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Known Issues and Recommendations

Predictive Routing - Agent State Connector

The Known Issues and Recommendations section is a cumulative list for all 9.0.x releases of Predictive Routing - Agent State Connector. This section provides the latest information on known issues and recommendations associated with this product. It includes information on when individual items were found and, if applicable, corrected. The Resolved Issues section for each release describes the corrections and may list additional issues that were corrected without first being documented as Known Issues.




The same dataset_upload_worker that handles Dataset imports also handles the Apply Sync and Accept Sync operations for Agent and Customer Profiles. As a result, you cannot create an Agent or Customer Profile schema and upload agents to the Profile at the same time as a Dataset import.

Workaround: Genesys recommends that you plan data uploads so as to initialize the Dataset before or after creating Agent or Customer Profile schemas and uploading agents.

ID: PRR-5160 Found In: 9.0.015.04 Fixed In: 

The default values and valid values for the following two options appear incorrectly in the Configuration Manager window in GAX. The values given below and in the Configuration Options topic in the Genesys Predictive Routing Deployment and Operations Guide are correct.

  • ss-monitoring-reconnect-count
    Specifies the maximum number of reconnect attempts to Stat Server before ASC generates log event 60703, for which you should set an alarm. To be exact, if ASC detects a switchover or disconnection the number of times set in this option during the time period set in the option, ASC generates the log event. The cancel event for this alarm should be 60704.
    • Configured in: Agent State Connector object, [default­] section
    • Default value: 4
    • Valid values: Integers from 1–10000
    • Changes take effect: On restart
  • ss-monitoring-reconnect-min
    Specifies a time interval, in minutes, that ASC uses when monitoring multiple Stat Server switchover events. If ASC detects as many switchovers or disconnects as specified in the ss-monitoring-reconnect-count during the time period configured in this option, ASC generates log event 60701, for which you should set an alarm.
    • Configured in: Agent State Connector object, [default­] section
    • Default value: 60
    • Valid values: Integers from 1–50000
    • Changes take effect: On restart
ID: PRR-4029 Found In: 9.0.014.00 Fixed In: 9.0.015.01

Although Configuration Server and Agent State Connector accept skills with spaces in the skill name, AI Core Services does not add top-level skills with spaces in their names to the Agent Profile schema. As a result, such skills are not used in scoring requests, which use top-level skills.

ID: PRR-2110 Found In: 9.0.007.01 Fixed In: 9.0.014.01

Agent State Connector does not support TLS protocol for connections to Configuration Server and Stat Server.

ID: PRR-1876 Found In: 9.0.006.06 Fixed In: 9.0.008.00

Agent State Connector cannot be started from Solution Control Interface (SCI). You must start and stop ASC from the command line. However, ASC appears in SCI and can be monitored from the SCI interface.

ID: PRR-177 Found In: 9.0.000.01 Fixed In: 

If your environment contains multiple configured tenants but not all tenants are specified in the ASC Application object Connections tab, ASC might add objects from unspecified tenants in the following scenario:

  • The environment contains Tenant_1 and Tenant_2. ASC is connected to the Configuration Server(s) for both tenants.
  • Tenant_1 is added to the ASC Connections tab but Tenant_2 is not. Consequently, ASC adds all agents configured for Tenant_1 and none for Tenant_2.
  • ASC then receives an update from Configuration Server indicating that something changed in the configuration for an agent in Tenant_2.
  • ASC sends JOP the update concerning this agent and subscribes to Stat Server for statistics updates for this agent.
ID: n/a Found In: 9.0.005.04 Fixed In: 


Internationalization Issues

Information in this section is included for international customers. Release numbers in the Found In and Fixed In fields refer to the English (US) release of Predictive Routing - Agent State Connector unless otherwise noted in the issue description.


There are no internationalization issues for this product.


This page was last edited on August 14, 2019, at 13:28.

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