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

WikiSysop at 12:45, March 31, 2022

2022-03-31T12:45:46Z

Ed.jamer@genesys.com: Text replacement - "Gxxx Exxx on-premises" to "Genesys Engage on-premises"

2021-11-09T21:18:20Z

Text replacement - "Gxxx Exxx on-premises" to "Genesys Engage on-premises"

Ed.jamer@genesys.com: Text replacement - "Genesys Engage [oO]n-[pP]remises" to "Gxxx Exxx on-premises"

2021-11-09T21:06:34Z

Text replacement - "Genesys Engage [oO]n-[pP]remises" to "Gxxx Exxx on-premises"

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

2021-11-09T20:31:52Z

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

Ed.jamer@genesys.com at 13:40, April 22, 2021

2021-04-22T13:40:27Z

Vivian.hood@genesys.com: Published

2021-01-22T14:49:18Z

Published

Vivian.hood@genesys.com: Published

2020-12-09T14:47:40Z

Published

Vivian: Published

2020-10-29T15:11:13Z

Published

Vivian: Published

2020-10-08T20:55:47Z

Published

Vivian: Published

2020-10-08T20:46:38Z

Published

@@ Line 285: / Line 285: @@
 |Status=No
 }}{{Section
-|sectionHeading=Subroutines behavior for anonymization on premise
+|sectionHeading=How subroutines anonymize data
 |anchor=onPremAnon
 |alignment=Vertical

@@ Line 137: / Line 137: @@
 *[https://all.docs.genesys.com/PEC-WFM WFM for Genesys Multicloud CX]
-*[https://docs.genesys.com/Documentation/WM WFM for Gxxx Exxx on-premises]
+*[https://docs.genesys.com/Documentation/WM WFM for Genesys Engage on-premises]
 |Status=No
 }}{{Section

@@ Line 137: / Line 137: @@
 *[https://all.docs.genesys.com/PEC-WFM WFM for Genesys Multicloud CX]
-*[https://docs.genesys.com/Documentation/WM WFM for Genesys Engage on-premises]
+*[https://docs.genesys.com/Documentation/WM WFM for Gxxx Exxx on-premises]
 |Status=No
 }}{{Section

@@ Line 136: / Line 136: @@
 See the following documentation sets to to learn more about WFM:
-*[https://all.docs.genesys.com/PEC-WFM WFM for Genesys Engage Cloud]
+*[https://all.docs.genesys.com/PEC-WFM WFM for Genesys Multicloud CX]
 *[https://docs.genesys.com/Documentation/WM WFM for Genesys Engage on-premises]
 |Status=No

@@ Line 19: / Line 19: @@
 *{{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].
+*For a description of the Designer routing block for Predictive Routing and how to configure it, see [[DES/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:

@@ Line 153: / Line 153: @@
 #**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.
+#*'''static_strategy''' - Set this option value to the string <tt>empty</tt>.
 #*'''vqtime''' - Set this option value  to <tt>13:2048</tt>.
 #In the '''[web]''' section:

@@ Line 68: / Line 68: @@
 **'''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.
+**'''ScoreIdealAgent.zcf''' - Called by URS before routing an interaction to an Agent Group or Virtual Agent Group (VAG) 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.
@@ Line 102: / Line 102: @@
 *'''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
@@ Line 142: / Line 178: @@
 |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.
+#Open the strategy you plan to use with Predictive Routing and place the ActivatePredictiveRouting 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_target:</tt>  A <tt>STRING</tt> indicating the target selected by the URS for an interaction. This can be a virtual agent group or an agent list from WFM.
 #*<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>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.

@@ Line 109: / Line 109: @@
 |structuredtext=Perform the following steps to configure URS to work with GPR:
 {{AnchorDiv|cfgHttps}}
-#Configure the http log for URS to check scoring requests and responses. To do this, set the '''verbose''' option in the '''[web]''' section to <tt>3</tt>.
+#In the '''[default]''' section:
-#Set the '''run_verbose''' option in the '''[default]''' section to <tt>0</tt>.
+#*'''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.
-#Set the '''automatic_ideal_agent''' option in the '''[default]''' section, which 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.
-#*'''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>.
-#*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.
-#*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>.)
-#Enable HTTPS support:
+#*'''static_strategy''' - Set this option value to an empty string.
-#: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.
+#*'''vqtime''' - Set this option value  to <tt>13:2048</tt>.
-#*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''].
+#In the '''[web]''' section:
-#*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''.
+#*'''verbose''' - To configure the http log for URS to check scoring requests and responses, set the option value to <tt>3</tt>.
-#**Only simple TLS is supported. For simple TLS, you need to configure only the URS '''def_trusted_ca''' option.
+#*'''http_port''' - Set this option value either to <tt>2071</tt> or <tt>web</tt>.
 <!--#**For mutual TLS, you need to configure the following three options: '''def_certificate''', '''def_certificate_key''', and '''def_trusted_ca'''.-->
-#: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''.
+**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

@@ Line 10: / Line 10: @@
 |anchor=about
 |alignment=Vertical
-|structuredtext=This topic explains how to use the pre-configured strategy subroutines with Interaction Routing Designer (IRD) and Universal Routing Server (URS).
+|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 higher, Universal Routing Server (URS) 8.1.400.60 or higher, and Interaction Routing Designer 8.1.400.39 or higher. 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.
+'''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:
@@ Line 18: / Line 18: @@
 *{{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-interaction matching in various scenarios.
+*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}}.
+#{{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.
@@ Line 40: / Line 40: @@
 #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 starts the import script, which prompts you for the following input parameters:
+#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.
-#*Username to connect to Configuration Server. This username must have WRITE access to Configuration Server.
+#*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.
@@ Line 62: / Line 62: @@
 *'''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 simply as ''ActivatePredictiveRouting'' in the remainder of this topic.
+**'''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. The {{ExternalOptionsLink|link=Options:Predictive_Route_DataCfg:default-predictor:use-action-filters}} option must be set 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.
+**'''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 in conjunction with relaxation thresholds to target better-matched agents preferentially, expanding the pool of agents if the best-matched agents are unavailable.
+**'''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 are found, this subroutine makes a 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 (1 day).
+**'''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 non-empty values is sent in the scoring request, with the exception of any keys specifically excluded using the {{ExternalOptionsLink|link=Options:Predictive_Route_DataCfg:default:udata-keys-to-exclude}} option.
+**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.
@@ Line 115: / Line 115: @@
 #*'''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 higher.
+#*Use of '''automatic_ideal_agent''' requires URS version 8.1.400.60 or later.
 #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.

@@ Line 236: / Line 236: @@
 |anchor=onPremAnon
 |alignment=Vertical
-|structuredtext=When you choose to anonymize sensitive and PII data on premise rather than in the Cloud, the following subroutines handle the data anonymization:
+|structuredtext=The following subroutines handle data anonymization:
 '''ActivatePredictiveRouting_v3'''