Schema: Configuring Agent Profiles
The Agent Profile schema contains all the relevant information about agents and their performance. Predictive Routing uses this schema to assess agent performance when handling each virtual queue and ranking the agents based on regularly updated skills and performance results, which are drawn from Stat Server and Configuration Server. Uploading using a CSV file or a JSON file also enables you to include data in the form of dictionaries. 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.
How to Create an Agent Profile Schema
Use the Agent Profile tab to import and configure agent-related data that you can then use to create predictors. You have two alternatives for creating an Agent Profile schema:
- You can import a dataset, after gathering the desired data into a CSV file and formatting it with a consistent schema. This is the best course if you require data that does not come from Stat Server and Configuration Server.
- You can enable ASC to create the schema automatically, by setting the auto-schema-discovery option to true (the default) and then running Agent State Connector (ASC).
With either of these options, you can append data after import, which enables you to make updates.
UTF-8 Support in Agent and Customer Profiles and Datasets
UTF-8 character encoding is supported for all values in Agent and Customer Profile and Dataset fields. However, UTF-8 encoding is not supported for column names. The following section explains how GPR handles specified characters in column names.
- Columns with the following symbols in their column names are not added to Agent Profiles or Customer Profiles:
- *, !, %, ^, (, ), ', &, /, â, è, ü, ó, â, ï
- Columns with the following symbols in their 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, for columns with non-ASCII characters in the column name, the following error message appears and the Dataset is not uploaded: Unknown error - failed to complete operation.
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.
Upload data for your Agent Profile schema
Click the Agent Profile tab, then follow the steps to create an Agent Profile schema:
- Click Create Schema.
- Select the separator type for your CSV file. You can choose either TAB or COMMA.
- Click Select file. Navigate to your CSV file and select it.
- Click Create.
When data upload is completed, the Discovered Fields tab displays the fields discovered in your data, along with their datatypes and cardinality values.
Create the Agent Profile schema
Click the Schema tab and the follow the steps to create the schema:
- Click Add New Field.
- Add any number of discovered fields to the Agent Profile schema from the drop-down menu.
- (Optional) Type a new field name and press Enter to add a custom field. The custom field value is an expression constructed from arithmetic operations, Python 2.7 built-in functions, and discovered fields.
- To access the built-in functions, press the SHIFT+@ shortcut.
- Select one field as the ID_FIELD. This must be a field that has a non-empty value and which uniquely identifies each row in the dataset.
- Click Save Schema.
- After you save the schema, the Indexed and Visibility fields become active.
- (Optional) Click the Indexed toggle button on for any fields you would like indexed. Indexing makes lookups faster for that field.
- ImportantAn Agent Profile dataset should have no more than 64 indexed fields.
- (Optional) Click the Visibility toggle button to show/hide the specified columns on the Agent Profile window.
Next you must synchronize your schema.
Synchronize the schema
Once you have saved the schema, you must synchronize it before you can use it to create predictors.
- After schema is saved, click Sync Schema.
- When the schema has been synced, the Schema out of synchronization message changes to Schema applied.
- Once you have reviewed the schema synchronization for possible synchronization errors, click Accept.
- When the schema has been accepted, the Schema out of synchronization message changes to Schema synchronized and the associated icon turns green.
The Discovered Fields tab
When you navigate to the Schema > Agent Profile page and you have imported an Agent Profile schema, your data is displayed in two tabs, Discovered Fields, and Schema. The Discovered Fields tab lists the fields included in your data set and the data type for each.
- Click a field name for a complete list of the available values for that field.
- Click Append to add more data to your Agent Profile schema.
- ImportantYour appended data must have the same schema structure as the existing data. You can add fields and values, but you cannot change the existing schema. If you need to change the structure of your schema, delete the existing schema and upload your corrected data as a new Agent Profile schema.
- To locate a specific field in the list, type the field name into the Search field on the upper right side of the tab.
- To delete your Agent Profile schema, click the trash can icon next to the Agent Profile page title.