Predictive Route DataCfg:default-predictor:context-id-key

View in ref guide.

Edit this option          Publish this option          Clear draft content

Published Option

context-id-key

Default Value: No default value
Valid Values: A valid customer ID or the ANI
Changes Take Effect: Immediately
Modified: 9.0.017.01

Specifies the name of the user data key containing an ID for the current interaction. The Predictive Routing scoring engine uses this key to retrieve a record from an internal database of customer profiles (such as a CRM database) and uses features from the record to compute agents scores for the interaction.

To incorporate customer profile data into models for matching the agents, you must upload this data to the GPR Core Platform before you train a model. The URS ActivatePredictiveRouting subroutine attaches a context_id key to the scoring request body and provides the value of the user data key defined by this option as the context_id value.

• If you do not set a value for this option, the score response and the score log have an empty value for the context id.
• If you set the option value to ANI, the score response and the score log have the ANI as the value for the context id.
• If you set the option value to a valid user data key name, the score response and the score log have the value for this user data key for the context id.
• If you configure this option with an invalid user data key name, the score response and the score log have the value INVALID for the context id.

Draft Option

No draft option