Genesys Predictive Routing Help

This guide explains how to use the Genesys Predictive Routing (GPR) application to do the following tasks:

• Configure your account and users.
• Review and manage your agent profile, customer profile, and dataset data.
• Create predictors.
• Create, train, test, and update models.
• Analyze predictor and model performance.
• Monitor jobs.

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

Related documentation:

• How Predictive Routing works

Overview

Genesys Predictive Routing (GPR) draws on accumulated agent, customer, and interaction data, enabling you to 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. 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.

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?

• Set up accounts and users.
• View imported 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 scenarios where some agents are more effective than others, which opens the way 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 GPR created, as a function of the total agents available.
  • Monitor predictor feature coverage
  • View model accuracy graph
  • (STAFF users only) View KPI outcome graph
• View simulated scoring requests using your actual agents and customers predictors and models.

View distribution and detail data about your agents and customers.

• Monitor jobs that you are running or have run.

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

You can find GPR Release Notes in the following places:

• Predictive Routing RN for Genesys Engage cloud
• Release Notes for all GPR on-premises components

Navigating the Predictive Routing interface

Predictive Routing has three sets of navigation links:

• At the top next to the Predictive Routing product name.
• On the left side of the window that you can open from the Gear icon.
• Icons on the right side of the Settings > Datasets, Settings > Predictors, and Settings > Models windows that can open an information window or a navigation tree .

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 navigation bar enables you to import your data and configure the objects required to match customers and agents. If you do not see this bar:
  • To open the Settings menu, click the gear wheel icon in the upper right corner.
• The top navigation bar enables you to view and analyze already created objects.
• The right-side navigation menu enables you to view a tree view of datasets, predictors, and models.
  • To open or close this navigation menu, click the icon.
• The right-side 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 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 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.

  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 15 minutes.

Navigating this Help

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

• To open a Help topic in the widget, click the topic title. Links at the top of the page jump directly to specific material.
• To locate information, use the Search box (at the top of the widget page).
• To return to the topic list visible when you initially opened the Help widget, click Topic List (at the foot of the widget page).
• To open the complete Help, click Open in a New Window (at the foot of the widget page).

Navigating the Help

• The left-side menu lists all topics covered in the Help. It also links to the Deployment and Operations Guide, which provides additional documentation for Predictive Routing.
• 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.