMintegration - Revision history

Vivian.hood@genesys.com: Published

Vivian: Published

Vivian: Published

Vivian: Published

Vivian: Published

WikiSysop: Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Bgrenon: Published

Vivian: Published

Vivian: Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"