Difference between revisions of "PE-GPR/9.0.0/Help"

Latest revision as of 20:29, November 9, 2021

The following topics are defined for this manual but are not included in the list of topics: Agent Variance report, Feature Analysis report, Create and update predictors, Create and test predictors and models, View the Agent Profile schema, How to configure score expressions, Upload interaction and other data, View the Customer Profile schema, View uploaded datasets

This manual is for version 9.0.0 of Genesys Predictive Routing.

Read this manual for other versions:

Staff

Overview

Genesys Predictive Routing (GPR) draws on accumulated agent, customer, and interaction data to score each agent for how well that agent can handle a specific interaction. GPR can do the following:

Determine the best possible match between waiting interactions and available agents and then route the interactions so as to optimize your selected KPIs.
Take account of whether scores should be higher than a certain threshold in order to be routed. You can have interactions wait for a better-matching agent or reduce the minimum required score over time.
Set higher priority interactions to be routed first, even if they score lower than other waiting interactions.
Report on the predicted versus actual outcomes. GPR uses the actual outcome to further train the machine-learning model, improving the accuracy of predicted outcomes between similar customer profiles and agent profiles.

GPR operates as a managed service, so most deployment and configuration is handled by Genesys. If you have questions about how your account is set up, contact your Genesys representative.

For basic navigation tips, see the following topics:

How do I navigate the GPR user interface?
How do I navigate the Help?

What do you want to do?

(ADMIN) Configure password policies for your account.
(ADMIN) Add users and manage role assignments.
Reset your password.
Monitor predictor feature coverage.
View model accuracy graphs.

Important

The Predictive Routing interface as shown in this Help might include features or settings that do not apply to your contact center or your user role.

Looking for something else?

You might also find the following information of use:

Genesys Predictive Routing Deployment and Operations Guide enables you to plan, set up, and maintain the Data Loader and URS Strategy Subroutines components deployed in your hybrid Genesys Predictive Routing (GPR) environment.

You can find GPR Release Notes in the following places:

Navigating the Predictive Routing interface

The Predictive Routing user interface opens to the Feature Coverage tab.

Click the Model Accuracy tab to a chart showing how well your models are predicting the outcomes of agent-interaction matchups, compared with actual data.

To view password, account, and user settings, click the gear icon on the right side of the top navigation bar.

For security reasons, the GPR web application logs out inactive users. This functionality works in the following way:

If you do not perform any action in the GPR browser window for 14 minutes, an inactivity alert opens and displays a 60-second countdown timer.
If you then perform any action, such as scrolling, moving or clicking your mouse, or entering keystrokes from your keyboard, the inactivity timer disappears and your session continues.
If you do nothing, your session ends after the 60-second timer expires and you GPR automatically logs you out.

@@ Line 2: / Line 2: @@
 |version=9.0.0
 |manual=Admin
-|defaultform=Form:Article
 |alternateforms=Form:ArticleUnstructured,Form:TaskSummary
 |displayname={{MINTYDOCSPRODUCT}} Help
-|topicslist=* -Manage Accounts, Roles, and Users
+|pagination=no
+|topicslist=* -Manage accounts, roles, and users
 ** PrMConfig
+** cfgAccounts
 ** cfgUserMgmt
-** cfgAccounts
 ** cfgUserProfile
-* -Upload Data: Customer Profile, Agent Profile, and Datasets
+* -Monitor trends and performance
-** dataUpload
-** +PE-GPR/9.0.0/Deployment/dataReqs
-** cfgCustomers
-** cfgAgents
-** Datasets
-* -Analysis Reports: Feature Analysis, Agent Variance
 ** Reports
-** FAReport
+** AIMonitoring
-** AgtVarReport
+** ModelAccuracy
-* -Create and Test Predictors and Models
+** KPIOutcome
-** ConfigPredictModels
+|defaultform=Form:Article
-** Predictors
-** metricsMinMax
-** Models
-** modelTesting
-** ixnFlows
-** agentScoring
-* -View Trend, Distribution, and Details Tabs
-** Analysis
-** AgentsPage
-** CustomersPage
-** DatasetsPage
-* -MonitorJobs
-** Monitor Jobs
 |Auto=Manual sections
 |DisplayName=About the Help
 |TocName=About the Help
-|Context=This guide explains how to use the Genesys Predictive Routing (GPR) application to do the following tasks:
+|Context=This Help explains how ADMIN and REVIEWER users can access the Genesys Predictive Routing (GPR) web application for the following tasks:
-* Upload certain types of data.
-* Review and manage your Agent Profile, Customer Profile, and Dataset data.
-* Create Predictors.
-* Create, train, test and update Models.
-* Run analysis reports that provide insight into how GPR is working in your environment.
-'''NOTE:''' Much of the content in this Help file is also relevant for those using the API.
+*(ADMIN users) Configure your account password policies and manage users.
+*Reset your password.
+*View Feature Coverage and Model Accuracy reports for your predictors.
 |Section={{Section
-|Type=Structured
 |sectionHeading=Overview
 |alignment=Vertical
-|structuredtext=Genesys Predictive Routing (GPR) draws on accumulated agent, customer, and interaction data, enabling you to analyze interactions and generate Models to predict outcomes. From this analysis, combined with machine learning, you can determine the best possible match between waiting interactions and available agents, and then route the interactions accordingly.
+|structuredtext=Genesys Predictive Routing (GPR) draws on accumulated agent, customer, and interaction data to score each agent for how well that agent can handle a specific interaction. GPR can do the following:
+*Determine the best possible match between waiting interactions and available agents and then route the interactions so as to optimize your selected KPIs.
+*Take account of whether scores should be higher than a certain threshold in order to be routed. You can have interactions wait for a better-matching agent or reduce the minimum required score over time.
+*Set higher priority interactions to be routed first, even if they score lower than other waiting interactions.
+*Report on the predicted versus actual outcomes. GPR uses the actual outcome to further train the machine-learning model, improving the accuracy of predicted outcomes between similar customer profiles and agent profiles.
-In addition, you can report on the predicted versus actual outcomes. The actual outcome is also used to further train the machine-learning model, improving the accuracy of predicted outcomes between similar customer profiles and agent profiles.
+GPR operates as a managed service, so most deployment and configuration is handled by Genesys. If you have questions about how your account is set up, contact your Genesys representative.
 For basic navigation tips, see the following topics:
-*How do I {{Link-SomewhereInThisManual|topic=Welcome|anchor=navUI|display text=navigate the GPR user interface}}?
+*How do I {{Link-SomewhereInThisVersion|manual=Help|anchor=navUI|display text=navigate the GPR user interface}}?
-*How do I {{Link-SomewhereInThisManual|topic=Welcome|anchor=navHelp|display text=navigate the Help file}}?
+*How do I {{Link-SomewhereInThisVersion|manual=Help|anchor=navHelp|display text=navigate the Help}}?
-<!--{{NoteFormat|
-If you plan to use the API, see the {{#Widget:ExtLink|link=https://developer.genesys.com/predictiveroutingapi/|displaytext=<i>Predictive Routing API Reference</i>}}. (Requires a password for access. Please contact your Genesys representative if you need to view this document.)
-}}-->
 |Status=No
 }}{{Section
-|Type=Structured
 |sectionHeading=What do you want to do?
-|anchor=WhatDoYouWanttoDo?
+|anchor=WhatDoYouWanttoDo
 |alignment=Vertical
-|structuredtext=*Set up {{Link-SomewhereInThisManual|topic=cfgAccounts|anchor=top|display text=accounts}} and {{Link-SomewhereInThisManual|topic=cfgUserProfile|anchor=top|display text=users}}.
+|structuredtext=*(ADMIN) Configure password policies for your {{Link-SomewhereInThisManual|topic=cfgAccounts|display text=account}}.
-*Import {{Link-SomewhereInThisManual|topic=cfgAgents|anchor=top|display text=agent}}, {{Link-SomewhereInThisManual|topic=cfgCustomers|anchor=top|display text=customer}}, and {{Link-SomewhereInThisManual|topic=Datasets|anchor=top|display text=interaction}} data.
+*(ADMIN) Add {{Link-SomewhereInThisVersion|manual=Help|topic=cfgUserMgmt|display text=users}} and manage role assignments.
-*Use the {{Link-SomewhereInThisManual|topic=FAReport|anchor=top|display text=Feature Analysis report}} to identify which factors most strongly affect various KPIs. The results enable you to create more effective Predictors and Models.
+*{{Link-SomewhereInThisVersion|manual=Help|topic=cfgUserProfile|display text=Reset your password}}.
-*Use the {{Link-SomewhereInThisManual|topic=AgtVarReport|anchor=top|display text=Agent Variance report}} to determine where differences between agent effectiveness in different scenarios offers potential for improved outcomes.
+*{{Link-SomewhereInThisVersion|manual=Help|topic=AIMonitoring|display text=Monitor predictor feature coverage}}.
-*Create {{Link-SomewhereInThisManual|topic=Predictors|anchor=top|display text=Predictors}} and {{Link-SomewhereInThisManual|topic=Models|anchor=top|display text=Models}} based on your imported data.
+*{{Link-SomewhereInThisVersion|manual=Help|topic=ModelAccuracy|display text=View model accuracy graphs}}.
-**{{Link-SomewhereInThisManual|topic=Models|anchor=modelReports|display text=Model Quality}} report: Provides an analysis of how well the Model is performing.
-**{{Link-SomewhereInThisManual|topic=Models|anchor=modelReports|display text=Agent Coverage}} report: Indicates how many agent Models were built, as a function of the total agents available.
-*Review and test the performance of your {{Link-SomewhereInThisManual|topic=Analysis|anchor=top|display text=Predictors and Models}}.
-*Monitor {{Link-SomewhereInThisManual|topic=Jobs|anchor=top|display text=jobs}} that you are running or have run.
 {{NoteFormat|
-*The Predictive Routing interface as shown in this Help file might include features or settings that do not apply to your contact center or your user role.
+*The Predictive Routing interface as shown in this Help might include features or settings that do not apply to your contact center or your user role.
-}}
+|}}
 |Status=No
 }}{{Section
-|Type=Structured
+|sectionHeading=Looking for something else?
-|sectionHeading=Looking for Something Else?
+|anchor=LookingforSomethingElse
-|anchor=LookingforSomethingElse?
 |alignment=Vertical
 |structuredtext=You might also find the following information of use:
-{{Link-SomewhereInThisVersion|manual=Deployment|display text=Genesys Predictive Routing Deployment and Operations Guide}} enables you to plan, set up, and maintain the on-premises components in your hybrid Genesys Predictive Routing (GPR) environment.
+{{Link-SomewhereInThisVersion|manual=Deployment|display text=Genesys Predictive Routing Deployment and Operations Guide}} enables you to plan, set up, and maintain the Data Loader and URS Strategy Subroutines components deployed in your hybrid Genesys Predictive Routing (GPR) environment.
-GPR Release Notes are located in the following places:
+You can find GPR Release Notes in the following places:
-*{{#Widget:ExtLink|link=https://docs.genesys.com/Documentation/PSAAS/Public/RN/GPR|displaytext=Predictive Routing RN for Genesys Cloud}}
+*{{#Widget:ExtLink|link=https://docs.genesys.com/Documentation/PSAAS/Public/RN/GPR|displaytext=Predictive Routing RN for Genesys Multicloud CX}}
 *{{#Widget:ExtLink|link=https://docs.genesys.com/Documentation/RN#t-1|displaytext=Release Notes for all GPR on-premises components}}
 |Status=No
 }}{{Section
-|Type=Structured
+|sectionHeading=Navigating the Predictive Routing interface
-|sectionHeading=Navigating the Predictive Routing Interface
 |anchor=navUI
-|alignment=Vertical
+|alignment=Horizontal
-|structuredtext=Predictive Routing has three sets of navigation links: one at the top next to the Predictive Routing product name, one on the left side of the window that is opened from the Gear icon, and icons on the right-hand side of the '''Settings > Datasets''', '''Settings > Predictors''', and '''Settings > Models''' windows that can open an information window [[File:GPRinfoIcon.png|25 px]] or a navigation tree [[File:GPRDatPredModNavIcon.png|25 px]].
+|image=GPRAHelpInterface.png
+|Media=Image
-In addition to the various menus, breadcrumb links appear at the top of the window if you have drilled-down past a top-level page.
+|structuredtext=The Predictive Routing user interface opens to the {{Link-SomewhereInThisVersion|manual=Help|topic=AIMonitoring|display text=Feature Coverage}} tab.
-*The left-hand navigation bar enables you to import your data and configure the objects you need to match customers and agents. If you do not see this bar:
+*Click the {{Link-SomewhereInThisVersion|manual=Help|topic=ModelAccuracy|display text=Model Accuracy}} tab to a chart showing how well your models are predicting the outcomes of agent-interaction matchups, compared with actual data.
-**Click the '''Settings''' Gear wheel in the top right corner to open the '''Settings''' menu.
-*The top navigation bar enables you to view and analyze already created objects.
-*The right-hand toggle navigation menu enables you to view a tree view of Datasets, Predictors, and Models.
-**To open or close this navigation menu, click the [[File:GPRDatPredModNavIcon.png|25 px]] icon.
-**Composite Predictors, which can be built on data from multiple Datasets, are not shown in this tree-view pane.
-*The right-hand toggle Information icon shows a pane containing information about the currently-selected object in the main window.
-**To open or close this information pane, click the [[File:GPRinfoIcon.png|25 px]] icon.
-For security reasons, the GPR web application logs out inactive users. This functionality works in the following way:
+*To view password, account, and user settings, click the gear icon [[File:GPMsettingsGear.png|50px]] on the right side of the top navigation bar.
+|structuredtextwide=For security reasons, the GPR web application logs out inactive users. This functionality works in the following way:
-*If you do not perform any action in the GPR browser window for fourteen minutes, an inactivity alert opens and displays a sixty-second countdown timer.
+*If you do not perform any action in the GPR browser window for 14 minutes, an inactivity alert opens and displays a 60-second countdown timer.
 *If you then perform any action, such as scrolling, moving or clicking your mouse, or entering keystrokes from your keyboard, the inactivity timer disappears and your session continues.
-*If you do nothing, your session ends after the sixty-second timer expires and you are then automatically logged out.
+*If you do nothing, your session ends after the 60-second timer expires and you GPR automatically logs you out.
-*:{{NoteFormat|Data uploads are considered activity. GPR does not log you out while data is uploading, even if you are otherwise inactive for more than fifteen minutes.}}
 |Status=No
 }}{{Section
-|Type=Structured
+|sectionHeading=Navigating this Help
-|sectionHeading=Navigating This Help File
 |anchor=navHelp
 |alignment=Horizontal
 |image=PrMHelpInterface.png
-|structuredtext=When you click the '''Help''' icon from the Predictive Routing interface, the Help widget opens. It is context-sensitive, which means that the most relevant page heads the list of topics.
+|Media=Image
+|structuredtext=When you click the '''Help''' icon from the Predictive Routing interface, the Help widget opens. It is context-sensitive, which means that the most relevant page heads the list of topics.
-'''Navigating the Help Widget'''
+|structuredtextwide='''Navigating the Help widget'''
-*Click the title of the desired topic to open it in the widget. Links at the top of the page jump directly to specific material.
+*To open a Help topic in the widget, click the topic title.
-*Use the '''Search''' box (at the top of the widget page) to locate information.
+*To locate information, use the '''Search''' box (at the top of the widget page).
-*Click '''Topic List''' (at the foot of the widget page) to return to the topic list visible when you initially opened the Help widget.
+*To return to the topic list visible when you initially opened the Help widget, click '''Topic List''' (at the foot of the widget page).
-*Click '''Open in a New Window''' (at the foot of the widget page) to open the complete Help file.
+*To open the complete Help, click '''Open in a New Window''' (at the foot of the widget page).
-'''Navigating the Help File'''
+'''Navigating the Help'''
-*The left-hand menu lists all topics covered in the Help file. It also links to the ''Deployment and Operations Guide'', which provides additional documentation for Predictive Routing.
+*The left-side menu lists all topics covered in the Help.
-*The right-hand links take you to the various sections in the current article.
+*The right-side links take you to the various sections in the current article.
 *The Help page provides a '''Search''' box, where you can either search the current manual or all Genesys documentation.
-|Status=No
+|Status=Yes
 }}
-|pagination=no
 |inherit=no
-}}
-{{Article
-|PageType=Manual
-|Platform=PureEngage
-|Context=This guide explains how to use the Genesys Predictive Routing (GPR) application to do the following tasks:
-*Upload certain types of data.
-*Review and manage your Agent Profile, Customer Profile, and Dataset data.
-*Create Predictors.
-*Create, train, test and update Models.
-*Run analysis reports that provide insight into how GPR is working in your environment.
-{{NoteFormat|Much of the content in this Help file is also relevant for those using the API.}}
-|Section=
-|Standalone=No
-|DisplayName=Welcome
-|TocName=Welcome
 }}

Genesys Predictive Routing Help

Manage accounts, roles, and users

Monitor trends and performance