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

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'''NOTE:''' Much of the content in this Help file is also relevant for those using the API.
 
'''NOTE:''' Much of the content in this Help file is also relevant for those using the API.
 
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|sectionHeading=Overview
 
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|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, 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.
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|sectionHeading=What do you want to do?
 
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|structuredtext=*Set up {{Link-SomewhereInThisManual|topic=cfgAccounts|anchor=top|display text=accounts}} and {{Link-SomewhereInThisManual|topic=cfgUserProfile|anchor=top|display text=users}}.
 
|structuredtext=*Set up {{Link-SomewhereInThisManual|topic=cfgAccounts|anchor=top|display text=accounts}} and {{Link-SomewhereInThisManual|topic=cfgUserProfile|anchor=top|display text=users}}.
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|structuredtext=You might also find the following information of use:
 
|structuredtext=You might also find the following information of use:
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|sectionHeading=Navigating the Predictive Routing Interface
 
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|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]].
 
|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]].
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Revision as of 13:46, January 17, 2020

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:

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.

NOTE: Much of the content in this Help file is also relevant for those using the API.

Related documentation:

Overview

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.

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.

For basic navigation tips, see the following topics:

What do you want to do?

  • Set up accounts and users.
  • Import agent, customer, and interaction data.
  • Use the Feature Analysis report to identify which factors most strongly affect various KPIs. The results enable you to create more effective Predictors and Models.
  • Use the Agent Variance report to determine where differences between agent effectiveness in different scenarios offers potential for improved outcomes.
  • Create Predictors and Models based on your imported data.
    • Model Quality report: Provides an analysis of how well the Model is performing.
    • 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 Predictors and Models.
  • Monitor jobs that you are running or have run.
Important
  • 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.

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 on-premises components in your hybrid Genesys Predictive Routing (GPR) environment.

GPR Release Notes are located in the following places:

Navigating the Predictive Routing Interface

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 GPRinfoIcon.png or a navigation tree GPRDatPredModNavIcon.png.

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.

  • 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 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 GPRDatPredModNavIcon.png 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 GPRinfoIcon.png icon.

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 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.
    Important
    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.

Navigating This Help File

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

  • 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.
  • Use the Search box (at the top of the widget page) to locate information.
  • Click Topic List (at the foot of the widget page) to return to the topic list visible when you initially opened the Help widget.
  • Click Open in a New Window (at the foot of the widget page) to open the complete Help file.

Navigating the Help File

  • 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 right-hand 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.

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.
Important
Much of the content in this Help file is also relevant for those using the API.
Related documentation:
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