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

WikiSysop at 12:45, March 31, 2022

2022-03-31T12:45:53Z

Vivian.hood@genesys.com: Published

2021-01-22T14:49:16Z

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Vivian: Published

2020-09-24T19:45:23Z

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2020-09-22T13:26:39Z

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

2020-07-25T02:30:44Z

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

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

2020-07-15T11:44:14Z

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

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2020-06-10T18:14:21Z

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WikiSysop at 13:46, January 17, 2020

2020-01-17T13:46:28Z

Vivian: Published

2019-12-23T22:20:07Z

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2019-12-20T22:09:17Z

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New page

{{Article
|Standalone=No
|DisplayName=Quick Start
|Platform=PureEngage
|TocName=Quick Start
|ComingSoon=No
|Context=To use Genesys Predictive Routing (GPR), you'll need to install and configure the products and components listed below.
|Section={{Section
|sectionHeading=Install
|Type=Structured
|anchor=Install
|alignment=Vertical
|gif=No
|structuredtext=#Install any Genesys components that aren't already part of your environment. You'll need:
#*[https://docs.genesys.com/Documentation/FR Genesys Framework]
#*[https://docs.genesys.com/Documentation/GA Genesys Administrator Extension]
#*[https://docs.genesys.com/Documentation/R Universal Routing Server and Interaction Routing Designer]
#[https://docs.genesys.com/Documentation/ICON Interaction Concentrator]
#[https://docs.genesys.com/Documentation/GIM Genesys Info Mart]
#Install Genesys Predictive Routing, which consists of the following components:
#*{{Link-SomewhereInThisManual|topic=cfgAsc|anchor=top|display text=Data Loader}}—Imports agent and interaction data automatically from the Genesys Info Mart Database. Uploads customer and outcome data from user-prepared CSV files.
#**Data Loader is deployed in a Docker container and requires that you deploy a supported version of Docker.
#*{{Link-SomewhereInThisManual|topic=cfgSubroutines|anchor=top|display text=URS Strategy Subroutines}}
|fullwidth=No
|Status=No
}}{{Section
|sectionHeading=Configure
|Type=Structured
|anchor=Configure
|alignment=Vertical
|gif=No
|structuredtext=To complete your setup of Predictive Routing, configure the following components:

#Set the desired values for the configuration options, as described in the [https://docs.genesys.com/Documentation/Options/Draft/GPM/Welcome Genesys Predictive Routing Options Reference].
#:You use configuration options to configure a wide range of application behavior, including:
#*The mode GPR is running in, which might be <tt>off</tt>.
#*Schemas and other configuration for Data Loader and data uploads.
#*Login parameters and access URLs.
#*KPI criteria to decide what makes for a better match.
#*Scoring thresholds, agent hold-out, and dynamic interaction priority.
#*Many other important functions.
#To configure how the match between interactions and agents is determined, follow the procedures accessed from the {{Link-SomewhereInThisVersion|manual=Help|topic=ConfigPredictModels|display text=Create and Test Predictors and Models}} page, located in the ''Predictive Routing Help''.
{{AnchorDiv|import}}
|fullwidth=No
|Status=No
}}{{Section
|sectionHeading=Review your Data
|Type=Structured
|anchor=ImportData
|alignment=Vertical
|gif=No
|structuredtext=The Data Loader draws interaction and agent data from the Genesys Info Mart Database.

Using Data Loader, you can import customer and outcome data compiled in CSV format. The GPR application enables you to view and analyze your uploaded data.

The resulting data is uploaded to the Platform as Datasets. The agent and customer Datasets are given the particular names of ''Agent Profile'' and ''Customer Profile''. A ''Dataset'' is a collection of raw event data. The primary purpose of a Dataset is to be the source of Predictor data.

*You configure the Dataset schemas and upload parameters using configuration options set on the Data Loader Application object.
*After the Dataset has been imported, you can append additional data as long as it is consistent with the schema that has already been established.
|fullwidth=No
|Status=No
}}{{Section
|sectionHeading=Create Predictors and Models
|Type=Structured
|anchor=CreatePredictorsandModels
|alignment=Vertical
|gif=No
|structuredtext=Predictors are based on the Dataset information that you have imported.

*A Predictor defines a view on that underlying Dataset. It can select from some or all of the data in the Dataset; you can use a Predictor with multiple Datasets.
*A Model is based on a Predictor, and uses the same target metric or KVP as that Predictor. You can configure multiple Models for each Predictor. These Models can use different selections of the features available in the underlying Dataset. Models are the objects actually used to perform agent scoring and interaction matchups.

As you configure a Predictor, you can choose which metric you want to work with, what kinds of situations you want to evaluate, and other parameters, constructing a way to determine the Next Best Action in the specified situation, based on the possible actions available at that time. As you gather more data, you can add that new data to your Dataset, and have the Predictor test against the actual results coming in, enabling you to refine how successful your Predictor is.
|fullwidth=No
|Status=No
}}{{Section
|sectionHeading=Reporting and Analysis
|Type=Structured
|anchor=ReportingandAnalysis
|alignment=Vertical
|gif=No
|structuredtext=You can report on various parameters, such as:

*The success of your predictors.
*The results of A/B testing.
*The factors affecting a KPI you are trying to influence.

Reports are available through the following reporting applications:

*The Predictive Routing interface. See {{Link-SomewhereInThisVersion|manual=Help|topic=Reports|display text=Analysis Reports: Feature Analysis, Agent Variance}} in the ''Predictive Routing Help'' for specific information.
*Genesys Interactive Insights/GCXI, as part of the Genesys historical reporting offering. The following reports are available in the ''Genesys Customer Experience Insights User's Guide'':
**[https://docs.genesys.com/Documentation:GCXI:User:HRCXIGPRAHTQ Predictive Routing - AHT & Queue Dashboard]
**[https://docs.genesys.com/Documentation:GCXI:User:HRCXIGPRMdlEfcncy Predictive Routing - Model Efficiency Dashboard]
**[https://docs.genesys.com/Documentation:GCXI:User:HRCXIGPRAgntOcpncy Predictive Routing Agent Occupancy Dashboard]
**[https://docs.genesys.com/Documentation:GCXI:User:HRCXIPredictiveABTstng Predictive Routing A/B Testing Report]
**[https://docs.genesys.com/Documentation:GCXI:User:HRCXIPredictiveDtl Predictive Routing Detail Report]
**[https://docs.genesys.com/Documentation:GCXI:User:HRCXIPredictiveOprtnl Predictive Routing Operational Report]
**[https://docs.genesys.com/Documentation:GCXI:User:HRCXIPredictiveQStat Predictive Routing Queue Statistics Report]
*Pulse, where the Agent Group KPIs by Predictive Model and Queue KPIs by Predictive Model templates for real-time reporting are available from the {{#Widget:ExtLink|link=http://community.demo.genesys.com/pulse/templates|displaytext=Genesys Dashboard Community Center}}.
|fullwidth=No
|Status=No
}}
}}

@@ Line 75: / Line 75: @@
 *The Predictive Routing interface. See {{Link-SomewhereInThisVersion|manual=Help|topic=Reports|display text=Monitor trends and performance}} in the ''Predictive Routing Help'' for specific information.
-*Genesys Interactive Insights/GCXI, as part of the Genesys historical reporting offering. The following reports are available in the ''Historical Reporting with Genesys CX Insights'' documentation:
+*Genesys CX Insights (GCXI), as part of the Genesys historical reporting offering. The following reports are available in the ''Historical Reporting with Genesys CX Insights'' documentation:
 **[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 5: / Line 5: @@
 |Context=To use Genesys Predictive Routing (GPR), you'll need to install and configure the products and components listed below.
 |ComingSoon=No
-|Platform=GenesysEngage-onpremises
+|Platform=GenesysEngage-cloud
 |Prereq=
 |Section={{Section

@@ Line 35: / Line 35: @@
 #*Scoring thresholds, agent hold-out, and dynamic interaction priority.
 #*Many other important functions.
-#(STAFF users only) To configure how the match between interactions and agents is determined, follow the procedures accessed from the {{Link-SomewhereInThisVersion|manual=Help|topic=ConfigPredictModels|display text=Create and Test Predictors and Models}} page, located in the ''Predictive Routing Help''.
+#(STAFF users only) To configure how the match between interactions and agents is determined, follow the procedures accessed from the {{Link-AnywhereElse|product=PE-GPR|version=Staff|manual=Help|topic=ConfigPredictModels|display text=Create and Train Predictors and Models}} page, located in the ''Predictive Routing Help''.
 {{AnchorDiv|import}}
 |Status=No

@@ Line 27: / Line 27: @@
 |structuredtext=To complete your setup of Predictive Routing, configure the following components:
-#Set the desired values for the configuration options, as described in the [https://docs.genesys.com/Documentation/Options/Current/GPM/Welcome Genesys Predictive Routing Options Reference].
+#Set the desired values for the configuration options, as described in the configuration instructions for the {{Link-SomewhereInThisVersion|manual=Deployment|topic=cfgSubroutines|display text=URS Strategy Subroutines component}} and {{Link-SomewhereInThisVersion|manual=Deployment|topic=DL-CfgFile|display text=Configure Data Loader to upload data}}. The complete list of all Predictive Routing configuration options is available from the [https://docs.genesys.com/Documentation/Options/Current/GPM/Welcome Genesys Predictive Routing Options Reference].
 #:You use configuration options to configure a wide range of application behavior, including:
 #*The mode GPR is running in, which might be <tt>off</tt>.
@@ Line 35: / Line 35: @@
 #*Scoring thresholds, agent hold-out, and dynamic interaction priority.
 #*Many other important functions.
-#To configure how the match between interactions and agents is determined, follow the procedures accessed from the {{Link-SomewhereInThisVersion|manual=Help|topic=ConfigPredictModels|display text=Create and Test Predictors and Models}} page, located in the ''Predictive Routing Help''.
+#(STAFF users only) To configure how the match between interactions and agents is determined, follow the procedures accessed from the {{Link-SomewhereInThisVersion|manual=Help|topic=ConfigPredictModels|display text=Create and Test Predictors and Models}} page, located in the ''Predictive Routing Help''.
 {{AnchorDiv|import}}
 |Status=No
 }}{{Section
-|sectionHeading=Review your Data
+|sectionHeading=Review your data
 |anchor=ImportData
 |alignment=Vertical
-|structuredtext=The Data Loader draws interaction and agent data from the Genesys Info Mart Database.
+|structuredtext=Data Loader draws interaction and agent data from the Genesys Info Mart Database.
-Using Data Loader, you can import customer and outcome data compiled in CSV format. The GPR application enables you to view and analyze your uploaded data.
+Using Data Loader, you can also import agent, customer, and outcome data compiled in .csv format. The GPR web application enables you to view and analyze your uploaded data.
-The resulting data is uploaded to the Platform as Datasets. The agent and customer Datasets are given the particular names of ''Agent Profile'' and ''Customer Profile''.  A ''Dataset'' is a collection of raw event data. The primary purpose of a Dataset is to be the source of Predictor data.
+The resulting data is uploaded to the GPR Core Platform as datasets. The agent and customer datasets are given the particular names of ''Agent Profile'' and ''Customer Profile''.  A ''dataset'' is a collection of raw event data. The primary purpose of a dataset is to be the source of predictor data.
-*You configure the Dataset schemas and upload parameters using configuration options set on the Data Loader Application object.
+*You configure the dataset schemas and upload parameters using configuration options set on the Data Loader <nowiki><tt>Application</tt></nowiki> object.
-*After the Dataset has been imported, you can append additional data as long as it is consistent with the schema that has already been established.
+*After Data Loader imports a dataset, you can append additional data as long as it is consistent with the schema that has already been established.
 |Status=No
 }}{{Section
-|sectionHeading=Create Predictors and Models
+|sectionHeading=Create predictors and models
 |anchor=CreatePredictorsandModels
 |alignment=Vertical
-|structuredtext=Predictors are based on the Dataset information that you have imported.
+|structuredtext='''Note:''' Only STAFF users can create predictors and models.
-*A Predictor defines a view on that underlying Dataset. It can select from some or all of the data in the Dataset; you can use a Predictor with multiple Datasets.
+Predictors are based on the dataset information that you have imported.
-As you configure a Predictor, you can choose which metric you want to work with, what kinds of situations you want to evaluate, and other parameters, constructing a way to determine the Next Best Action in the specified situation, based on the possible actions available at that time. As you gather more data, you can add that new data to your Dataset, and have the Predictor test against the actual results coming in, enabling you to refine how successful your Predictor is.
+*A ''predictor'' defines a view on that underlying dataset. It can select from some or all of the data in the dataset; you can use a predictor with multiple datasets.
 |Status=No
 }}{{Section
-|sectionHeading=Reporting and Analysis
+|sectionHeading=Reporting and analysis
 |anchor=ReportingandAnalysis
 |alignment=Vertical
@@ Line 83: / Line 85: @@
 **[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]
-*Pulse, where the Agent Group KPIs by Predictive Model and Queue KPIs by Predictive Model templates for real-time reporting are available from the {{#Widget:ExtLink|link=http://community.demo.genesys.com/pulse/templates|displaytext=Genesys Dashboard Community Center}}.
+*Pulse, which provides the Agent Group KPIs by Predictive Model and Queue KPIs by Predictive Model templates for real-time reporting.
 |Status=No
 }}
 }}

@@ Line 2: / Line 2: @@
 |Standalone=No
 |DisplayName=Quick Start
 |TocName=Quick Start
 |ComingSoon=No
-|Context=To use Genesys Predictive Routing (GPR), you'll need to install and configure the products and components listed below.
+|Platform=PureEngage
 |Section={{Section
 |sectionHeading=Install
 |anchor=Install
 |alignment=Vertical
 |structuredtext=#Install any Genesys components that aren't already part of your environment. You'll need:
 #*[https://docs.genesys.com/Documentation/FR Genesys Framework]
@@ Line 22: / Line 23: @@
 #**Data Loader is deployed in a Docker container and requires that you deploy a supported version of Docker.
 #*{{Link-SomewhereInThisManual|topic=cfgSubroutines|anchor=top|display text=URS Strategy Subroutines}}
-|fullwidth=No
+|structuredtextwide=
 |Status=No
 }}{{Section
 |sectionHeading=Configure
 |anchor=Configure
 |alignment=Vertical
 |structuredtext=To complete your setup of Predictive Routing, configure the following components:
@@ Line 42: / Line 44: @@
 #To configure how the match between interactions and agents is determined, follow the procedures accessed from the {{Link-SomewhereInThisVersion|manual=Help|topic=ConfigPredictModels|display text=Create and Test Predictors and Models}} page, located in the ''Predictive Routing Help''.
 {{AnchorDiv|import}}
-|fullwidth=No
+|structuredtextwide=
 |Status=No
 }}{{Section
 |sectionHeading=Review your Data
 |anchor=ImportData
 |alignment=Vertical
 |structuredtext=The Data Loader draws interaction and agent data from the Genesys Info Mart Database.
@@ Line 58: / Line 61: @@
 *You configure the Dataset schemas and upload parameters using configuration options set on the Data Loader Application object.
 *After the Dataset has been imported, you can append additional data as long as it is consistent with the schema that has already been established.
-|fullwidth=No
+|structuredtextwide=
 |Status=No
 }}{{Section
 |sectionHeading=Create Predictors and Models
 |anchor=CreatePredictorsandModels
 |alignment=Vertical
 |structuredtext=Predictors are based on the Dataset information that you have imported.
@@ Line 72: / Line 76: @@
 As you configure a Predictor, you can choose which metric you want to work with, what kinds of situations you want to evaluate, and other parameters, constructing a way to determine the Next Best Action in the specified situation, based on the possible actions available at that time. As you gather more data, you can add that new data to your Dataset, and have the Predictor test against the actual results coming in, enabling you to refine how successful your Predictor is.
-|fullwidth=No
+|structuredtextwide=
 |Status=No
 }}{{Section
 |sectionHeading=Reporting and Analysis
 |anchor=ReportingandAnalysis
 |alignment=Vertical
 |structuredtext=You can report on various parameters, such as:
@@ Line 88: / Line 93: @@
 Reports are available through the following reporting applications:
-*The Predictive Routing interface. See {{Link-SomewhereInThisVersion|manual=Help|topic=Reports|display text=Analysis Reports: Feature Analysis, Agent Variance}} in the ''Predictive Routing Help'' for specific information.
+*The Predictive Routing interface. See {{Link-SomewhereInThisVersion|manual=Help|topic=Reports|display text=Monitor trends and performance}} in the ''Predictive Routing Help'' for specific information.
-*Genesys Interactive Insights/GCXI, as part of the Genesys historical reporting offering. The following reports are available in the ''Genesys Customer Experience Insights User's Guide'':
+*Genesys Interactive Insights/GCXI, as part of the Genesys historical reporting offering. The following reports are available in the ''Historical Reporting with Genesys CX Insights'' documentation:
-**[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]
 *Pulse, where the Agent Group KPIs by Predictive Model and Queue KPIs by Predictive Model templates for real-time reporting are available from the {{#Widget:ExtLink|link=http://community.demo.genesys.com/pulse/templates|displaytext=Genesys Dashboard Community Center}}.
-|fullwidth=No
+|structuredtextwide=
 |Status=No
 }}
 }}

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

WikiSysop at 12:45, March 31, 2022

Vivian.hood@genesys.com: 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

WikiSysop at 13:46, January 17, 2020

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"