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Genesys Predictive Routing

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

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  • The links to the Help from the GPR web application point to an older version of the Help, which contains outdated information about the available controls and functionality.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 5, 2020, at 15:38.


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