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

From Genesys Documentation
Jump to: navigation, search
(Published)
 
(Published)
 
(6 intermediate revisions by 2 users not shown)
Line 1: Line 1:
 
{{Article
 
{{Article
 
|Standalone=No
 
|Standalone=No
−
|DisplayName=Import and manage Agent Profile data
+
|DisplayName=View the Agent Profile schema
−
|Platform=PureEngage
+
|TocName=View the Agent Profile schema
−
|TocName=Import and manage Agent Profile data
+
|Context=View the fields, datatypes, anonymization status and other aspects of the Agent schema.
 
|ComingSoon=No
 
|ComingSoon=No
−
|Context=The Agent Profile contains data about the agents in your environment. Predictive Routing (GPR) uses this data to assess agent performance when handling each virtual queue and rank the agents based on regularly updated skills and performance results.
+
|Platform=GenesysEngage-cloud
 
|Section={{Section
 
|Section={{Section
−
|sectionHeading=About Agent Profiles
 
−
|Type=Structured
 
 
|alignment=Vertical
 
|alignment=Vertical
−
|gif=No
+
|structuredtext=<blockquote>'''WARNING:''' Although the Predictive Routing web application includes data upload functionality, its use is deprecated in favor of data uploads using Data Loader. If you upload from the GPR web application, note that using both Data Loader and the UI to upload data creates conflicts and presents a high risk of data corruption.</blockquote>
−
|structuredtext=Agent data comes from Genesys Info Mart, by means of the automatic connection between Info Mart and Data Loader. Optionally, you can join the data extracted from Genesys Info Mart with additional agent features by compiling the additional data into a CSV file for upload to the GPR application.
 
−
 
 
−
To configure Data Loader to upload agent automatically from Genesys Info Mart, see {{Link-SomewhereInThisVersion|manual=Deployment|topic=DL-CfgFile|display text=Configure Data Loader to Upload Data}}.
 
−
 
 
−
This topic explains how to upload agent data from a CSV file from the GPR application and how to review your Agent Profile.
 
−
 
 
−
This topic includes the following sections:
 
−
 
 
−
*{{Link-SomewhereInThisManual|topic=cfgAgents|anchor=detailedAgtProfDep|display text=Procedures for creating the Agent Profile schema and appending data}}
 
−
*{{Link-SomewhereInThisManual|topic=cfgAgents|anchor=cardinality|display text=Understanding how cardinality is shown}}
 
−
*{{Link-SomewhereInThisManual|topic=cfgAgents|anchor=agtSkills|display text=Skills in Agent Profile data}}
 
−
|fullwidth=No
 
 
|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
−
|sectionHeading=How to create an Agent Profile
+
|sectionHeading=View the schema
−
|Type=Structured
+
|anchor=AgentProfFields
−
|anchor=detailedAgtProfDep
 
 
|alignment=Vertical
 
|alignment=Vertical
−
|gif=No
+
|structuredtext=After Data Loader uploads the Agent Profile, you can use the GPR web application to view the schema.
−
|structuredtext=You can create your Agent Profile by configuring Data Loader to upload agent data from Genesys Info Mart. Uploading a CSV file of data that you have prepared joined to the data from Genesys Info Mart enables you to include additional data and data from non-Genesys sources. This method also enables you to upload data in the form of dictionaries, when this is appropriate. For example, you might add a dictionary called VQ_Performance, in which you capture the queues the agent has worked on and the performance result (score) for each.
 
−
 
 
−
Uploading from a CSV file requires the following steps:
 
−
 
 
−
#Create the CSV file. See {{Link-SomewhereInThisVersion|manual=Help|topic=DataSetup|display text=Set up data for import}} for important notes about data size and format requirements.
 
−
#Open the Data Loader Application object and configure the following sections: '''dataset-agents-gim''', '''schema-agents-gim''', '''dataset-agents-*''', and '''schema-agents-*''', where the asterisk indicates any name you choose.
 
−
#*The '''datasets-''' sections contain options specifying the SQL query for extracting agent data from Genesys Info Mart, the CSV file location, and how Data Loader should handle the data joining and upload to the GPR application.
 
−
#*The '''schema-''' sections contain options that correspond to the names of the features in the corresponding Dataset. The option values in these sections represent the data types of the features and may contain additional flags indicating the sensitive data or PII features that must be anonymized, and other modifiers required for the creation of the Dataset schema in GPR application.
 
−
#:See {{Link-SomewhereInThisVersion|manual=Deployment|topic=DL-CfgFile|display text=Configure Data Loader to upload data}} for instructions.
 
−
|fullwidth=No
 
−
|Status=No
 
−
}}{{Section
 
−
|sectionHeading=Verify the schema
 
−
|Type=Unstructured
 
−
|anchor=verifyAgentProf
 
−
|freetext=At this stage, while Data Loader uploads the agent data, review your Agent Profile schema.
 
  
−
'''NOTE:''' If you have uploaded data using the GPR API, you must force the page to reload to view your changes.  
+
#Click the '''Settings''' gear icon [[File:GPMsettingsGear.png|50px|link=https://all.docs.genesys.com/File:GPMsettingsGear.png]], located on the right side of the top menu bar, to open the '''Settings''' menu (appears on the left side of the window).
 +
#Click the''' Agent Profile''' tab to open the Agent Profile window.
  
−
[[File:CustProfSetID.png|left|thumb|Verify Agent Profile Schema and Set ID]]
+
All of the columns in your schema are listed and include the following information:
  
−
#GPR automatically identifies the correct field separator in your CSV file.
+
'''NOTE:''' Making changes on this page to a schema uploaded using Data Loader will cause a mismatch and prevent any subsequent updates using Data Loader.
−
#Scroll down the list of fields and ensure that the datatypes have been configured correctly. If any are incorrect, take the following steps:
 
−
##Open the Data Loader Application object in your configuration manager application.
 
−
##Correct the datatype in the '''schema-agents-gim''' configuration section.
 
−
##Return to the GPR application and from there, delete the Agent Profile.
 
−
##Set the upload-data option to true in the '''dataset-agents-gim''' configuration section to initiate a fresh upload. Allow a 15-minute timeout for Data Loader to pick up the changes in the Agent Profile.
 
−
#*GPR supports the following datatypes: Boolean, Numeric, List, String, Timestamp, and Dict. See {{Link-SomewhereInThisManual|topic=DataSetup#csvSetup|anchor=top|display text=Setting Up a CSV File - Requirements and Limitations}} for how to correctly prepare your data, including characters that are unsupported or need special handling.
 
−
#If necessary, click the X in a row to remove a feature from the Agent Profile. If you do so, you ''must'' also remove the same feature from the '''schema-agents-gim''' configuration section in the Data Loader Application object. If you do not complete this step, Data Loader generates an alarm about the Agent Profile schema mismatch.
 
−
#Verify the '''ID Field''', which is used as a key when joining Agent with interaction data. The drop-down list contains all fields with the String datatype. <br /> '''NOTE:''' ID Fields with a numeric datatype are not supported.
 
−
#(Optional) Click in the '''PII Fields''' text box to select the fields that contain personally identifiable or sensitive information, such as Social Security numbers, passwords, names and addresses, phone numbers, and so on. Data in these fields is anonymized when you create the Agent Profile.
 
−
#*If you mark a field here as PII, you must also specify the parameter ''anon'' for the same feature in the schema-agents-gim configuration section in the Data Loader Application object. If they are not in accord, Data Loader generates an alarm about the Agent Profile schema mismatch.
 
−
#*See {{Link-SomewhereInThisManual|topic=DataSetup#anonymize|anchor=top|display text=Data Anonymization}} for important information about how data is anonymized. Note that you cannot anonymize the '''ID Field'''.
 
−
#You can view cardinality data for your Agent Profile. When you upload data, cardinalities are automatically updated after every upload.
 
−
#Click '''Create''' to upload the data.
 
  
−
*If you try to upload an Agent Profile with more than 50 features, Data Loader generates an alarm message. If this happens, do the following:
+
*'''Label''' and '''Type''' - The ''Label'' is the name of the column in the Agent Profile and the ''Type'' is the datatype for that field.
−
*#Cancel out of the upload procedure by setting the '''upload-dataset''' option in the '''dataset-agents-gim''' section to '''false'''.
+
*The field specified as the '''ID Field''' field is marked with a dot in the radio button for that row.
−
*#Edit the schema in the '''schema-agents-gim''' section to reduce the number of features.
+
*'''Visible'''  - ''Visible'' fields appear in the display on the '''Agents''' tab (accessed from the top navigation bar).
−
*#Delete the Agent Profile using the GPR application.
+
*'''Indexed''' - ''Indexing'' speeds access to values in the indexed field. You can have up to five (5) indexed fields.
−
*#Edit your CSV file to reduce the number of columns.
+
**The ID field is always indexed by default.
−
*#Restart the upload procedure by setting the '''upload-dataset''' option in the '''dataset-agents-gim''' section to '''true'''.
+
*'''Cardinality''' - The number of unique values that occur in that column. If there are more than 1000, this field shows the value as '''1000+'''. Click the cardinality value to open a pop-up window that displays the first 1000 unique values that occur in the field.
−
*If you try to upload more than 20,000 rows to a Agent Profile, only the first 20,000 rows are stored and the rest are discarded. A warning message appears on the Agent Profile '''Uploads''' tab specifying how many rows were discarded. The '''Append''' button is disabled until you delete some rows from the Agent Profile.
+
*'''Expression''' -  If you created a custom field using an expression, the expression you used is shown in this column.
 +
*'''PII''' - A mark in this column indicates that the fields was configured to be anonymized upon upload. PII fields contain sensitive data or personally identifiable information.
  
−
*When data upload is completed, the {{Link-SomewhereInThisManual|topic=cfgAgents|anchor=discflds|display text='''Agent Profile list'''}} displays the fields discovered in your data, along with their data types and cardinality values.
+
You can sort the table by clicking any column header.
−
*To delete your Agent Profile schema, click the trash can icon next to the '''Agent Profile''' page title.
 
  
−
'''NOTE:''' Do not use the Upload Data or Add New Fields buttons in the GPR application. Doing so would cause a mismatch between your uploaded data and the schema configured in the Data Loader Application object. If you try to use either button, Data Loader generates an error message and discards your changes.
+
To delete the Agent Profile schema, click the trash can icon next to the '''Agent Profile''' page heading.
 
|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
−
|sectionHeading=The list of Agent Profile fields
+
|sectionHeading=Append data or change the schema
−
|Type=Unstructured
+
|anchor=newFields
−
|anchor=AgentProfFields
+
|alignment=Vertical
−
|freetext=When you navigate to the '''Settings > Agent Profile''' page, and you have imported an Agent Profile schema, your data is displayed in a table. Each row presents a schema column.
+
|structuredtext='''NOTE:''' Although the GPR application presents buttons labeled '''Upload Data''' and '''Add New Field''', this functionality is deprecated. Changes to the data made in the GPR web application cause a mismatch between the schema configuration in the Data Loader <tt>Application</tt> object and the data presented in the GPR web application.
−
[[File:AgentProfileFileList.png|right|thumb|List of Agent Profile Fields]]
+
 
 +
The agent data uploaded directly from the Genesys Info Mart database is updated automatically. To ''update'' data from other sources in the Agent Profile schema, create a CSV file containing the new data—but using the same schema—and upload it using Data Loader.
  
−
*The columns in the Agent Profile list are the following:
+
If you need to ''change'' the schema for the Agent Profile, use the following procedure:
−
**'''ID Field''' - The field containing the employeeID value you specifed.
 
−
**'''Visible''' - Shows which fields are visible on the '''Agent Details''' tab.
 
−
**'''Indexed''' - Shows which fields are indexed, which makes lookups faster for that field. The field you specified as the ID_FIELD is indexed by default.
 
−
**'''Cardinality''' - The number of unique values that appear in this field. If there are more than 1000, the number appears as 1001. Click this number to see the actual values that appear in this field.
 
−
**'''Label''' - The name of the field as specified in the Agent Profile schema.
 
−
**'''Type''' - The data type for the field.
 
−
**'''Expression''' -  If you created a custom field (as described in {{Link-SomewhereInThisManual|topic=cfgAgentss#appendAgentProf|anchor=top|display text=Append Data to the Agent Profile}}) the expression you used is indicated in this column.
 
−
{{NoteFormat
 
−
|
 
−
*An Agent Profile dataset should have no more than 64 indexed fields.
 
−
*Indexes must be created on individual skill-name fields, not a skills dictionary field (if you are using one).
 
−
}}
 
  
−
Delete any fields you do not want included by clicking the '''X''' to the left of the field name.
+
'''NOTE:''' Execute this procedure while the Predictive Routing is turned off or when the inbound call volume through GPR is low, to reduce impact on the scoring results.
−
|Status=No
 
−
}}{{Section
 
−
|sectionHeading=Add new data to the Agent Profile schema
 
−
|Type=Unstructured
 
−
|anchor=newFields
 
−
|freetext='''NOTE:''' Although the GPR application presents buttons labeled '''Upload Data''' and '''Add New Field''', this functionality is not supported. Changes to the data made in the GPR application cause a mismatch between the schema configuration in the Data Loader Application object and the data presented in the GPR application.  
 
  
−
To add data or change the list of fields in the schema, use the following procedure:
+
#Open the '''[dataset-agents-gim]''' section in the Data Loader <tt>Application</tt> object from GAX or any other Genesys configuration manager application.
 +
#Set the '''upload-dataset''' option value to <tt>false</tt>.
 +
#From the GPR web application, open the Agent Profile from the '''Settings''' menu.
 +
#Delete the Profile by clicking the trashcan icon next to the Agent Profile heading.
 +
#In the Data Loader <tt>Application</tt> object, change the values in the '''[dataset-agents-gim]''' and '''[schema-agents-gim]''' sections as desired.
 +
# Set the '''upload-dataset''' option in the '''[dataset-agents-gim]''' section to <tt>true</tt>.
  
−
#Open the Data Loader Application object in Genesys Administrator or GAX.
+
After Data Loader uploads the new Agent Profile, you can check the schema from the GPR web application.
−
#Set the '''upload-dataset''' option in the '''dataset-agents-gim''' section to '''false'''.
 
−
#Delete the existing Agent Profile using the GPR application.
 
−
#Edit the schema in the '''schema-agents-gim''' section to contain the desired fields.
 
−
#Restart the upload process by setting the '''upload-dataset''' option in the '''dataset-agents-gim''' section to '''true'''.
 
−
#*Data Loader reads the value of the '''upload-dataset''' option every 15 minutes, so might need to wait up to 15 minutes for your new upload to begin.
 
−
#After the upload is complete, return to the GPR application to verify your updated Agent Profile, as described in the preceding section.
 
 
|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
 
|sectionHeading=Skills in Agent Profile data
 
|sectionHeading=Skills in Agent Profile data
−
|Type=Structured
 
 
|anchor=agtSkills
 
|anchor=agtSkills
 
|alignment=Vertical
 
|alignment=Vertical
−
|gif=No
 
 
|structuredtext=The Genesys configuration layer allows Skills and Groups to have the same name. There should be no impact on either Data Loader or scoring due to the same group name/skill name.
 
|structuredtext=The Genesys configuration layer allows Skills and Groups to have the same name. There should be no impact on either Data Loader or scoring due to the same group name/skill name.
  
 
*Groups are stored in the groupNames list in the Agent Profile.
 
*Groups are stored in the groupNames list in the Agent Profile.
−
*Skills are stored in a skills dictionary and copied to the top level in the Agent Profile.
+
*Skills are stored in a skills dictionary.
  
 
As a result, there is no collision between the names.
 
As a result, there is no collision between the names.
  
 
For example, an Agent can be assigned to the Group "Complaints" and at the same time be assigned the Skill "Complaints" with a skill level of 2. This does not negatively affect GPR performance.
 
For example, an Agent can be assigned to the Group "Complaints" and at the same time be assigned the Skill "Complaints" with a skill level of 2. This does not negatively affect GPR performance.
−
|fullwidth=No
 
 
|Status=No
 
|Status=No
 
}}
 
}}
 
|Status=No
 
|Status=No
 
}}
 
}}

Latest revision as of 12:37, August 4, 2020

This topic is part of the manual Genesys Predictive Routing Help for version 9.0.0 of Genesys Predictive Routing.
Read this topic for other versions:

View the fields, datatypes, anonymization status and other aspects of the Agent schema.

Related documentation:

WARNING: Although the Predictive Routing web application includes data upload functionality, its use is deprecated in favor of data uploads using Data Loader. If you upload from the GPR web application, note that using both Data Loader and the UI to upload data creates conflicts and presents a high risk of data corruption.

View the schema

After Data Loader uploads the Agent Profile, you can use the GPR web application to view the schema.

  1. Click the Settings gear icon GPMsettingsGear.png, located on the right side of the top menu bar, to open the Settings menu (appears on the left side of the window).
  2. Click the Agent Profile tab to open the Agent Profile window.

All of the columns in your schema are listed and include the following information:

NOTE: Making changes on this page to a schema uploaded using Data Loader will cause a mismatch and prevent any subsequent updates using Data Loader.

  • Label and Type - The Label is the name of the column in the Agent Profile and the Type is the datatype for that field.
  • The field specified as the ID Field field is marked with a dot in the radio button for that row.
  • Visible - Visible fields appear in the display on the Agents tab (accessed from the top navigation bar).
  • Indexed - Indexing speeds access to values in the indexed field. You can have up to five (5) indexed fields.
    • The ID field is always indexed by default.
  • Cardinality - The number of unique values that occur in that column. If there are more than 1000, this field shows the value as 1000+. Click the cardinality value to open a pop-up window that displays the first 1000 unique values that occur in the field.
  • Expression - If you created a custom field using an expression, the expression you used is shown in this column.
  • PII - A mark in this column indicates that the fields was configured to be anonymized upon upload. PII fields contain sensitive data or personally identifiable information.

You can sort the table by clicking any column header.

To delete the Agent Profile schema, click the trash can icon next to the Agent Profile page heading.

Append data or change the schema

NOTE: Although the GPR application presents buttons labeled Upload Data and Add New Field, this functionality is deprecated. Changes to the data made in the GPR web application cause a mismatch between the schema configuration in the Data Loader Application object and the data presented in the GPR web application.

The agent data uploaded directly from the Genesys Info Mart database is updated automatically. To update data from other sources in the Agent Profile schema, create a CSV file containing the new data—but using the same schema—and upload it using Data Loader.

If you need to change the schema for the Agent Profile, use the following procedure:

NOTE: Execute this procedure while the Predictive Routing is turned off or when the inbound call volume through GPR is low, to reduce impact on the scoring results.

  1. Open the [dataset-agents-gim] section in the Data Loader Application object from GAX or any other Genesys configuration manager application.
  2. Set the upload-dataset option value to false.
  3. From the GPR web application, open the Agent Profile from the Settings menu.
  4. Delete the Profile by clicking the trashcan icon next to the Agent Profile heading.
  5. In the Data Loader Application object, change the values in the [dataset-agents-gim] and [schema-agents-gim] sections as desired.
  6.  Set the upload-dataset option in the [dataset-agents-gim] section to true.

After Data Loader uploads the new Agent Profile, you can check the schema from the GPR web application.

Skills in Agent Profile data

The Genesys configuration layer allows Skills and Groups to have the same name. There should be no impact on either Data Loader or scoring due to the same group name/skill name.

  • Groups are stored in the groupNames list in the Agent Profile.
  • Skills are stored in a skills dictionary.

As a result, there is no collision between the names.

For example, an Agent can be assigned to the Group "Complaints" and at the same time be assigned the Skill "Complaints" with a skill level of 2. This does not negatively affect GPR performance.

Retrieved from "https://all.docs.genesys.com/PE-GPR/9.0.0/Help/cfgAgents (2025-07-20 18:12:59)"
Comments or questions about this documentation? Contact us for support!