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enable-log-suppression

Section: default
Default Value: true
Valid Values: true, false
Changes Take Effect: on the next interaction
Introduced: 9.0.017.00

Enables you to suppress logging from the URS Strategy Subroutines to reduce the volume of messages in the URS log files.

  • true - Suppresses log messages from the following subroutines for the following actions:
    • GetActionFilters subroutine, while building a list of agent IDs for scoring.
    • ActivatePredictiveRouting subroutine, while building the scoring request and while parsing the scoring response before storing the returned agent scores in the global map.
    • ScoreIdealAgent subroutine, while updating the values of KVPs for the default scored agent.
    • GPRIxnCleanup subroutine, while building the score log request and while generating the content for the UserEvent message.
  • false - No logs are suppressed; all messages are printed in the URS logs.

anon-customer-id

Section: default
Default Value: No default value
Valid Values: true, false
Changes Take Effect: when the upload-dataset option is set to true for the corresponding dataset
Introduced: 9.0.017.00

NOTE: Data Loader automatically sets the correct value for this option depending on whether the ID field is configured to be anonymized in the schema-customers configuration. Do not manually set or change the value for this option.

If the Customer ID should be anonymized, Data Loader sets the value of this option to true. This ensures that the Customer ID is always anonymized in the logs generated by the URS Strategy Subroutines.

If you do change this option value, Data Loader automatically reverts it to the value corresponding to the setting in the schema-customers configuration. This ensures that your existing datasets and predictors remain usable.

anon-agent-id

Section: default
Default Value: No default value
Valid Values: true, false
Changes Take Effect: when the upload-dataset option is set to true for the corresponding dataset
Introduced: 9.0.017.00

NOTE: Data Loader automatically sets the correct value for this option depending on whether the ID field is configured to be anonymized in the schema-agents-gim configuration. Do not manually set or change the value for this option.

If the Agent ID should be anonymized, Data Loader sets the value of this option to true. This ensures that the Agent ID is always anonymized in the logs generated by the URS Strategy Subroutines.

If you do change this option value, Data Loader automatically reverts it to the value corresponding to the setting in the schema-agents-gim configuration. This ensures that your existing datasets and predictors remain usable.

anon-salt

Section: default
Default Value: a hashed salt string
Valid Values: a hashed salt string
Changes Take Effect: on initial Data Loader startup
Introduced: 9.0.017.00

WARNING: Do not edit this option manually!

When Data Loader starts up, it generates a unique 64-character salt string to be used for anonymization. It stores an obfuscated version of the salt string as the value for the anon-salt option. This same salt value is written to the primary and backup instances of Data Loader, and to the Predictive_Route_DataCfg Transaction List object anon-salt option.

If you try to change a salt value, Data Loader generates an alarm message and restores the original salt value. If for some reason, Data Loader cannot restore the original salt value, your predictors become unusable for scoring and routing. See the "Data anonymization" section on the "Set up data for import" topic in the Predictive Routing Deployment and Operations Guide.

ab-test-time-slice

Section: default-predictor
Default Value: 0
Valid Values: 0, positive integers
Changes Take Effect: Immediately
Dependencies: prr-mode
Modified: 9.0.017.00

To enable 50/50 A/B testing, which when Predictive Routing and skills-based routing are turned on alternately for equal periods, set the prr-mode configuration option in the same section to ab-test-time-sliced and configure a value for this ab-test-time-slice option. The time slice you set is how long each routing method is enabled before switching to the other.

Note: To configure non-50/50 A/B test periods, set the ab-test-gpr-on-period and ab-test-gpr-off-period options in such a way as to create the on-off split you want to use. For instructions, see the "Configure a non-50/50 comparison test time split" section in the "Routing scenarios using GPR" topic of the Genesys Predictive Routing Deployment and Operations Guide.

When enabled and set to one of the following values, time-sliced A/B testing works as follows:

  • 0 (the default) - The SetIdealAndReadyCondition subroutine uses a formula based on the time of day and the date to determine whether particular interaction belongs to Group A or Group B. The change from A to B and then back to A, and so on, occurs hourly. Which period starts at midnight depends on the whether the day of the year is even or odd. If the date is an odd number, A starts at midnight; if it is an even number, B starts at midnight.
  • A nonzero value (in seconds) - Genesys recommends that you do not set the value of this option to less than 3600 seconds in a production environment. The SetIdealAndReadyCondition subroutine uses a formula based on the configured time slice to determine whether a particular interaction belongs to Group A or Group B.

prr-mode

Section: default-predictor
Default Value: off
Valid Values: prod, off, ab-test-time-sliced, dry-run
Changes Take Effect: Immediately


Specifies whether an instance of Predictive Routing should run as a production instance or as a test instance.

  • prod - All the interactions that pass through the ActivatePredictiveRouting strategy subroutine are processed using Predictive Routing.
  • off - No interactions use Predictive Routing.
  • ab-test-time-sliced - The periods of time when Predictive Routing and skill-based routing are alternately turned on. The duration of each period is configured in the in the ab-test-time-slice option located in the same section as this prr-mode option.
  • dry-run - Predictive Routing scores agents for your interactions, but does not use the scores for routing.

deployment-type

Section: default
Default Value: hybrid
Valid Values: hybrid, cloud
Changes Take Effect: on initial startup of GPR
Introduced: 9.0.017.00

The URS Strategy Subroutines takes the value for this option to populate the gpmDeploymentType KVP, which is recorded in the GPR score log for internal reporting and monitoring purposes.

vq-for-reporting

Section: default
Default Value: No default value
Valid Values: Any valid virtual queue or DN name
Changes Take Effect: Immediately

This option is mandatory.

Indicates the virtual queue or DN where URS sends the Genesys Predictive Routing (GPR) user event data describing the routing decision made for the interaction. The user event data, in the form of key-value pairs, is attached to EventUserEvent in the AttributeUserData attribute. This should be the same value as AttributeThis DN in the EventUserEvent event.

NOTE: The values for VQ Number (on the VQ DN object General tab), VQ Alias (on the VQ DN object Advanced tab), and the value for the vq-for-reporting option should all be identical.

For more information on creating reports based on Predictive Routing data, see "Integrate with Genesys Reporting" in the Predictive Routing Deployment and Operations Guide.

vq-for-reporting

Section: default
Default Value: No default value
Valid Values: Any valid virtual queue or DN name
Changes Take Effect: Immediately

This option is mandatory.

Indicates the virtual queue or DN where URS sends the Genesys Predictive Routing (GPR) user event data describing the routing decision made for the interaction. The user event data, in the form of key-value pairs, is attached to EventUserEvent in the AttributeUserData attribute. This should be the same value as AttributeThis DN in the EventUserEvent event.

NOTE: The values for VQ Number (on the VQ DN object General tab), VQ Alias (on the VQ DN object Advanced tab), and the value for the vq-for-reporting option should all be identical.

For more information on creating reports based on Predictive Routing data, see "Integrate with Genesys Reporting" in the Predictive Routing Deployment and Operations Guide.

proxy-password

Section: default
Default Value: No default value
Valid Values: any string
Changes Take Effect: on the next interaction processed by GPR
Introduced: 9.0.017.00
Related Options: proxy-host, proxy-port, proxy-username

Specifies the password to be used to connect to the HTTPS Proxy, if it requires client authentication to connect.

proxy-username

Section: default
Default Value: No default value
Valid Values: Any string
Changes Take Effect: on the next interaction processed by GPR
Introduced: 9.0.017.00
Related Options: proxy-host, proxy-port, proxy-password

Specifies the user name to be used to connect to HTTPS Proxy, if it requires client authentication to connect.

proxy-port

Section: default
Default Value: 0
Valid Values: Any positive integer
Changes Take Effect: on the next interaction processed by GPR
Introduced: 9.0.017.00
Related Options: proxy-host, proxy-username, proxy-password

Specifies the HTTPS Proxy port to which the GPR Subroutines should send the request to connect to the GPR Core Platform.

proxy-host

Section: default
Default Value: No default value
Valid Values: Any string
Changes Take Effect: On the next interaction processed by GPR
Introduced: 9.0.017.00
Related Options: proxy-port, proxy-username, proxy-password

Specifies the name of the HTTPS Proxy host to which the GPR Subroutines should send the request to connect to the GPR Core Platform.

9.0.017.00

Predictive Routing - URS Strategy Subroutines Release Notes


Predictive Routing - URS Strategy Subroutines is part of 9.x starting in 9.0.006.00.
Release Date Release Type Restrictions AIX Linux Solaris Windows
04/17/20 General Under Shipping Control X


Helpful Links


What's New

This release contains the following new features and enhancements:

  • The Predictive Routing strategy subroutines now support the use of HTTPS Proxy for requests sent to the GPR Core Platform from the URS Strategy Subroutines.
    • Configure the following four new options to activate this functionality:
    • The following subroutines have been modified to use the values configured in the HTTPS proxy options noted above when making requests to the GPR Core Platform:
      • ActivatePredictiveRouting_v3
      • GetScoringContext
      • GPRIxnCleanup
      • GetScoringAuthToken
    (PRR-6401)
  • This release offers the option to specify a VQ alias (name) when calling the ActivatePredictiveRouting_v3 subroutine before Target selection or the Route Call block. To use this functionality, pass the desired VQ_Name value in the default_skill_data parameter of the ActivatePredictiveRouting_v3 subroutine.
    • ActivatePredictiveRouting_v3 stores this VQ value in the gpmVQNumber field in the URS global map. The GPRIxnCleanup subroutines then reads the gpmVQNumber value in URS global map and uses this to generate the value for the gpmVQDBID, which is required to be present in the GPM_FACT table for Genesys Info Mart reporting.
    • If no VQ is passed to the ActivatePredictiveRouting_v3 subroutine, then the GPRIxnCleanup subroutine cannot locate the value in the URS global map, so GIM reporting uses the value configured in the vq-for-reporting option.
    • Notes:
      • The GPRIxnCleanup subroutine always sends an EventUserEvent containing the VQ name configured in vq-for-reporting as the value for AttributeThisDN, regardless of the VQ on which the interaction is actually queued and routed.
      • The values for VQ Number (on VQ DN object General tab), VQ Alias (on the VQ DN object Advanced tab), and the value for the vq-for-reporting option should all be identical.
    (PRR-6317)
  • A new option, deployment-type, tells the GPR URS Strategy Subroutines to generate the new gpmDeploymentType KVP and pass it to the GPR score log for use by the GPR Core Platform. This option indicates whether GPR is deployed in hybrid or cloud-only mode. (PRR-6317)
  • AB testing mode has been reworked, enabling more robust time-sliced AB testing. To activate this functionality, set the prr-mode option to ab-test-time-sliced and configure the ab-test-time-slice option as needed for your testing environment. Note that the default value for the ab-test-time-slice option has changed from 1741 to 0. (PRR-6244)
  • GPR subroutines now support on-premise anonymization when your GPR account is configured to use on-premise anonymization and Data Loader is deployed and started in a premise environment before using the GPR subroutines.
    • GPR subroutines use the anon-salt, anon-agent-id, and anon-customer-id options, which Data Loader creates and configures automatically, to perform the anonymization.
    • Agent IDs sent in the scoring request and score_log request are anonymized only when Data Loader sets the anon-agent-id option to true.
    • Context_id values (customer IDs) sent in the scoring request and score_log request are anonymized only when Data Loader sets the anon-customer-id option to true.
    For a complete discussion of anonymization in GPR, see Data anonymization. (PRR-6226)
  • A new configuration option, enable-log-suppression, controls log suppression in the URS Strategy Subroutines. (PRR-6265)


Resolved Issues

This release contains the following resolved issues:


The URS Strategy Subroutines now correctly refrain from sending scoring requests in the following scenarios:

  • When the GET Predictor API request, which is sent from the GetScoringContext subroutine to get customer features, fails.
  • When the configured predictor has empty customer features. In production, predictors are expected to contain at least one customer feature to be added to scoring requests.

In these scenarios, the URS Strategy Subroutines add the following KVPs to Genesys Info Mart and the GPR score log: gpmResult = 7 and gpmMessage = "Failed to build Scoring Context". (PRR-6233)



Upgrade Notes

No special procedure is required to upgrade to release 9.0.017.00.

This page was last edited on April 17, 2020, at 19:44.
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