- 1 Prepare Your Data
- 1.1 Interaction data
- 1.2 Agent Profile data
- 1.3 Customer Profile data
- 1.4 Outcome Data
- 1.5 Correctly Specifying Data Types in Your Dataset
- 1.6 Supported Encodings
- 1.7 Unsupported Characters in Agent and Customer Profiles and Datasets
- 1.8 Considerations
- 1.9 Data Size Guidelines - Data Import, Model Training, and Feature Analysis
- 1.10 Genesys Info Mart Data
Prepare Your Data
This topic addresses issues such as data sources, what kind of data Genesys Predictive Routing (GPR) needs in order to function, how much data you need, and how best to structure it. See Supported Encodings and Unsupported Characters for information about constraints on data formats. It also includes data size guidelines and a list of Genesys Info Mart tables that provide data for GPR.
Because environments differ and the exact metrics you want to target for improvement are also dependent on your environment and business needs, this topic offers only general guidelines.
GPR can use any relevant data available in your environment. Some data is automatically imported into GPR, but the remainder must be combined into consistent schemas and saved as CSV files. You can use either the GPR web application or the API to import this CSV data. You can upload your CSV file itself or as a ZIP archive.
- This Guide assumes you are using the GPR web application. For details about the API, see the Predictive Routing API Reference.
- Genesys supports only the GPR application and the GPR API for uploading Dataset and Agent and Customer Profile data to Genesys Predictive Routing.
- Once a Dataset schema is created and accepted in AICS, you cannot change the schema. If you need to modify the schema, you must delete the Dataset and create a new one with the desired schema.
In general, you need the following types of data:
- You must create a CSV file containing the required data and upload it, using either the GPR web application or the GPR API.
Agent Profile data
- ASC automatically extracts Agent Profile data from Configuration Server. See Configuring Agent Profiles in the Predictive Routing Help for how to configure an Agent Profile schema.
Customer Profile data
- You must create a CSV file and upload it, using either the GPR web application or the GPR API. See Configuring Customer Profiles in the Predictive Routing Help for how to configure a Customer Profile schema.
- ImportantIf you are running AICS 9.0.015.00 or lower and your Customer Profile CSV file is very large, split your CSV file. Upload one section, then perform as many separate append operations as necessary to upload the entire Customer Profile. For example, in a medium-sized single-server deployment, (64 GB RAM; 16 CPU), each CSV upload should be no larger than 340 MB (approximately 100 features and 100000 rows). AICS 9.0.015.03 and higher uses MinIO for uploads, which resolves this issue.
- You must create a CSV file and upload it, using either the GPR web application or the GPR API.
Correctly Specifying Data Types in Your Dataset
GPR automatically determines the data types of the columns in your dataset during dataset initialization by analyzing the first 1000 rows of each column. To ensure that GPR can make a correct determination, Genesys recommends that you insert a "dummy" row at the beginning of your dataset that contains values that can be unambiguously interpreted as the expected data types for each column. This prevents cases in which the first 1000 rows may contain all NULL or 0 values, which might lead to an incorrect data type assignment (since 0 can be a valid integer, float, or Boolean value). If a column does contain meaningful values, the dummy row is analyzed along with the other values and contributes to the data type determination. Genesys recommends you use the following data type specifications in your dummy row:
- ‘a_string’ - Is recognized as a string.
- 2.1, or any integer or float value > 1 - Is recognized as a float.
- False or True - Is recognized as Boolean.
- Unix Timestamp (such as 1535538976) - Is recognized as a timestamp.
By default, GPR handles data using UTF-8 encoding. However, starting with release 9.0.014.00, GPR supports importing of data that uses certain legacy encodings. Appendix: Supported Encodings lists those encodings currently supported. This list is updated as new encodings are verified. If you use an encoding type that is not listed, contact your Genesys representative for assistance.
Unsupported Characters in Agent and Customer Profiles and Datasets
The following characters are not supported for column names in Datasets or Agent and Customer Profile schemas. If GPR encounters these characters in a CSV file, it reads them as column delimiters and parses the data accordingly.
- | (the pipe character)
- \t (the TAB character)
- , (the comma)
Workaround: To use these characters in column names, add double quotation marks (" ") around the entire affected column name, except in the following situations:
- If you have a comma-delimited CSV file, add double quotations marks around commas within column names; you do not need quotations for the \t (TAB) character.
- If you have a TAB-delimited CSV file, add double quotations marks around TAB characters within column names; you do not need quotations for the , (comma) character.
- You must always use double quotations for the | (pipe) character.
Unsupported characters in releases prior to 9.0.014.00
In releases prior to 9.0.014.00, certain characters in column names are ignored, are unsupported, or cause an upload to fail, as explained in the following points:
- Columns with the following symbols in their column names are not added to Agent Profiles or Customer Profiles:
- *, !, %, ^, (, ), ', &, /, â, è, ü, ó, â, ï
- The following symbols in column names are ignored, and the column is added with the symbol dropped out as though it had not been entered:
- [Space], -, <
- Non-ASCII characters are not supported. How they are handled differs depending on what data you are uploading:
- In Agent Profiles and Customer Profiles, columns with non-ASCII characters in the column name are not added.
- In Datasets, when a column name contains a mix of ASCII and non-ASCII characters, GPR removes the non-ASCII characters from the column name as though they had not been entered and correctly uploads all column values.
- In Datasets, when a column name contains only non-ASCII characters, the column name is entirely omitted. All the column values are preserved, but you cannot modify or save the schema. In this scenario, GPR generates the following error message: An unhandled exception has occurred: KeyError('name').
Logs for Unsupported Characters
The following Agent State Connector log messages record issues with unsupported characters:
- <datetime>  ERROR <BOTTLE> schema_based.py:63 Invalid expression while parsing: <fieldname> = None
- <datetime>  ERROR <BOTTLE> agents.py:172 Fields set([u'<fieldname>']) were ignored because names were invalid.
- What metrics of Contact Center operation do you want to optimize?
- What databases are available?
- Is it possible to join the data from those databases?
- Is the data clean and consistent in format? This is especially an issue if you are joining data from various sources.
- Do you have enough data to draw conclusions about agents performance?
- What data is available from the IVR and the CRM database at runtime?
Note that when you create your CSV file, you will need to include a value, a context_id or customer ID, that can be entered into your scoring request from your strategy and that enables you to retrieve the relevant record.
Data Size Guidelines - Data Import, Model Training, and Feature Analysis
|Description||Column Count||Row Count/File Size|
|Size of data that can be uploaded to create a dataset in a single batch. You can append data; you can load bigger datasets in multiple batches. Data uploads successfully for a file with 250 columns but with a smaller number of total records so that the total file size is less than the 250 MB limit.||250 columns maximum||250 MB file size|
|Minimum number of records needed to train a DISJOINT model for an agent.||Not Applicable||10|
|Total Cardinality limit for model training. Total Cardinality = the number of numeric columns plus the sum of the number of unique values across all string columns within a given dataset.||No specific column count; has been tested up to 250 columns.||Total Cardinality should be less than 2 to the power of 29.|
|Record count limit for GLOBAL model training.||Not Applicable; from a model-training perspective there is virtually no limit on the number of columns. The constraining issue is the possibility of compromising the Global model quality by ending up with a reduced number of samples for training.|| The total number of records should be less than 2 to power of 29 (that is, 536870912) divided by Total Cardinality as defined above.
|Column count limitation on the Feature Analysis report, Agent Variance report, Lift Estimation report, and Model Quality report.||250||Not Applicable|
Genesys Info Mart Data
The following table represents the data required from Genesys Info Mart (GIM) and the Genesys Configuration Database.
|Agent Profile||Agent username||RESOURCE_|
|Agent Profile||Employee ID||RESOURCE_|
|Customer Profile||CustomerID||Attached Data to map with interaction metadata record|
|Customer Profile||SERVICE_TYPE||Attached Data to map with interaction metadata record|
|Interaction Metadata||INTERACTION ID||Interaction_Fact (IF)|
|Interaction Metadata||INTERACTION TYPE||IRF|
|Interaction Metadata||MEDIA TYPE||Media_Type|
|Interaction Metadata||RESOURCE ROLE||TECHNICAL_DESCRIPTOR|
|Interaction Metadata||ROLE REASON||TECHNICAL_DESCRIPTOR|
|Interaction Metadata||TECHNICAL RESULT||TECHNICAL_DESCRIPTOR|
|Interaction Metadata||RESULT REASON||TECHNICAL_DESCRIPTOR|
|Interaction Metadata||MEDIA RESOURCE (VIRTUAL QUEUE)||RESOURCE_|
|Interaction Metadata||RESOURCE GROUP COMBINATION||RESOURCE_GROUP_COMBINATION|
|Interaction Metadata||ROUTING TARGET||ROUTING_TARGET|
|Interaction Metadata||SKILL EXPRESSION||REQUESTED_SKILL|
|Interaction Metadata||LAST ROUTING POINT||RESOURCE_|
|Interaction Metadata||LAST VQ|
|Interaction Metadata||SOURCE_ADRESS (ANI,..)||SOURCE_ADDRESS|
|Interaction Metadata||TARGET_ADRESS (DNIS,..)||TARGET_ADDRESS|
|Interaction Metadata||WAITING TIME||(QUEUE DURATION, ROUTING POINT DURATION, MEDIATION DURATION)|
|Interaction Metadata||RINGING TIME||RING_DURATION|
|Interaction Metadata||HANDLE TIME||(Talk_Duration, ACW Duration,..)|
|Interaction Metadata||HOLD TIME||HOLD_DURATION|
|Interaction Metadata||HOLD COUNT||HOLD_COUNT|
|Interaction Metadata||ACW COUNT||AFTER_CALL_WORK_COUNT|
|Interaction Metadata||FOCUS TIME||FOCUS_TIME|
|Interaction Metadata||CONSULTATION TIME (CONS_RCV_TALK_DURATION, POST_CONS_XFER_TALK_COUNT,…)|