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

WikiSysop at 12:45, March 31, 2022

2022-03-31T12:45:43Z

Ed.jamer@genesys.com: Text replacement - "Genesys Engage [cC]loud" to "Genesys Multicloud CX"

2021-11-09T20:29:25Z

Text replacement - "Genesys Engage [cC]loud" to "Genesys Multicloud CX"

Vivian.hood@genesys.com: Published

2021-01-22T14:49:21Z

Published

Vivian: Published

2020-10-08T20:54:40Z

Published

Vivian: Published

2020-09-22T13:26:57Z

Published

Vivian: Published

2020-09-21T19:11:22Z

Published

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

2020-07-25T02:31:21Z

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

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

2020-07-15T11:44:10Z

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

Vivian: Published

2020-05-26T15:33:42Z

Published

Vivian: Published

2020-04-17T18:55:10Z

Published

@@ Line 57: / Line 57: @@
 *{{#Widget:ExtLink|link=https://docs.docker.com/engine/security/security/|displaytext=Docker Security}}
 ===Secure connections===
-Predictive Routing supports the following security and connection protocols:
+Predictive Routing supports the following security and connection protocols for Data in Transit:
 *ADDP

@@ Line 3: / Line 3: @@
 |DisplayName=Architecture and security
 |TocName=Architecture and security
-|Context=This topic presents Genesys Predictive Routing (GPR) architecture, first at a high-level overview, followed by more detailed views of the connections used by Data Loader and the URS Strategy Subroutines with the GPR Platform, which is deployed in the Genesys Engage cloud.
+|Context=This topic presents Genesys Predictive Routing (GPR) architecture, first at a high-level overview, followed by more detailed views of the connections used by Data Loader and the URS Strategy Subroutines with the GPR Platform, which is deployed in the Genesys Multicloud CX.
 |ComingSoon=No
 |Platform=GenesysEngage-onpremises
@@ Line 87: / Line 87: @@
 |anchor=archSecFaqs
 |alignment=Vertical
-|structuredtext='''Q:''' Is there any effect on on-premises components when the GPR Core Platform, running in the Genesys Engage Cloud, is upgraded?
+|structuredtext='''Q:''' Is there any effect on on-premises components when the GPR Core Platform, running in the Genesys Multicloud CX, is upgraded?
 '''A:''' Upgrades are done as rolling upgrades, so there is no downtime. In most cases, there is backwards compatibility with all supported releases of the on-premises components. If any upgrades are required, there will be proper communication about deprecated features and changes to the software that require changes or upgrades to installed components.

@@ Line 20: / Line 20: @@
 *Connects to the Genesys Info Mart Database for agent-related data, which is uploaded and stored in the Agent Profile. This data includes agent details, such as a location, languages, skills and skill levels, and so on. To configure the schema for this agent data, and to control when Data Loader refreshes data, you must use configuration options in the '''[dataset-agent-gim]''' section of the Data Loader Application object.
-*Connects to Configuration Server to read configuration information for Datasets and the Agent and Customer Profiles, as well as other values provided in configuration options, such as the URL to connect to the GPR Core Platform.
+*Connects to Configuration Server to read configuration information for datasets and the Agent and Customer Profiles, as well as other values provided in configuration options, such as the URL to connect to the GPR Core Platform.
 **Data Loader requires a connection to Configuration Server. It does not support connections to Configuration Server Proxy.
-*Automatically extracts data from the Genesys Info Mart Database to create Datasets.
+*Automatically extracts data from the Genesys Info Mart Database to create datasets.
 *For complete configuration information of the Data Loader data upload functionality, see {{Link-SomewhereInThisVersion|manual=Deployment|topic=DL-CfgFile|display text=Configure Data Loader to upload data}}.
 *For information on how to create the Data Loader user and assign it the SERVICE role, which enables it to connect to the GPR Core Platform, see {{Link-SomewhereInThisVersion|manual=Help|topic=cfgUserMgmt|anchor=service|display text=Create the Data Loader user}} in the ''Predictive Routing Help''.

@@ Line 79: / Line 79: @@
 ===Secure data===
-GPR enables you to specify certain data fields as sensitive or personally identifiable information (PII), which causes the data in those fields to be anonymized. You can choose to have the data anonymized in Genesys Engage on AWS (the default) after a secure upload using TLS, or have GPR anonymize the data on premise before the upload.
+GPR enables you to specify certain data fields as sensitive or personally identifiable information (PII). Data Loader then anonymizes the PII data before uploading it to the cloud for the GPR Core Platform to use.
 For more information, see {{Link-SomewhereInThisVersion|manual=Deployment|topic=dataReqs|anchor=anonymize|display text=Data anonymization}}.
@@ Line 89: / Line 87: @@
 |anchor=archSecFaqs
 |alignment=Vertical
-|structuredtext='''Q:''' Is there any effect on on-premises components when the GPR Core Platform, running in Genesys Engage on AWS, is upgraded?
+|structuredtext='''Q:''' Is there any effect on on-premises components when the GPR Core Platform, running in the Genesys Engage Cloud, is upgraded?
 '''A:''' Upgrades are done as rolling upgrades, so there is no downtime. In most cases, there is backwards compatibility with all supported releases of the on-premises components. If any upgrades are required, there will be proper communication about deprecated features and changes to the software that require changes or upgrades to installed components.
@@ Line 103: / Line 101: @@
 '''Q:''' How does GPR handle data anonymization?
-'''A:''' Every customer/tenant has a unique salt value that is securely encrypted and stored in AWS. Whenever a new dataset is uploaded, any column you mark as containing sensitive data or personally identifiable information (PII), has all values in that column hashed irreversibly by using sha256 on the tenant_salt + PII value. This hashed outcome is stored in encrypted form in long-term storage. Anonymization is done purely in memory. PII data is never saved until it has been anonymized. The same process is used during prediction and scoring and the values used for prediction are irreversibly hashed in the same manner.
+'''A:''' Every customer/tenant has a unique salt value that is securely encrypted and stored in the {{Optionslink|link=Options:DataLoader:default:anon-salt}} Data Loader configuration option. Whenever a new dataset is uploaded, any column you mark as containing sensitive data or personally identifiable information (PII), has all values in that column hashed irreversibly by using sha256 on the tenant_salt + PII value. This hashed outcome is stored in encrypted form in long-term storage. Anonymization is done purely in memory. PII data is never saved until it has been anonymized. The same process is used during prediction and scoring and the values used for prediction are irreversibly hashed in the same manner.
 '''Q:''' Does GPR support secure communications?
-'''A:''' Yes. All communication between on-premises components and Genesys Engage on AWS is done using TLS 1.2+. All components require HTTPS connections with Engage on AWS, and support HTTPS Proxy if required.
+'''A:''' Yes. All communication between on-premises components and the GPR Core Platform is done using TLS 1.2+. All components require HTTPS connections with GPR Core Platform, and support HTTPS Proxy if required.
 '''Q:''' How do I know whether my on-premises components are compatible and provide support for all the latest features and functionality?

@@ Line 5: / Line 5: @@
 |Context=This topic presents Genesys Predictive Routing (GPR) architecture, first at a high-level overview, followed by more detailed views of the connections used by Data Loader and the URS Strategy Subroutines with the GPR Platform, which is deployed in the Genesys Engage cloud.
 |ComingSoon=No
-|Platform=GenesysEngage-cloud
+|Platform=GenesysEngage-onpremises
 |Section={{Section
 |sectionHeading=GPR architecture

@@ Line 3: / Line 3: @@
 |DisplayName=Architecture and security
 |TocName=Architecture and security
-|Context=This topic presents Genesys Predictive Routing (GPR) architecture, first at a high-level overview, followed by more detailed views of the connections used by Data Loader and the URS Strategy Subroutines with the GPR Platform, which is deployed in the Genesys Cloud.
+|Context=This topic presents Genesys Predictive Routing (GPR) architecture, first at a high-level overview, followed by more detailed views of the connections used by Data Loader and the URS Strategy Subroutines with the GPR Platform, which is deployed in the Genesys Engage cloud.
 |ComingSoon=No
 |Platform=GenesysEngage-cloud
 |Section={{Section
 |sectionHeading=GPR architecture
 |anchor=GPRArchitecture
 |alignment=Vertical
 |structuredtext=The following diagram shows a high-level view GPR, how it connects with other Genesys components, and how data enters GPR. {{NoteFormat|GPR architecture in a high availability (HA) environment is similar to that presented in the diagram except that for HA Data Loader is deployed in a warm-standby primary-backup architecture.
 }} [[File:GPRArchitectureHybrid.png|800px]]
 |Status=No
 }}{{Section
@@ Line 26: / Line 17: @@
 |anchor=ascArch
 |alignment=Vertical
 |structuredtext=Data Loader is a Java application deployed in a Docker container that you can start, stop, and monitor in Solution Control Interface or Genesys Administrator Extension (GAX). It requires that you deploy the AI Data Loader Scripts component as well. Data Loader has the following major functionality:
@@ Line 37: / Line 26: @@
 *For information on how to create the Data Loader user and assign it the SERVICE role, which enables it to connect to the GPR Core Platform, see {{Link-SomewhereInThisVersion|manual=Help|topic=cfgUserMgmt|anchor=service|display text=Create the Data Loader user}} in the ''Predictive Routing Help''.
 *For high availability (HA), uses a primary-backup pair of Data Loader instances, each deployed in a Docker container and monitored through Solution Control Interface (SCI).
 |Status=No
 }}{{Section
@@ Line 44: / Line 31: @@
 |anchor=subsOverview
 |alignment=Vertical
 |structuredtext=Predictive Routing supplies out-of-the-box subroutines for environments running Interaction Routing Designer (IRD) + Universal Routing Server (URS). To deploy the strategy subroutines component, insert the strategy subroutines into the appropriate position in your strategy flow.[[File:StratSubsArchHybrid.png|500px]]{{NoteFormat|Predictive Routing is not supported for environments that use schedule-based routing.}}
 The Subroutines invoke Predictive Routing in real time, sending requests to the GPR Platform, which performs the scoring based on the information you configured in your Predictor and the Model or Models based on it and returns the projected scores for each agent in the target group, indicating how well they would be expected to handle the specific interaction in question given the particular interaction type, customer intent, agent skill level, and whatever other factors you anticipate to be relevant. URS then chooses the optimal routing target.
 |Status=No
 }}{{Section
@@ Line 55: / Line 38: @@
 |anchor=security
 |alignment=Vertical
 |structuredtext=Data Loader is delivered in Docker images. This ensures consistent environments from development to production as Docker containers maintain all configurations and dependencies internally, without depending on software installed on host server. With Docker, upgrades are easier and more predictable. Scaling across multiple hosts requires starting the same Docker containers on multiple host servers. In addition, Docker provides isolation; every part of GPR can be scaled separately and has guaranteed access to hardware resources.
@@ Line 103: / Line 84: @@
 For more information, see {{Link-SomewhereInThisVersion|manual=Deployment|topic=dataReqs|anchor=anonymize|display text=Data anonymization}}.
 |Status=No
 }}{{Section
@@ Line 110: / Line 89: @@
 |anchor=archSecFaqs
 |alignment=Vertical
 |structuredtext='''Q:''' Is there any effect on on-premises components when the GPR Core Platform, running in Genesys Engage on AWS, is upgraded?
@@ Line 135: / Line 112: @@
 '''A:''' Minimum tested interoperable versions are specified in the {{Link-SomewhereInThisVersion|manual=Deployment|topic=envPrereqs|anchor=interop|display text=interoperability matrix}}.
 |Status=No
 }}
 }}
 {{Template:Architecture}}{{Template:HighAvailability}}

@@ Line 7: / Line 7: @@
 |UseCase=
 |ComingSoon=No
-|Platform=PureEngage
+|Platform=GenesysEngage-onpremises
 |Role=
 |Application=

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

WikiSysop at 12:45, March 31, 2022

Ed.jamer@genesys.com: Text replacement - "Genesys Engage [cC]loud" to "Genesys Multicloud CX"

Vivian.hood@genesys.com: 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"

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"