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Genesys Predictive Routing

Information.png Note: Not all changes listed below may pertain to your deployment.

February 20, 2020 (

What's New

  • The Predictors analysis window has been completely replaced with new Simulator functionality, which provides improved insights into Predictor performance. You can now run simulated scoring requests to match customers in your Customer Profile with agents in your Agent Profile. For a complete description of the updated page, see Assess Predictor performance in the Predictive Routing Help.
  • Audit trail records are now automatically retained for 365 days. Previously, this was a configurable field in the Account configuration window, presented in the Predictive Routing Help. The new value complies with global data retention requirements.
  • The Jobs window has been updated to improve performance. The fields available for filtering the job displayed are now static lists containing all possible values. Previously, Genesys Predictive Routing (GPR) created these lists dynamically. For a full description, see Monitor jobs in the Predictive Routing Help.

January 14, 2020 (

What's New

  • Users with the ADMIN role can use the Model export/import functionality. For an explanation of how to use this feature, see the following documentation topics:
  • You can now make updates to already-uploaded records in the Agent Profile and Customer Profile datasets, even if you have reached the limit on the maximum number of records GPR supports (20,000 agents and 20 million customers). (PRR-5350)
  • The GPR API response to a GET request to the /schemas endpoint now indicates whether you have reached the limit on the number of records you can upload to the Agent Profile and/ Customer profile datasets.
    For example, a response containing entity_limit_remaining : 0 indicates that you have uploaded as many records as GPR supports.
  • During Predictor configuration, you can now enter an expression that specifies data to be skipped. See Step 6 under Create a Predictor for more information.

December 20, 2019 (

What's New

Initial release

  • The Genesys Predictive Routing (GPR) Core Services platform (also known as AI Core Services) is now available in Genesys PureEngage Cloud. It provides the following functionality:
    • Account and user configuration
    • Predictors and Models
    • Agent Scoring
    • Analysis Reports (the Feature Analysis and Agent Variance Reports)
    • The GPR application
    • The GPR API
  • The Dataset Trend tab has been reconstructed to make the information clearer and more intuitive. The Dataset Details tab has been removed.

Consult the following documentation for help using the Core Platform functions:

Use of GPR requires on-premises components as well. Consult the following documentation for information about these components:

Known Issues

  • The links to the Help from the GPR web application point to an older version of the Help, which contains outdated information about the available controls and functionality. Click Predictive Routing Help for the updated Help file.
  • If a scoring request contains more than 1,000 agents, the GPR Core Services Platform returns an error response with the http status code 403: {"ok": false, "error": "Number of agents per score request more than limit 1000"}. (PRR-5824)
This page was last edited on February 20, 2020, at 12:54.


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