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platform-request-timeout

Section: default
Default Value: 5000
Valid Values: Any nonnegative integer
Changes Take Effect: On the next interaction
Introduced: 9.0.017.01

The timeout duration, in milliseconds, specifying how long Universal Routing Server (URS) should wait for a response from the GPR Core Platform after a GPR subroutine makes a request that the routing strategy sends to the GPR Core Platform. After this timeout expires, the subroutine logs a GPR error and URS continues to process the strategy.

This option overrides the URS request_timeout option, which has a default value of 0. If the default value is set for timeout_response and, for some reason, GPR Core Platform does not respond correctly, URS waits indefinitely instead of proceeding with the strategy and the interaction is not routed.

udata-keys-to-exclude

Section: default
Default Value: no default value
Valid Values: a list of KVP names to be excluded, separated by commas and no spaces
Changes Take Effect: within 24 hours


Use this option to exclude unnecessary user data keys from the scoring context.

Data is updated daily at 3 am UTC. A change in the value for this option takes effect at the next update, in no more than 24 hours.

use-vqid-identifier

Section: default
Default Value: True
Valid Values: True, False
Changes Take Effect: On the next interaction
Introduced: 9.0.017.01

When set to true, the InteractionID value sent in score_log requests to the GPR Core Platform have the format <CallUUID_RPVQID>, where CallUUID refers to the AttributeCallUUID generated by T-Server/SIPServer for the interaction and the RPVQID KVP generated by URS.

When set to false, the InteractionID value sent in score_log requests have the format <CallUUID>, where CallUUID refers to the AttributeCallUUID generated by T-Server/SIPServer.

Note: Set this option to false only in the following scenarios:

  • URS does not generate the RPVQID KVP, even when VQs are used for routing.
  • The RPVQID value is not pushed to the mediation_guid column in the MEDIATION_SEGMENT_FACT table.

9.0.017.01

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
08/06/20 General Under Shipping Control X


Helpful Links


What's New

This release contains the following new features and enhancements:

  • To enable outcome reporting, the URS Strategy Subroutines now provides a consistent InteractionID, enabling score requests and the results written to the score_log to be connected. To do this, the URS Strategy Subroutines attaches the following values for the InteractionID field:
    • score requests - the InteractionID field contains the CallUUID.
    • score_log requests - the InteractionID field contains either the CallUUID or the CallUUID_RPVQID. You can set the value used as the InteractionID in the score_log in the new use-vqid-identifier configuration option.
    Outcome results are available to STAFF users on the KPI Outcome tab in the Genesys Predictive Routing (GPR) web application. (PRR-6558)
  • To improve URS Strategy Subroutines performance, a change to the value of the udata-keys-to-exclude now becomes effective within 24 hours. (Data is updated daily at 3 am UTC, so the actual time require for the change to take effect can vary.) Previously, changes took effect on the next interaction. (PRR-6390)
  • The new platform-request-timeout configuration option enables you to specify how long Universal Routing Server (URS) should wait for a response from the GPR Core Platform after a GPR subroutine makes a request that the routing strategy sends to the GPR Core Platform. After this timeout expires, the subroutine logs a GPR error and URS continues to process the strategy. This option overrides the URS request_timeout option, which has a default value of 0. Previously, if the default value was set for timeout_response and, for some reason, the GPR Core Platform did not respond correctly, URS waited indefinitely instead of proceeding with the strategy and the interaction was not routed. (PRR-6229)


Resolved Issues

This release contains the following resolved issues:


The URS Strategy Subroutines now correctly terminates scoring requests for predictors that have no customer features available and provides informative results to the Genesys Info Mart database and to the GPR score_log. (Predictors must have at least one customer feature configured to enable scoring.)

When this happens, the URS Strategy Subroutines sends the following two KVPs to the Genesys Info Mart database and to 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 9.0.017.01.

This page was last edited on August 6, 2020, at 14:39.

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