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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.

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EventData

Section: custom-states
Default Value: No default value
Valid Values: A comma-separated list of the data types and key names in the format Type,KeyName.
Changes Take Effect: Immediately


Specifies the list of key names for which ICON stores KVP data in the G_CUSTOM_DATA_S table. This data is provided in AttributeUserData of EventUserEvent or attr_event_content of EventCustomReporting (provided via Interaction Server).

You can use this option to specify key names, such as R_TimeInFocus, which ensure that ICON writes the EventCustomReporting data used in interaction focus time reporting. For details, see "Processing Data from EventCustomReporting" in the Interaction Concentrator User’s Guide.

Notes:

  • The limit for option specifications is 255 characters. If your desired EventData option specification exceeds this limit, you can specify additional options in the format EventData_X, where X is any integer, 1 or greater. ICON recognizes all the EventData specifications as one option, and it concatenates the content of the options in sequence.
  • The field for the key value in the G_CUSTOM_DATA_S table requires character-type data. Regardless of the data type that you specify in this option, ICON converts the value from the UserData KVP into a string, before storing it in the G_CUSTOM_DATA_S table. If the value of the key in the UserData KVP is KVList, ICON ignores the value.
  • Ensure that the key name you specify does not conflict with a key name specified in the AgentUserFields or GlobalData options. The key names specified in the AgentUserFields, EventData, and GlobalData options must be unique.

Example:

  • EventData = char,CUSTOMER_NAME,int,CUSTOMER_PHONE

 

store-event-data

Section: custom-states
Default Value: none
Valid Values: none, all, conf
Changes Take Effect: Immediately


Specifies what, if any, KVP data ICON stores in the G_CUSTOM_DATA_S table. The KVP data can come from AttributeUserData of EventUserEvent or from attr_event_content of EventCustomReporting.

Valid Values:

  • none - ICON does not store any KVP data.
  • all - ICON stores the values of all keys.
  • conf - ICON stores the values of the keys that are configured in the EventData option.

Notes:

  • To have ICON store the data Genesys Info Mart needs in order to determine the time that an interaction was in focus on an agent desktop, set the value of this option to all or conf.
  • For details about focus time reporting, see "Processing Data from EventCustomReporting" in the Interaction Concentrator User’s Guide.

 

Key-Value Pair

Also known as a KVP. A data structure that is used to communicate or store a piece of information. A KVP consists of a key, whose value is a string, and a value, which may be any of a variety of data types, including a key-value set (thus, making the structure recursive). The key identifies the meaning of the data that is contained in the value.



Glossary

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

Integrate with Genesys Reporting

Genesys Predictive Routing (GPR) can supply a variety of information about routing outcomes for use by the Genesys reporting applications. GPR sends data for historical reporting in key-value pairs (KVPs). This KVP data, which is stored in the Info Mart database, can also to be fed back into GPR to refine predictors. In addition, Stat Server sends this KVP data to Pulse for real-time reporting.

GPRHistRptArchOverview.png

  1. GPR data in the form of KVPs is attached to EventUserEvent TEvents.
    The UserEvent contains AttributeThisDN with a value of Route Point, which identifies where the strategy is executed and AttributeUserData, which holds a list of KVPs containing data about the interaction.
    This Route Point should also be specified in the vq-for-reporting option.
  2. Interaction Concentrator stores the KVP data in the Interaction Database (IDB), in the CUSTOM_DATA_S table.
  3. Genesys Info Mart gathers this raw data from IDB and prepares it for use in GI2/Genesys CX Insights historical reporting on GPR activity and performance.
  4. Reporting and Analytics Aggregates (RAA) further transforms the data in preparation for use by the presentation layer.
  5. Using GI2 or Genesys CX Insights, you can create the following reports based on the GPR data. These reports are described in the Genesys Customer Experience Insights User's Guide:
  6. Using Pulse, you can access the Agent Group KPIs by Predictive Model and Queue KPIs by Predictive Model templates for real-time reporting. These templates are available from the Genesys Dashboard Community Center.

In addition to the powerful Genesys Reporting solution, GPR offers in-interface analysis reports:

The following topics provide in-depth information about how Universal Routing Server (URS) makes routing decisions when you are using Predictive Routing and how GPR scores agents in various scenarios. Use the material covered in these topics to inform your understanding about what data the KVPs described in this topic store and how to create the most useful reports from the available data:

Configure Historical Reporting

Genesys Info Mart release 8.5.009 and later provides support for GPR reporting out-of-box, with no additional configuration required on the Genesys Info Mart side. However, to send GPR data to Genesys Info Mart, as well as to see GPR data in GI2/Genesys CX Insights reports, you need to modify the configuration of GPR, Interaction Concentrator, and Reporting & Analytics Aggregates (RAA, the aggregation engine hosted by Genesys Info Mart).

Tip
For general information about how Genesys Info Mart uses attached user data, see the Genesys Info Mart and Attached User Data section of the Genesys Info Mart Deployment Guide.
  1. Ensure that ICON and IDB have been deployed as Genesys Info Mart requires, and that ICON is connected to the T-Server(s) or SIP Server(s) handling the GPR interactions. For details, see Preparing Interaction Concentrator in the Genesys Info Mart Deployment Guide.
  2. Configure a DN for GPR reporting data.
    • Open Genesys Administrator Extension (GAX) and specify a DN to use with GPR. This DN can be a VQ DN, a Trunk Group DN, or any other recognized type, as long as you configure ICON to monitor it. The name of the DN is used inside URS strategy subroutines or Composer SCXML scripts (depending on your environment), so it should be meaningful and recognizable.
  3. Configure URS or Orchestration Server:
    • In the connections of your Universal Routing Server application or Orchestration Server application (as appropriate in your environment), add the T-Server/SIP Server used to define the reporting Switch and DN in the GPR configuration. For example, GPR_Switch.
  4. In IRD or Composer, set up your routing solution to attach the required KVPs in UserEvents. For an example to guide you, refer to the GPRIxnCompleted (formerly PRRIxnCompleted) subroutine provided with GPR.
  5. Configure Interaction Concentrator to store the GPR KVPs:
    1. Set the store-event-data option to all, the recommended setting in GPR deployments, or conf. This option controls which KVP data from AttributeUserData of EventUserEvent ICON stores in the G_CUSTOM_DATA_S table.
    2. If you set store-event-data to conf, use the EventData option to specify which KVPs to store.
      To simplify configuration in deployments where GPR data is extracted for reporting, Genesys recommends setting the [custom-states].store-event-data configuration option to all, which ensures that ICON stores all the UserEvent-based KVPs that Genesys Info Mart requires. However, be aware that setting store-event-data=all has performance and security implications:
      • Performance — Processing and storing a large number of UserEvent-based KVPs increases database resource requirements and can impact performance.
      • Security — Sensitive data (for example, credit card information) might be sent in UserEvents that are not used for reporting. Unlike the situation for call-based attached data, where the G_SECURE_USERDATA_HISTORY table is available to provide secure IDB storage, there is no secure IDB table parallel to G_CUSTOM_DATA_S that provides separate, secure storage for sensitive data.
  6. Ensure that you have added the T-Server/SIP Server corresponding to the DN you created earlier for GPR to the Connections tab of the Interaction Concentrator Application object.
  7. Configure GPR to attach KVP data by configuring the following options on the Predictive_Route_DataCfg Transaction List object:
    • send-user-event - Enables attaching the Predictive Routing-specific key-value pairs.
    • vq-for-reporting - Indicates the virtual queue or DN where URS sends the GPR user event data. The user event data, in the form of key-value pairs (KVPs), is attached to EventUserEvent in the AttributeUserData attribute.
    For the list of KVPs to be attached, see GPR KVPs for Genesys Reporting, below. The following KVPs are mandatory for data to be available for Genesys Reporting:
    • gpmResult
    • CALLID
    • START_TS
    • ADDED_TS
  8. Ensure that your deployment has been configured as required for Genesys Info Mart to support reporting on contact center activity in general. For a summary of the configuration requirements, see Enabling Reporting on Voice Activity in the Genesys Info Mart Deployment Guide.
  9. Enable aggregation of GPR data. (Required for GI2/Genesys CX Insights reporting or other applications that use RAA aggregation.)
    • In the [agg-feature] section on the Genesys Info Mart application object, specify the enable-gpr and enable-gpr-fcr options.
  10. Verify the reporting data chain.
    After a few interactions have been routed with GPR in an operational mode, verify that the required KVPs are being sent, stored, and used as expected:
    • Check the T-Server/SIP Server logs to verify that UserEvents are being sent with the required KVPs.
    • Check the ICON logs and the G_CUSTOM_DATA_S table in IDB to verify that ICON is recording the required KVPs.
    • Check the GPM_* tables in the Info Mart database to verify that Genesys Info Mart is correctly transforming the data.

For more information about configuring user data storage in Interaction Concentrator to work with Genesys Info Mart, see Important custom-states ICON Configuration Options and Configuration Considerations in the Genesys Info Mart Deployment Guide.

GPR KVPs for Genesys Reporting

The following table describes the KVPs that Genesys Info Mart uses to enable GPR reporting.

Tip
  • Use the Search box to quickly locate a specific KVP.
  • Although the Predictive Routing short name is GPR, the GPM_* prefix shown in the table below is correct. It reflects an earlier name for the product.
Important

A number of new KVPs were introduced in URS Strategy Subroutines 9.0.015.00, resulting in additional columns in the Genesys Info Mart tables that store GPR data and extending the range of information provided in some existing columns. Genesys Info Mart 8.5.014.09 and higher is required to use the new KVPs.

Interaction rows created before the new GPR subroutine IP is installed are handled as follows:

  • New columns in the GPM_FACT table have NULL values for all existing rows.
  • The new gpm_dim1_key field in the GPM_FACT table has the value -2 for all existing rows.

The descriptions for the new KVPs indicate the "Introduced In" and "Modified In" versions, where relevant.


KVP Description KVP Type Info Mart Database Target
KVP Description KVP Type Info Mart Database Target
ADDED_TS
UTC timestamp, indicating the date and time when the record was added as inherited from the T-Server TEvent.
Default value: no default value
Valid values: any valid UTC timestamp

Note: This KVP is mandatory for Genesys Info Mart reporting.
INT GPM_FACT.ADDED_TS
CALLID
Value of AttributeCallUUID for the interaction.
Default value: a valid CALLID

Note: This KVP is mandatory for Genesys Info Mart reporting.
CHAR(32) GPM_FACT.MEDIA_SERVER_IXN_GUID
gpmAdjustedAgentScore

Introduced: 9.0.015.00
The final agent score used to route the associated interaction to the selected agent. This score is calculated from the gpmAgentScore combined with any agent occupancy factor.
Default value: 0
Valid values: any non-negative float value
FLOAT GPM_FACT.ADJUSTED_SCORE
gpmAgentDBID
Optional. The DBID of the agent to whom the interaction was routed.
Default value: no default value
INT RESOURCE_.RESOURCE_CFG_DBID (referenced through GPM_FACT.RESOURCE_KEY)
gpmAgentRank
The rank of the agents in the target group, based on agent scores sorted in descending order.
Default value: 0
Valid values: 0, any positive integer
SHORT GPM_FACT.AGENT_RANK
gpmAgentScore
The score of the agent to whom the interaction was routed.
Default value: 0
Valid values: any non-negative float value
FLOAT GPM_FACT.AGENT_SCORE
gpmCustomerFound
Indicates whether features from the customer record specified in the routing strategy were successfully retrieved from the Customer Profile schema uploaded to the AI Core Services and used to calculate agent scores.
Default value: unknown
Valid values: 0 (= No), 1 (= Yes), unknown
Enum GPM_RESULT.CUSTOMER_FOUND (referenced through GPM_FACT.GPM_RESULT_KEY)
gpmDefaultAgentScore

Introduced: 9.0.015.00
This default agent score for the associated interaction. The value is the outcome, for this interaction, of the setting specified in the default-agent-score configuration option.
Default value: 0
Valid values: any non-negative float value
FLOAT GPM_FACT.DEFAULT_SCORE
gpmDefaultScoredAgents

Introduced: 9.0.015.00
The number of agents assigned the default score for the associated interaction.
Default value: 0
Valid values: 0, any positive integer
INT GPM_FACT.DEFAULT_SCORES_COUNT
gpmDefaultScoreUsed

Introduced: 9.0.015.00
  • 0 - The agent score for the associated interaction is taken from the scoring response returned by GPR.
  • 1 - The agent score for the associated interaction is calculated based on the value set for the default-agent-score configuration option.

Default value: 0
Valid values: 0, 1
INT GPM_FACT.DEFAULT_SCORE_USED
gpmFinalScoreThreshold

Introduced: 9.0.015.00
The final threshold value used to route the associated interaction to the selected agent. The routing strategy calculates the value from the configured score threshold combined with values resulting from any agent holdout options.
Default value: 0
Valid values: any integer
INT GPM_FACT.FINAL_SCORE_THRESHOLD
gpmGlobalScore
The mean score calculated for an interaction using the Global Model.
Default value: 0
Valid values: any non-negative float value
FLOAT GPM_FACT.GLOBAL_SCORE
gpmGlobalScoreCount

Introduced: 9.0.015.00
Describes the number of agent scores returned for an interaction using a GLOBAL model.
Default value: 0
Valid values: 0, any positive integer
INT GPM_FACT.GLOBAL_SCORES_COUNT
gpmInitialScoreThreshold

Introduced: 9.0.015.00
The initial threshold value used for the interaction, taken from the value set in the score-base-threshold configuration option.
Default value: 0
Valid values: any integer
INT GPM_FACT.INITIAL_SCORE_THRESHOLD
gpmMaxScore
The score of the best-matching agent in the target group.
Default value: 0
Valid values: any non-negative float value
FLOAT GPM_FACT.MAX_SCORE
gpmMedianScore
The median score for the target group of agents to which the agent who received the interaction belongs.
Default value: 0
Valid values: any non-negative float value
FLOAT GPM_FACT.MEDIAN_SCORE
gpmMessage
The message that displays when the Predictive Routing result reported in the gpmResult KVP is an error.
Default value: no default value
CHAR(255) GPM_FACT.MESSAGE
gpmMinScore
The score of the worst-matching agent in the target group.
Default value: 0
Valid values: any non-negative float value
FLOAT GPM_FACT.MIN_SCORE
gpmMode

Modified: 9.0.015.00 - The value off was added.
The mode in which Predictive Routing is operating, as specified by the prr-mode configuration option. For information about turning predictive routing off, see Turn Off Predictive Routing.
Default value: unknown
Valid values: prod, off, dry-run, ab-test-time-sliced, unknown
Enum GPM_RESULT.GPM_MODE (referenced through GPM_FACT.GPM_RESULT_KEY)
gpmModel
The name of the Model used to calculate agent scores for the interaction.
Default value: unknown
Valid values: the name of any Model in your environment
CHAR(255) GPM_MODEL.MODEL (referenced through GPM_FACT.GPM_MODEL_KEY)
gpmModelId
The UUID of the Model used to calculate agent scores for the interaction.
Default value: unknown
Valid values: the ID for any Model in your environment
CHAR(24) GPM_MODEL.MODEL_ID (referenced through GPM_FACT.GPM_MODEL_KEY)
gpmPredictor
The name of the Predictor in the AI Core Services (AICS). If an error is encountered, the section name specified in the Predictive_Route_DataCfg Transaction List object is used as the Predictor name.
Default value: unknown
Valid values: the name of any Predictor in your environment
CHAR(255) GPM_PREDICTOR.PREDICTOR (referenced through GPM_FACT.GPM_PREDICTOR_KEY)
gpmPredictorId
The UUID of the Predictor used for scoring.
Default value: unknown
Valid values: the ID for any Predictor in your environment
CHAR(24) GPM_PREDICTOR.PREDICTOR_ID (referenced through GPM_FACT.GPM_PREDICTOR_KEY)
gpmPredictorType

Introduced: 9.0.015.00
Reserved for future use.
Default value: unknown
Valid values: Sales, Service
CHAR[32] GPM_DIM1.PREDICTOR_TYPE
gpmResult

Modified: 9.0.015.00 - The values 12, 13, 14, and 15 were added.
The result of Predictive Routing processing. If there is an error, the gpmMessage KVP contains the error message.
  • 1 - Ok
  • 2 - Authentication to scoring engine failed
  • 3 - Scoring request failed
  • 4 - Agent list is empty
  • 5 - URS overload, interaction skipped
  • 6 - Predictor not found
  • 7 - Failed to build scoring request
  • 8 - SetIdealAgent or SetReadyCondition execution error
  • 9 - Interaction log not found in global map
  • 10 - Unknown error
  • 11 - Channel is not supported
  • 12 - Reserved for future use
  • 13 - Call Abandoned
  • 14 - Call Routing Failed
  • 15 - Predictive Routing is turned off or not used for this interaction

Default value: no default value
Valid values: 1–15

Note: This KVP is mandatory for Genesys Info Mart reporting.
Enum GPM_RESULT.GPM_RESULT (referenced through GPM_FACT.GPM_RESULT_KEY)
gpmRouteAttemptId
The sequence number of the attempt to route an interaction using Predictive Routing. The value of this KVP is incremented each time the ActivatePredictiveRouting subroutine is called by the strategy, starting from 1.
Default value: 0
Valid values: integers starting from 1
INT GPM_FACT.ROUTE_ATTEMPT_ID
gpmRoutingMethod

Introduced: 9.0.015.00
Reserved for future use.
Default value: unknown
CHAR[32] GPM_DIM1.ROUTING_CRITERIA
gpmScoreAboveMedian
Indicates whether the score for the selected agent was better than the median score for the target group.
Default value: unknown
Valid values: 0 (no), 1 (yes), unknown
Enum GPM_FACT.SCORE_ABOVE_MEDIAN
gpmStatus
Indicates the scenario under which the interaction was processed. For more information about the scenarios, see Routing Scenarios Using Predictive Routing.
Default value: unknown
Valid values: agent-surplus, call-surplus, unknown
Enum GPM_RESULT.GPM_STATUS (referenced through GPM_FACT.GPM_RESULT_KEY)
gpmSuitableAgentsCount

Introduced: 9.0.015.00
The number of agents who had scores greater than or equal to the initial threshold value when the scoring response was received.
Default value: 0
Valid values: 0, any positive integer
INT GPM_FACT.SUITABLE_AGENTS_COUNT
gpmTargetSize
The size of the scored target group (in other words, the length of the list of agents received from the scoring engine).
Default value: 0
Valid values: 0, any positive integer
SHORT GPM_FACT.TARGET_SIZE
gpmUse
The meaning depends on the mode in which Predictive Routing is operating (see the description of the gpmMode KVP). This field is set to one of the following values:
  • 1 - When the mode is ab-test-time-sliced, indicates that the interaction was selected for Predictive Routing. When the mode is prod, indicates the normal case, when Predictive Routing occurred without error.
  • 0 - When the mode is ab-test-time-sliced, indicates the interaction was processed with skill-based routing. When the mode is dry-run, indicates that the interaction completed without error.
  • unknown - For any mode, indicates that an error occurred in one of the Predictive Routing subroutines, and the solution defaulted to skill-based routing.

Default value: unknown
Valid values: 1, 0, unknown
Enum GPM_RESULT.GPM_USE (referenced through GPM_FACT.GPM_RESULT_KEY)
gpmWaitTime
The amount of time, in seconds, the interaction spent in the queue used for Predictive Routing decision-making, starting from when the strategy started to process the interaction until it was routed to the agent. Note that the point when processing starts might depend on how you have configured your strategy.
Default value: 0
Valid values: 0, any positive integer
INT GPM_FACT.WAIT_TIME
START_TS
UTC timestamp, indicating the time when the interaction arrived at the contact center.

Note that this value is different from gpm-ixn-timestamp (previously called prr-ixn-timestamp), which, in release 9.0.014.04 and earlier, indicates the time when the strategy started processing the interaction. gpm-ixn-timestamp is configured in the default_skill_data object, from which it is passed to the ActivatePredictiveRouting_v3 subroutine.

In URS Strategy Subroutines 9.0.015.00 and higher, gpm-ixn-timestamp is not used, and START_TS must be passed in the default_skill_data parameter. gpmWaitTime (the actual wait time of the interaction in the queue before an agent is selected) is calculated based on the difference between the UTC time when agent is selected minus the START_TS value.


Default value: no default value
Valid values: a valid UTC timestamp

Note: This KVP is mandatory for Genesys Info Mart reporting.
INT GPM_FACT.START_DATE_TIME_KEY

This page was last modified on July 19, 2019, at 12:45.

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