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Genesys Predictive Routing

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

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  • The links to the Help from the GPR web application point to an older version of the Help, which contains outdated information about the available controls and functionality.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 January 8, 2020, at 14:06.


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