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New Features Log

This topic provides a single point to find new feature information. It includes the software version number and release date, and includes links to the related documentation updates (if any were needed).

List of New Features and Modifications

The following significant changes in functionality were made in 9.0.0 releases.

Feature Description Type of Change Occurred in Release Documentation Updates
You can now enable Predictive Routing to look up updated values for certain agent attributes, based on customer or interaction attributes during a scoring request. For instance, you can look up agent performance by virtual queue, enabling you to evaluate the agent’s previous performance when handling interactions from that queue. This avoids comparing agent performance for a specific queue against other agents who handle interactions from a different mixture of virtual queues. New feature/Enhancement 9.0.008.00 Predictive Routing Help
You can now view an entire Agent Profile or Customer Profile record from the Agents Details and Customers Details tabs or an entire record on the Datasets Details tab. Click a single record to open a new window containing a table with all the related key-value pairs. New feature/Enhancement 9.0.008.00 Predictive Routing Help
Agent State Connector now supports connection to a secured Configuration Server port and TLS 1.2 connections to Stat Server. New feature/Enhancement 9.0.008.00 Deployment and Operations Guide
You can now configure Agent State Connector to automatically create an Agent Profile schema, if none exists, or to verify the existing schema. New feature/Enhancement 9.0.008.00 Deployment and Operations Guide
You can now have Agent State Connector collect call connId data from Stat Server and write it to the Agent Profile schema for use in Predictive Routing. New feature/Enhancement 9.0.008.00 Deployment and Operations Guide
Agent State Connector is now supported on Windows and Linux 64-bit systems. New feature/Enhancement 9.0.008.00 For the exact Windows and Linux versions supported, see the Genesys Supported Operating Environment Reference Guide.
Predictive Routing now supports datasets of up to 250 columns for predictor data generation, model training, and analysis. New feature/Enhancement 9.0.008.00 Deployment and Operations Guide
Model training speed has been considerably improved. New feature/Enhancement 9.0.008.00  
Predictive Routing now provides progress indicators when loading predictor data and generating predictors. The progress indicators show the percent complete and the number of data rows already loaded. New feature/Enhancement 9.0.008.00  
The maximum supported cardinality for the Group By functionality in the Lift Estimation report has been increased to 20. All features with cardinalities between 1 and 20 are now available in the Group By selection menu. New feature/Enhancement 9.0.008.00 Predictive Routing Help
You can now enter a maximum value of 500 simulations in the Lift Estimation analysis report settings. This prevents you from entering numbers too large to efficiently analyze and which can lead to an out-of-memory situation. The Number of Simulations field accepts any value larger than 0 and less than or equal to 500. New feature/Enhancement 9.0.008.00 Predictive Routing Help
Predictive Routing now provides a text search field for use when selecting attributes for analysis. New feature/Enhancement 9.0.008.00 Predictive Routing Help
The documentation and the user interface have been updated to reflect the new product name (changed from Genesys Predictive Matching to Genesys Predictive Routing). Update 9.0.007.01  
The product name has changed from Genesys Predictive Matching to Genesys Predictive Routing. New Feature 9.0.007.00 The documentation and the user interface are scheduled to be updated as a post-release activity.
Support for both single-site and multi-site high availability architectures. New Feature JOP and ASC 9.0.007.00 Deployment and Operations Guide:
Support for historical reporting, provided by the Genesys Reporting solution. The following reports are available in Genesys Interactive Insights: Predictive Routing AB Testing Report, Predictive Routing Agent Occupancy Report, Predictive Routing Detail Report, Predictive Routing Operational Report, and Predictive Routing Queue Statistics Report.
Important
This functionality requires Genesys Info Mart 8.5.009.12 or higher, Reporting and Analytics Aggregates 8.5.002 or higher, and Genesys Interactive Insights 8.5.001 or higher.
New Feature JOP and Strategy Subroutines 9.0.007.00 Deployment and Operations Guide:
Real-time reporting templates are available for use in Pulse dashboards: Agent Group KPIs by Predictive Model and Queue KPIs by Predictive Model. New Feature JOP and Strategy Subroutines 9.0.007.00 Deployment and Operations Guide:
Two new analysis reports have been added to the Genesys Predictive Routing application: Agent Variance and Lift Estimation. New Feature JOP 9.0.007.00 Help File:
The Model creation interface now includes additional model quality and agent coverage reporting. New Feature JOP 9.0.007.00 Help File:
The Feature Analysis report, the model creation and training functionality, and the dataset import functionality have been improved to handle large datasets. Improvement JOP 9.0.007.00 Deployment and Operations Guide:
You can now combine simple predictors to create composite predictors. New Feature JOP 9.0.007.00 Help File:
Agent State Connector now enables you to set alarms if there are persistent connection issues with Configuration Server or Stat Server. New Feature ASC 9.0.007.00 Deployment and Operations Guide:
Improved logging for the JOP Tango container when you train a model. The relevant log message now includes the model ID and feature size. New Feature JOP 9.0.007.00 Deployment and Operations Guide:
The agent occupancy control feature was improved. Improvement Strategy Subroutines 9.0.007.00 Deployment and Operations Guide:
The behavior of the time-sliced A/B testing mode (the prr-mode option is set to ab-test-time-sliced) has been improved. Improvement Strategy Subroutines 9.0.007.00 Deployment and Operations Guide:
You can now set a timeout value that enables Genesys Predictive Routing to tell whether URS is overloaded, at which point Predictive Routing turns itself off. New Feature Strategy Subroutines 9.0.007.00 Deployment and Operations Guide:
When you are training a model, new status indicators immediately inform you of the progress of model training, from "IN QUEUE", to a blinking "IN TRAINING" when the training job starts being processed, to "TRAINED" after job has been completed. Improvement JOP 9.0.007.00  
Predictive Routing now enforces conversion of non-string ID values into strings in the Agent and Customer Profile schemas. Improvement JOP 9.0.007.00  
The Predictive Routing strategy integration with URS now automatically deletes interaction scoring data stored in the URS global map once the interaction is routed or abandoned. As a result, the PrrIxnCleanup subroutine is no longer needed. This change requires URS version 8.1.400.37 or higher. Improvement Strategy Subroutines 9.0.007.00  
Apache Kafka is no longer used for triggering the execution of model training or analysis jobs. This functionality has been taken over by MongoDB. As a result, the kafka container is no longer part of the JOP installation package. Discontinued container JOP 9.0.007.00 Deployment and Operations Guide:
In the Predictive Routing interface, the Action Features label is now Agent Features; Context Features is now Customer Features; Action Type is now Agent Identifier; Context Type is now Customer Identifier. Improvement JOP 9.0.007.00 Help File:
Added support for updating, deleting, and reading the indexes on Agent and Customer Profile collections through the Predictive Routing API. Improvement JOP 9.0.007.00 API Reference:
Models now show how many versions have been created. In addition, you can now copy activated models. Improvement JOP 9.0.007.00 Help File:
The Composer ActivatePredictiveMatching subroutine now supports two types of responses to score requests, either containing both list and list_ranks fields or just the list field. These are controlled by the request parameter format_as_map. Improvement Strategy Subroutines 9.0.007.00 Deployment and Operations Guide:
The following two configuration options are no longer supported as of this release. The functionality they enabled has been adjusted to make them unnecessary. Discontinued Support ASC 9.0.006.07 Deployment and Operations Guide:
  • reset-jop-on-startup - This option is no longer required, and is now permanently set to false. To delete agents, delete your current agent profile schema in the Predictive Routing application, and then upload an updated schema.
  • stat-srv-ws-conn - This option is no longer required, and is now permanently set to true. ASC now supports warm standby connections by default.
You can now deploy the Journey Optimization Platform (JOP) in Docker containers. New Feature JOP 9.0.006.05 Deployment and Operations Guide:
This release includes updates to the Predictive Routing web interface for improved usability. Improvement JOP 9.0.006.05 Help File:
This release includes context-sensitive Help. To open the Help from the interface, click the ? icon on the top menu bar. Improvement JOP 9.0.006.05 Help File:
In ASC, you can now specify a timeout between each subscription to avoid overloading Stat Server. Improvement ASC 9.0.006.06 Deployment and Operations Guide:
Agent State Connector and Strategy Subroutines components can be deployed in a high availability configuration. New Feature ASC 9.0.006.06/URS Strategy Subroutines 9.0.006.00/Composer Strategy Subroutines 9.0.006.01 Deployment and Operations Guide:
Routing using Predictive Routing can now take agent occupancy into account when selecting the best target. Improvement URS Strategy Subroutines 9.0.006.00/Composer Strategy Subroutines 9.0.006.01 Deployment and Operations Guide:
You can customize how Predictive Routing handles the authentication tokens that enable the URS Strategy Subroutines to request agent scores from JOP. New Feature URS Strategy Subroutines 9.0.006.00/Composer Strategy Subroutines 9.0.006.01 Deployment and Operations Guide:
Predictive Routing IRD strategy subroutines now utilize the URS TimeBehind[] function to detect when URS is overloaded and adjust their behavior accordingly. New Feature URS Strategy Subroutines 9.0.006.00/Composer Strategy Subroutines 9.0.006.01 Deployment and Operations Guide:
The workflow for creating Predictors has been made more logical and straightforward. Improvement JOP 9.0.006.05 Help File:
Users can now reset their passwords from the Predictive Routing web interface. Improvement JOP 9.0.006.05 Help File:

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This page was last modified on 6 March 2018, at 09:28.