Draft: GPR/9.0.0/Deployment/cfgOptions

{{Article |Standalone=No |DisplayName=R--Configuration Options |Platform=GenesysEngage-cloud |TocName=R--Configuration Options |Context=

Genesys Predictive Routing uses configuration options to enable you to specify certain behaviors. Options relating to the AI Core Services (AICS) and the strategy subroutines are configured in a Transaction List object, configured in Genesys Administrator in the following location: PROVISIONING > Routing/eServices > Transactions > List Objects > DEV > AgentScoring.

Important

Before release 9.0.009.01, AI Core Services (AICS) was known as Journey Optimization Platform (JOP).

Agent State Connector (ASC) has its own Application object, where you configure options relating to specifically to ASC functionality.

• . Some functionality has multiple options controlling the desired behavior:

|Section=

Predictive_Route_DataCfg Transaction List Object Options

Agent Occupancy Options

Agent occupancy is the percentage of time that an agent is working while logged in, a service objective that can be specified when building a staffing forecast. Agent occupancy data is taken from Stat Server by URS using the SData function. Stat Server collects agent occupancy data using the StatAgentOccupancy statistic. The routing strategy filters agents by occupancy in the ScoreIdealAgent callback subroutine. The agent occupancy results are used to sort the agents in the target agent group; over-occupied agents drop down lower in the sorted list.

Agent Holdout Options

Agent hold-out enables you to have an interaction wait a specified time, even when an agent has become available, if the available agent is has a low score for the interaction and there is a chance a better-matched agent might become available within the configured time window.

Dynamic Interaction Priority Options

If an interaction has a low score for all targeted agents, it can stay in a queue for a long time. To avoid such situations, you can configure a schedule for incremental priority increases. The schedule is set once for each interaction processed by GPR. The following options control interaction priority increments.

Important

If you already use priority increments for the strategy into which you are inserting the GPR subroutines, you doo not need to configure these options. If you are using priority increments only for predictive routing, use the following options to configure it.

---

---

---

{{Section

|sectionHeading=Agent State Connector Configuration Options |anchor=AgentStateConnectorConfigurationOptions |Standalone=No |ComingSoon=No |Status=No |alignment=Vertical |structuredtext=

• Unless otherwise noted, the options in the section apply to all ASC releases.
• The options in the sections apply only to ASC release 9.0.016.xx and higher.

Data Upload Options

The following options are used to configure the data upload functionality introduced in ASC release 9.0.016.00 (given in the format [section_name]:option_name).

[default]:

[default]:

[default]:

[dataset-{name}]:

[dataset-{name}]:

[dataset-{name}]:

[dataset-{name}]:

[dataset-{name}]:

[dataset-{name}]:

[dataset-{name}]:

[dataset-{name}]:

[dataset-{name}]:

[dataset-{name}]:

[dataset-{name}]:

[dataset-{name}]:

[dataset-{name}]:

[dataset-{name}]:

[dataset-{name}]:

[dataset-{name}]:

[dataset-{name}]:

[default] Section

Configure the following options in the [default] section:

[dataset-{name}] Section

The term dataset-{name} is a placeholder for any number of user-defined sections. The options described below specify the configuration parameters for that particular Dataset. When you create a section, replace {name} with the actual name of a Dataset as configured in AICS.

Important

The section names dataset-customers and dataset-agents are reserved for the Customer Profile and Agent Profile Datasets.

[log] Section

Configure the following options in the [log] section:

|fullwidth=No }} }}