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: .
This topic includes the following sections:
- Procedures for creating the Agent Profile schema and appending data
- Handling Cardinality
- Mandatory fields
- UTF-8 support and limitations
- Skills in the Agent Profile
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.
With either of these options, you can append data after import, which enables you to make updates.
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.
- 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>  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.
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.