login-status-expression
Section: default-predictor
Default Value: no default value
Valid Values: &((loginStatus>0&loginStatus<23)|loginStatus>23), &(loginStatus=4|loginStatus=9)
Changes Take Effect: On the next interaction
If you set the value of the [default-predictor].use-login-status option to true, the value of the login-status-expression option is added to the action_filters expression in the ActivatePredictiveRouting_v3 subroutine when the scoring request is created.
- &((loginStatus>0&loginStatus<23)|loginStatus>23) - Instructs the scoring engine to evaluate scores for those agents identified as part of the target group by a skill expression or an Agent Group name who are logged into the voice channel.
- &(loginStatus=4|loginStatus=9) - Instructs the scoring engine to evaluate scores for those agents identified as part of the target group by a skill expression or an Agent Group name who are ready to accept an interaction, or have status AfterCallWork on the voice channel.
use-action-filters
Section: default-predictor
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Note: In a hybrid environment, this option should always be set to false.
- true - URS uses a skill expression or Agent Group names taken from the action_filters field in the scoring request.
- false - URS checks with the Stat Server for the target list of agents, as specified in the login-status-expression option, and adds the target Agent IDs to the scoring request.
Note: If [default-predictor].login-status-expression is set to &(loginStatus=4|loginStatus=9), indicating that the agents who are in the Ready state or ACW state (for voice calls) are the designated target agents, then the GetActionFilters subroutine uses a custom statistic called RStatGPRAgentsReadyOrACWvoice. This custom statistic is provided in the object.kvlt file in the URS Strategy Subroutines IP.
setreadycondition-timeout
Section: default-predictor
Default Value: 600 (seconds)
Valid Values: Any positive integer
Changes Take Effect: On the next interaction
Warning: If you need to change the value of this option, contact Customer Care to ensure that the value you specify is compatible with your environment.
Defines a timeout value that sets the maximum delay, in seconds, between the moment when URS receives an Event from T-Server and when the IsAgentScoreGood subroutine is called. If the delay is greater than the value set in this option, Predictive Routing considers that the call has waited in the IsAgentScoreGood subroutine for the configured period and routes the call to an agent in the target group without checking value configured in the [default-predictor].score-base-threshold option.
use-action-filters
Section: default-predictor
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Note: In a hybrid environment, this option should always be set to false.
- true - URS uses a skill expression or Agent Group names taken from the action_filters field in the scoring request.
- false - URS checks with the Stat Server for the target list of agents, as specified in the login-status-expression option, and adds the target Agent IDs to the scoring request.
Note: If [default-predictor].login-status-expression is set to &(loginStatus=4|loginStatus=9), indicating that the agents who are in the Ready state or ACW state (for voice calls) are the designated target agents, then the GetActionFilters subroutine uses a custom statistic called RStatGPRAgentsReadyOrACWvoice. This custom statistic is provided in the object.kvlt file in the URS Strategy Subroutines IP.
9.0.016.00
Predictive Routing - URS Strategy Subroutines Release Notes
| Release Date | Release Type | Restrictions | AIX | Linux | Solaris | Windows |
|---|---|---|---|---|---|---|
| 12/20/19 | General | Under Shipping Control | X |
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Releases Info
Product Documentation
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What's New
This release includes the following new features and improvements:
- Documentation for this and all subsequent releases has been moved to the following locations:
- Predictive Routing Deployment and Operations Guide
- Predictive Routing Help
- Predictive Routing Configuration Options
- Documentation in the previous location remains as-is as a reference for those using earlier releases of GPR.
- The URS Strategy Subroutines are now delivered as ZCF files. For more information and updated deployment instructions, see Deploy the URS Strategy Subroutines. (PRR-5393)
- NOTE: Genesys Predictive Routing (GPR) does not support custom subroutines in hybrid deployments (that is, deployments that combine components delivered in Genesys Engage cloud and on-premises).
- Action filtering is now done exclusively by URS. As a result, the use-action-filters configuration option must be set to false. See use-action-filters for more information. (PRR-5564)
- The following new KVPs are now attached to user data and are stored in the Genesys Info Mart database:
- gpmVQDBID
- gpmVQGUID
- (PRR-5653)
- In addition, the following KVPs are attached to EventUserEvent data if they are present, although they are not generated by GPR. See Integrate with Genesys Reporting for all GPR KVPs.
- CustomerID
- ServiceType
- (PRR-5924)
- A new Universal Routing Server (URS) option, [default].automatic_ideal_agent, enables you to set a universal score for all non-GPR interactions. Such a universal score serves the following purposes:
- It enables direct comparison of GPR and non-GPR interactions when URS places interactions into a queue.
- It resolves collisions of agent reservation requests between GPR and non-GPR interactions processed by different URS instances.
- Genesys recommends that you set the value of automatic_ideal_agent to (<max score for the predictor in use> - <median score the GPR agents receive over time>).
- The new option requires URS 8.1.400.60 or higher.
- (PRR-5428)
- The following URS Strategy Subroutine-specific options stored in the Predictive_Route_DataCfg Transaction List object have been renamed to align with the current GPR component names:
- In the [default] section, the following options are renamed:
- jop-api-key to platform-api-key
- jop-auth-url to platform-auth-url
- jop-logging-url to platform-logging-url
- jop-password to password
- jop-username to platform-username
- In the [default-predictor] and [<predictor_name>] the following option is renamed:
- jop-scoring-url to platform-scoring-url
- When you install the latest release of the URS Strategy Subroutines, ensure that you update the option names in your configuration.
- (PRR-5200)
- In the [default] section, the following options are renamed:
- The new setreadycondition-timeout option, configured in the Predictive_Route_DataCfg Transaction List object [default-predictor] or [<predictor_name>] section, enables you to specify a timeout value that sets the maximum delay, in seconds, between the moment when URS receives an Event from T-Server and when the IsAgentScoreGood subroutine is called. See setreadycondition-timeout for details. (PRR-5420)
- The options controlling how GPR handles agent occupancy have been updated so you can now specify minimum and maximum values for the threshold and the factor by which the score is adjusted. The use-agent-occupancy option description has also been updated to explain how the set of options works together. See Agent Occupancy Options for details. (PRR-5822)
- A new KVP, gpmPriorityIncrement, now sends priority increment data to Genesys Info Mart.
- NOTE: This KVP is not yet stored in a separate column in the Genesys Info Mart database. You can access this information from the score_log endpoint using the GPR API. (PRR-5227)
Resolved Issues
This release contains The following resolved issues:
When the use-action-filters option is set to false (mandatory for hybrid deployments) and URS is restarted, URS now correctly sends the list of Employee IDs in the scoring request action filter for agents matching the Ready/ACW states as configured in the login-status-expression option. Previously, URS sent an empty list even when Ready agents were available. (PRR-5167)
Upgrade Notes
See the instructions in the "Upgrade to a new subroutines release" section of Deploy the URS Strategy Subroutines to upgrade to release 9.0.016.00.