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Configuring Agent Profiles

The Agent Profile schema contains all the relevant information about agents and their performance. Predictive Routing (GPR) 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/Configuration Server Proxy.

  • This topic explains how to create an Agent Profile using the GPR web application. For the methods and endpoints used to create and update an Agent Profile using the API, see the Predictive Routing API Reference (Requires a password for access. Please contact your Genesys representative if you need to view this document.)

Use the Agent Profile tab on the Settings navigation bar to import and configure agent-related data that you can then use to create predictors. To open the Settings navigation bar, click the gear icon, located on the right side of the top menu bar: GPMsettingsGear.png.

This topic includes the following sections:

How to Create an Agent Profile Schema

You can create your Agent Profile schema using the GPR application or the GPR API. You also have the following choice of methods:

  • Enable the auto-schema-discovery and then run Agent State Connector (ASC). ASC creates a schema containing only the mandatory fields.
  • Upload a fully-prepared schema in CSV format. You must include the mandatory fields listed below, but uploading your own file 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.
Important
If you have dictionary-type fields that use comma separators, use tab separators for your CSV file.

With either of these options, you can append data after import, which enables you to make updates.

Procedure: Create your Agent Profile schema

Purpose: To establish a schema where all data falls into a set structure; for example, all data within a certain column must have the same data type. GPR analyzes your data, recognizes the structure, and ensures that all data you upload later complies with the established schema.

Prerequisites

  • Agent State Connector installed and connected to Configuration Server/Configuration Server Proxy
  • A default agent profile consisting of two columns, employeeId and loginStatus, and several rows containing placeholder values for each column that can establish the correct datatype for the column.

Steps

Click the Agent Profile tab, then follow the steps to create an Agent Profile schema:

  1. Click Create Schema. The Create Profile Schema dialog box opens.
  2. Click Select file. Navigate to your small default CSV file and select it.
    Your CSV file can be zipped. You do not need to unzip it for uploading.
  3. Select the separator type for your CSV file. You can choose either TAB or COMMA.
  4. Click Create. The uploaded data appears on the Agent Profile window Schema tab.
  5. Set the ID Field. This field must have a unique value in each row that identifies the agent whose data appears in it.
    The datatype must be String. If the datatype is not set correctly when the data is uploaded, change the datatype by clicking in the Type column and selecting String from the drop-down list.
  6. Scroll to the bottom of the Schema tab and click Save Schema. A Success. Schema updated successfully status message appears in the upper right side of the Schema tab.
  7. Click Sync Schema.
  8. Scroll to the top of the Schema tab and click Accept Schema. A Schema accepted successfully status message appears.

This procedure has:

  • Established the schema structure for the required columns.
  • Established the column containing the ID Field parameter.

Next Step: Upload the remainder of your data. You can do this in one of two ways:

Procedure: Upload your Agent Profile data, Method 1 -- Have ASC automatically populate your schema

Purpose: Upload your Agent Profile data to the established schema.

Prerequisites

  • ASC is installed and connected to Configuration Server/Configuration Server Proxy.
  • You have created a schema, as described in the procedure above.

Steps

  1. Set the auto-schema-discovery option to true.
  2. Run ASC.
    The agent data contained in your Configuration Database is uploaded to the Agent Profile schema. When the data upload is complete, the Discovered Fields tab displays all of the fields discovered in your data, along with their datatypes and cardinality values.
  3. Adjust any datatypes in the Type column that were interpreted incorrectly.
  4. Adjust the Visibility toggle, if desired, to hide fields you do not need to see on the Agent Profile Discovered Fields tab.
    NOTE: The Visibility toggle enables you to configure which facets, or filters, are available for selection on the Agent Details tab (accessed from the top navigation bar). High cardinality facets are always hidden, but you can select which low cardinality facets appear. (Low cardinality means that there are 20 or fewer individual values represented for that field in the schema.)
  5. Adjust the Index toggle to have key fields indexed. Indexing makes lookups faster for that field. The field you specify as the ID_FIELD is indexed by default.
    Important
    An Agent Profile dataset should have no more than 64 indexed fields.
  6. Delete any fields you do not want included by clicking the X to the left of the field name.
    Because the Agent Profile is created by default from the Configuration Database, fields you delete are re-created next time ASC refreshes data.
  7. Click Save Schema.

This procedure has:

  • Completed the data upload to GPR.

Next Steps:

Procedure: Upload your Agent Profile data, Method 2 -- From your own CSV file

Purpose: Upload your Agent Profile data to the established schema.

Prerequisites

  • You have created a schema, as described in the procedure above.
  • You have created a CSV file containing all your Agent Profile data in the accepted schema structure.

Steps

Click the Agent Profile tab, then follow the steps to upload your data:

  1. Click Upload Data. The Create Profile Schema dialog box opens.
  2. Click Select File. Navigate to your complete CSV file and select it.
    Your CSV file can be zipped. You do not need to unzip it for uploading.
  3. Select the separator type for your CSV file. You can choose either TAB or COMMA.
  4. Click Create. The uploaded data appears on the Agent Profile window Schema tab.
  5. Adjust any datatypes in the Type column that were interpreted incorrectly.
  6. Adjust the Visibility toggle, if desired, to hide fields you do not need to see on the Agent Profile Discovered Fields tab.
    NOTE: The Visibility toggle simply enables you to configure the display to make it easier to see the fields you are most interested in. Hidden fields continue to be processed.
  7. Adjust the Index toggle to have key fields indexed. Indexing makes lookups faster for that field. The field you specify as the ID_FIELD is indexed by default.
    Important
    An Agent Profile dataset should have no more than 64 indexed fields.
  8. Delete any fields you do not want included by clicking the X to the left of the field name.
  9. Scroll to the bottom of the Schema tab and click Save Schema. A Success. Schema updated successfully status message appears in the upper right side of the Schema tab.

This procedure has:

  • Completed the data upload to GPR.

Next Steps:

Procedure: (Optional) Add new fields to the Agent Profile schema


Steps

  1. Click Add New Field.
  2. Add any number of discovered fields to the Agent Profile schema from the drop-down menu.
  3. (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.
  4. Click Save Schema.

Procedure: Synchronize and accept the schema

Purpose: You must synchronize the schema before you can use it.

Prerequisites

You must already have created your schema, uploaded your data, and saved the schema.

Steps

  1. Click Sync Schema.
  2. Scroll to the top of the Schema tab and click Accept Schema. A Schema accepted successfully status message appears.
    When the schema has been accepted, the Schema out of synchronization message changes to Schema synchronized and the associated icon turns green.
    When data upload is completed, the Discovered Fields tab displays the fields discovered in your data, along with their datatypes and cardinality values.

AgentProfileSynchronized.png

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.
    Important
    Your 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.

SchemaAgtProfileDiscFlds.png

Understanding Cardinality

  • When you upload additional data, cardinalities are automatically updated after every 1,000 new rows are uploaded.
  • To view updated Agent Profile data, including cardinalities, re-load your browser page.

Fields Populated Automatically By Agent State Connector

Field Name Data Type Source Indexed Comments
employeeId string Configuration Server: Person object, General tab no  
firstName string Configuration Server: Person object, General tab No  
lastName string Configuration Server: Person object, General tab No  
userName string Configuration Server: Person object, General tab no  
tenantName string Configuration Server: Person object, General tab no  
loginTimestamp string Stat Server: CurrentAgentState statistic yes  
state string Configuration Server: Person object, General tab no Indicates whether the State Enabled check box is selected.
loginId string Stat Server: CurrentAgentState statistic yes  
dbId integer Configuration Server yes The DBID of the Person object.
loginStatus integer Stat Server: CurrentAgentState statistic yes  
tenantDbId integer Configuration Server no The DBID of the Tenant specified in the tenantName field.
groupNames list Configuration Server yes All groups are assigned to the agent and available under the groupNames parameter in the Agent Profile schema.
loginCodes list Configuration Server: Person object, Agent Info tab yes  
attached_data dict Configuration Server: Person object, Annex tab no  
skills dict Configuration Server: Person object, Agent Info tab yes Automatically adds each skill into the schema as separate field with the integer data type.
connection_ids dict Stat Server: CurrentAgentState statistic no  

Unsupported Characters in Agent and Customer Profiles and Datasets

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
  • 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, 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> [47] ERROR <BOTTLE> schema_based.py:63 Invalid expression while parsing: <fieldname> = None
  • <datetime> [47] ERROR <BOTTLE> agents.py:172 Fields set([u'<fieldname>']) were ignored because names were invalid.

Skills in Agent Profile Data

Genesys Configuration allows Skills and Groups to have the same name. There should be no impact on either Agent State Connector or scoring due to the same group name/skill name.

  • Groups are stored in groupNames list in Agent Profile.
  • Skills are stored in skills dictionary and copied to the top level in 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.

When creating/updating an agent profile in AICS, ASC copies the keys and values listed in the skills dictionary to the top level. This is done to facilitate the selection of agents when AICS processes scoring requests from the routing strategy. The skill expressions used in the strategy and provided in the action_filters field of the scoring requests can be used as-is for agent selection.

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This page was last modified on November 12, 2018, at 12:35.