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enable-gpr-fcr

Section: agg-feature
Default Value: No default value
Valid Values: none. This option takes no values—its presence alone within the [agg-feature] section issues the described instructions to RAA.
Changes Take Effect: After restart of the aggregation process.


Enables the aggregate table ID_FCR (AG2_ID_FCR), which provides aggregate information to support reporting on Genesys Predictive Routing (GPR).

To have RAA exclude Predictive Reporting data, remove this option from this section. The table is not presented if feature is not enabled.

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enable-gpr

Section: agg-feature
Default Value: No default value
Valid Values: none. This option takes no values—its presence alone within the [agg-feature] section issues the described instructions to RAA.
Changes Take Effect: After restart of the aggregation process.


Enables Genesys Predictive Routing (GPR) - related columns in four aggregate tables (AG2_ID, AG2_I_AGENT, AG2_QUEUE, and AG2_QUEUE_GRP).

To have RAA exclude Predictive Reporting data from these tables, remove this option from this section. The columns are not presented if feature is not enabled.

more...

Predictive Routing Reports and Dashboards

This page describes reports and dashboards you can use to learn more about how Genesys Predictive Routing (GPR) is used in your contact center, including information about how it impacts customer experience, wait times, issue resolution rates, and other key metrics. Reports in the Predictive folder are ready-to-use, but as always, can be modified to suit your specific business needs.

Reports in this folder require that specific RAA options be enabled: enable-gpr, and in some cases enable-gpr-fcr. For more information, see the Genesys CX Insights Deployment Guide.

About Predictive Routing reports and dashboards


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This page was last modified on September 17, 2019, at 10:30.

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