Import and manage Agent Profile data

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.

Related documentation:

• How Predictive Routing works

About Agent Profiles

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 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:

• Procedures for creating the Agent Profile schema and appending data
• Understanding how cardinality is shown
• Skills in Agent Profile data

How to create an Agent Profile

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:

1. Create the CSV file. See Set up data for import for important notes about data size and format requirements.
2. 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 Configure Data Loader to upload data for instructions.

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 and copied to the top level in the Agent Profile.

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.