Revision as of 17:15, September 18, 2017 by Vivian (talk | contribs) (Update with the copy of version: draft)
Jump to: navigation, search

^Deploying: Configuration Options

Genesys Predictive Matching uses configuration options to enable you to specify certain behaviors. Options relating to the Journey Optimization Platform (JOP) and the strategy subroutines are configured on two Transaction List objects. Agent State Connector (ASC) has its own Application object, where you configure options relating to specifically to ASC functionality.

Predictive_Route_DataCfg Transaction List Object Options

jop-api-key
jop-base-url
jop-password
jop-username
global-map-timeout
log-to-api
jop-logging-url
prr-mode
ab-split
ab-test-time-slice
use-setreadycondition
use-agent-occupancy
agent-occupancy-threshold

If an interaction has a low matching score for all targeted agents, it can stay in a queue for a long time. To avoid such situations, you can configure a schedule for incremental priority increases. The schedule is set once for each interaction processed by Predictive Matching. The following three options control interaction priority increments:

priority-increment
priority-init-interval
priority-interval=10

jop-api-key

Specifies an access key that is used by the Agent State Connector or the ActivatePredictiveRouting subroutine in URS—depending on where the option is configured—to access the Genesys Predictive Routing API. To obtain the value of this option, open the Accounts tab in the Predictive Routing user interface and open your account (or create, to add a new account). The API key field appears in the Account configuration window. For details, see Settings: Configuring Accounts in the Genesys Predictive Routing Help.

  • Configured in:
    • Predictive_Route_DataCfg List object, [default] section
    • Agent State Connector, [default] section
  • Mandatory: yes
  • Default value: none
  • Valid values: Any valid AICS API key
  • Changes take effect: After restart


jop-base-url

Specifies the common substring of Genesys Predictive Routing API endpoint URLs. This value is the host name of the server on which the AICS component is installed, followed by /api/v2.0.

To use HTTPS, specify https:// in your base URL string.

  • Configured in: Agent State Connector object, [default­] section
  • Mandatory: yes
  • Default value: none
  • Valid values: (string) A valid common substring of AICS endpoint URLs, in the following format:

https://<aics_server_host_name>/api/v2.0 or http://<aics_server_host_name>/api/v2.0

  • Changes take effect: After restart


jop-password

Specifies a user password valid for use with the Genesys Predictive Routing.

  • Configured in:
    • Predictive_Route_DataCfg List object, [default] section
    • Agent State Connector, [default] section
  • Mandatory: yes
  • Default value: none
  • Valid values: (string) The password for any valid Predictive Routing user
  • Changes take effect: After restart


jop-username

Specifies a user's username to access Genesys Predictive Routing.

  • Configured in:
    • Predictive_Route_DataCfg List object, [default] section
    • Agent State Connector, [default] section
  • Mandatory: yes
  • Default value: none
  • Valid values: (string) Any valid email address registered with Predictive Routing.
  • Changes take effect: After restart


global-map-timeout

Defines the time period, in seconds, during which supporting information about an interaction (such as the predictor name and ID, the model name and ID, the Predictive Routing operation mode, and the interaction time in queue) are stored in the Universal Routing Server (URS) global map. If option value is set to 0, the records are stored indefinitely.

  • Configured in: Predictive_Route_DataCfg List object, [default­] section
  • Default value: 7200
  • Valid values: (integer) any non-negative integer
  • Changes take effect: On the next interaction
Important
To improve URS performance, agent scores are stored in the URS global map with a timeout value of 0 (indefinitely). To remove them, you must call the PrrIxnCleanup subroutine after the interaction has been successfully routed.


log-to-api

Specifies whether logging is enabled to the Predictive Routing application REST API from the routing strategy. If the option value is set to true, the context of the interaction is submitted to Predictive Routing when the PrrIxnCompleted subroutine is called, before interaction is routed to an agent.

  • Configured in: Predictive_Route_DataCfg List object, [default­] section
  • Default value: false
  • Valid values:
    • true: The context of the interaction is submitted to the Predictive Routing application when the PrrIxnCompleted subroutine is called before the interaction is routed to an agent.
    • false: Logging is not enabled.
  • Changes take effect: On the next interaction


jop-logging-url

Defines the URL for logging the interaction routing score log and outcome results to the Predictive Routing web application REST API.

  • Configured in: Predictive_Route_DataCfg List object, [default] section
  • Default value: none
  • Valid values: (string) any valid URL
  • Changes take effect: On the next interaction


prr-mode

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

  • Configured in: Predictive_Route_DataCfg List object, [default­-predictor] or [<predictor_name>] section
  • Default value: off
  • Valid values:
    • 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 [<predictor_name>].ab-test-time-slice configuration option in the Predictive_Route_DataCfg Transactions List object.
    • dry-run - Predictive Routing scores agents for your interactions, but does not use the scores for routing.
  • Changes take effect: Immediately


ab-split

The functionality controlled by this option, interleaved A/B testing, is not currently supported.


ab-test-time-slice

Specifies the length, in seconds, of the periods of time when Predictive Routing and skill-based routing are alternately turned on when you have set the prr-mode configuration option to ab-test-time-sliced. Genesys recommends that you do not set the value of this option to less than 600 seconds in a production environment.

  • Configured in: Predictive_Route_DataCfg List object, [default­-predictor] or [<predictor_name>] section
  • Default value: 1741
  • Valid values: Any positive integer
  • Changes take effect: Immediately


use-setreadycondition

If option is set to true, the strategy executes calls to the isAgentScoreGood subroutine, which temporarily removes low-scoring agents from consideration for routing. If option is set to false, the strategy does not execute calls to the isAgentScoreGood subroutine.

Important
This option takes effect only when the prr-mode option is set to prod for the same predictor.
  • Configured in: Predictive_Route_DataCfg List object, [default-­predictor] or [<predictor_name>] section
  • Default value: false
  • Valid values: true, false
  • Changes take effect: On the next interaction


use-agent-occupancy

The value you set for this option determines whether the isAgentScoreGood subroutine checks for agent occupancy. If you set the value to true, the subroutine compares the value of the occupancy statistic with the value you set in the agent-occupancy-threshold option. If the occupancy value is higher than the specified threshold, the subroutine multiplies the score received for an agent for the current interaction by a coefficient defined in the agent-occupancy-factor value.

  • Configured in: Predictive_Route_DataCfg List object, [default­] section
  • Default value: false
  • Valid values: true, false
  • Changes take effect: On the next interaction


agent-occupancy-threshold

If you set the value of the use-agent-occupancy option to true, the isAgentScoreGood subroutine compares the value of the occupancy statistic with the value you set in this option. If the occupancy value is higher than the specified threshold, the subroutine multiplies the score received for an agent for the current interaction by a coefficient defined in the agent-occupancy-factor option.

  • Configured in: Predictive_Route_DataCfg List object, [default­] section
  • Default value: 0
  • Valid values: Any non-negative integer
  • Changes take effect: On the next interaction


priority-increment

Specifies the increment by which priority is increased each time.

  • Configured in: Predictive_Route_DataCfg List object, [default­-predictor] or [<predictor_name>] section
  • Default value: 1
  • Valid values: (integer) any integer
  • Changes take effect: On the next interaction


priority-init-interval

Controls the time interval, in seconds, the strategy waits before starting to increment priority for a queued interaction.

  • Configured in: Predictive_Route_DataCfg List object, [default­-predictor] or [<predictor_name>] section
  • Default value: 300
  • Valid values: (integer) any non-negative integer
  • Changes take effect: On the next interaction


priority-interval

Specifies the time period, in seconds, between priority increments for a queued interaction.

  • Configured in: Predictive_Route_DataCfg List object, [default­-predictor] or [<predictor_name>] section
  • Default value: 10
  • Valid values: (integer) any integer greater than 5
  • Changes take effect: On the next interaction


PredictorsCfg Transaction List Object Options

initial-threshold-timeout
score-base-threshold
threshold-relaxation-timeout
threshold-relaxation-step
max-score
jop-scoring-url

initial-threshold-timeout

Defines a timeout, in seconds, during which the isAgentScoreGood URS callback function uses an initial minimum agent score, defined by the score­-base­-threshold option, to match agents to an interaction. After this timeout expires, the minimum score required to allow an agent to handle the interaction is gradually decreased.

  • Configured in: Predictive_Route_DataCfg List object, [default-­predictor] or [<predictor_name>] section
  • Default value: 0
  • Valid values: (integer) 0 - <max>
  • Changes take effect: On the next interaction processed


score-base-threshold

This option defines the initial minimum agent score required for an agent to be considered a match for an interaction. After the timeout defined by the initial­-threshold­-timeout option expires, the minimum score required to handle the interaction is gradually decreased. If you set the value to 0, no initial minimum score is required and agents with any score are considered for an interaction.

  • Configured in: Predictive_Route_DataCfg List object, [default­-predictor] or [<predictor_name>] section
  • Default value: 0
  • Valid values: (integer) 0 - <max>
  • Changes take effect: On the next interaction processed


threshold-relaxation-timeout

This option defines a timeout, in seconds, after which the minimum agent score required for matching an interaction is decreased by the amount defined by the value of the threshold-­relaxation­-step option.

  • Configured in: Predictive_Route_DataCfg List object, [default-­predictor] or [<predictor_name>] section
  • Default value: 1
  • Valid values: (integer) 1 - <max>
  • Changes take effect: On the next interaction processed


threshold-relaxation-step

Defines an increment by which, while an interaction remains queued, the minimum agent score required to match the interaction is decreased after each period defined by the value of the threshold-­relaxation-­timeout option, following the initial period defined by the initial­-threshold­-timeout option.

  • Configured in: Predictive_Route_DataCfg List object, [default-­predictor] or [<predictor_name>] section
  • Default value: 1
  • Valid values: (integer) 1 - <value of the max-­score option>
  • Changes take effect: On the next interaction processed


max-score

Defines the maximum score that an agent can be assigned for an interaction. The value of this option is used by the ScoreIdealAgent callback function to re-scale the agent score as the distance from an ideally matched agent for the interaction (assumed by URS to be 0).

The value you set should correspond to the largest possible value returned by this Predictor from the scoring engine. To function properly, this value must be consistent with the value configured for the Predictor Score expression field. Because the GPR scoring engine and URS have different scales, you might need to adjust returned scoring values using the Score expression field in the Predictor configuration. See the instructions for how to configure this field in Creating and Updating Predictors in the Genesys Predictive Routing Help for more information.

To take advantage of the most precise values, set max-score to 10000 and the value for Score expression in the Predictor configuration to 10000 * p_score. (p_score is a term used in the GPR documentation to indicate the raw score returned from the scoring engine. It is not in any way derived from or related to the statistical term P value.) For example, if scores range from -4 to 10, use the following p_score - ((p_score + 5) / 16) * 100.

  • Configured in: Predictive_Route_DataCfg List object, [default-­predictor] or [<predictor_name>] section
  • Default value: 100
  • Valid values: (integer) 1 - <max>
  • Changes take effect: On the next interaction processed


platform-scoring-url

The ActivatePredictiveRouting strategy subroutine in URS uses the URL defined by this option as the HTTP address to send scoring requests to AI Core Services (AICS) Scoring REST API. This URL should be the value for the jop-base-url option with <predictor_name>/score appended.

You can locate the predictor ID in messages returned from the GPR API or in the browser URL address when you are in the GPR application with the page for the desired predictor open.

  • Configured in: Predictive_Route_DataCfg List object, [default­-predictor] or [<predictor_name>] section
  • Default value: none
  • Valid values: (string) a valid AICS scoring endpoint URL + a valid predictor ID
  • Changes take effect: On the next interaction processed


Agent State Connector Configuration Options

[default] Section

Configure the following options in the [default] section:

agents-batch-size
cfg-reading-threads-size
cfg-retry-request-attempts
ignore-employee-ids
ignore-person-annex-sections
include-person-annex-sections
jop-api-key
jop-base-url
jop-password
jop-update-thread-wait-timeout
jop-username
reset-jop-on-startup
skip-groups
stat-srv-ws-conn

agents-batch-size

Defines the maximum number of agent configuration profiles that can be submitted in a single HTTP request to AI Core Services (AICS).

Important
Increasing this option value might reduce Agent State Connector startup time. However, setting it too high might cause the size of HTTP requests to become greater than 10 Mb, which is the default maximum size for an HTTP request body that AICS accepts by default.
  • Configured in: Agent State Connector object, [default­] section
  • Default value: 500
  • Valid values: Integers from 1–1000
  • Changes take effect: On restart


cfg-reading-threads-size

Enables you to specify whether to read agents and groups from Configuration Server using a multi-threading approach.

  • Configured in: Agent State Connector object, [default­] section
  • Default value: 100
  • Valid values: Integers from 1–2000
  • Changes take effect: On restart


cfg-retry-request-attempts

Used to specify the number of times Agent State Connector (ASC) tries to get updated agent and agent group data from Configuration Server if the first try is unsuccessful.

Important
Genesys recommends that you do not set the value for this option higher than 5.
  • Configured in: Agent State Connector object, [default­] section
  • Default value: 3
  • Valid values: Any positive integer between 1 - 10
  • Changes take effect: On restart
  • Introduced in: 9.0.006.03


ignore-employee-ids

Enables you to instruct Agent State Connector to skip processing for specified employee IDs. For example, the employee configuration might include symbols, such as $, that the database cannot process.

Additional use cases:

  • An employee has an unusually large profile, which would create an unacceptable impact on predictive routing performance.
  • An agent profile contains some data that produces an error when it is submitted to for predictive routing analysis.
  • Configured in: Agent State Connector object, [default­] section
  • Default value: none
  • Valid values: Valid employee ID numbers, separated by commas
  • Changes take effect: On restart


ignore-person-annex-sections

Specifies which sections on the Annex tab of a Person configuration object the Agent State Connector (ASC) should skip when uploading the agent profile to AI Core Services. By default, ASC skips the sections related to Genesys Interaction Workspace.

  • Configured in: Agent State Connector object, [default­] section
  • Default value: interaction-workspace,interaction-workspace-recents,interaction-workspace-favorites
  • Valid values: One, or comma-separated list if more than one, valid section names on the Annex of a Person configuration object
  • Changes take effect: On restart

Use this option to reduce startup time by stopping ASC from loading unnecessary data.

include-person-annex-sections

Specifies which sections on the Annex tab of a Person configuration object the Agent State Connector (ASC) should take information from when uploading the agent profile to AI Core Services. All unspecified sections are skipped. If both this option and ignore-person-annex-sections are configured, ASC disregards the value set for ignore-person-annex-sections and loads information only from the sections specified in the include-person-annex-sections option.

  • Configured in: Agent State Connector object, [default­] section
  • Default value: none
  • Valid values: One, or comma-separated list if more than one, valid section names on the Annex of a Person configuration object. For example, interaction-workspace,interaction-workspace-recents,interaction-workspace-favorites.
  • Changes take effect: On restart

Use this option to reduce startup time by preventing ASC from loading unnecessary data.

jop-api-key

Specifies an access key that is used by the Agent State Connector or the ActivatePredictiveRouting subroutine in URS—depending on where the option is configured—to access the Genesys Predictive Routing API. To obtain the value of this option, open the Accounts tab in the Predictive Routing user interface and open your account (or create, to add a new account). The API key field appears in the Account configuration window. For details, see Settings: Configuring Accounts in the Genesys Predictive Routing Help.

  • Configured in:
    • Predictive_Route_DataCfg List object, [default] section
    • Agent State Connector, [default] section
  • Mandatory: yes
  • Default value: none
  • Valid values: Any valid AICS API key
  • Changes take effect: After restart


jop-base-url

Specifies the common substring of Genesys Predictive Routing API endpoint URLs. This value is the host name of the server on which the AICS component is installed, followed by /api/v2.0.

To use HTTPS, specify https:// in your base URL string.

  • Configured in: Agent State Connector object, [default­] section
  • Mandatory: yes
  • Default value: none
  • Valid values: (string) A valid common substring of AICS endpoint URLs, in the following format:

https://<aics_server_host_name>/api/v2.0 or http://<aics_server_host_name>/api/v2.0

  • Changes take effect: After restart


jop-password

Specifies a user password valid for use with the Genesys Predictive Routing.

  • Configured in:
    • Predictive_Route_DataCfg List object, [default] section
    • Agent State Connector, [default] section
  • Mandatory: yes
  • Default value: none
  • Valid values: (string) The password for any valid Predictive Routing user
  • Changes take effect: After restart


jop-update-thread-wait-timeout

Specifies the thread waiting timeout, in milliseconds, applied to the AI Core Services (AICS) subscribe process. This timeout can prevent a polling loop from taking up unacceptable CPU bandwidth at busy periods.

  • Configured in: Agent State Connector object, [default­] section
  • Default value: 50
  • Valid values: Any positive integer
  • Changes take effect: On restart


jop-username

Specifies a user's username to access Genesys Predictive Routing.

  • Configured in:
    • Predictive_Route_DataCfg List object, [default] section
    • Agent State Connector, [default] section
  • Mandatory: yes
  • Default value: none
  • Valid values: (string) Any valid email address registered with Predictive Routing.
  • Changes take effect: After restart


reset-jop-on-startup

Important
This option is removed in Agent State Connector (ASC) release 9.0.006.08 and higher. To delete agents, delete your current agent profile schema in the Predictive Routing application, and then upload an updated schema.

Specifies whether agent profiles are recreated at startup. These profiles are used to query Stat Server about agent statistics.

  • Configured in: Agent State Connector object, [default­] section
  • Default value: true
  • Valid values:
    • true—When Agent State Connector (ASC) starts up, it deletes all agent profiles previously stored in the AI Core Services (AICS) database and recreates agent profiles from the Person data from Genesys Configuration Server for the Tenants that ASC monitors.
    • false—ASC uses the previously-stored agent profiles.
  • Changes take effect: On restart


skip-groups

If this parameter set to true, ASC ignores all Configuration Server data about groups and events connected with updates to groups.

Set this option to true if the scoring request action_filters field contains only the skill expression filters and does not include filters by Agent Group names. ASC then skips reading Agent Group information from Configuration Server, which should significantly reduce ASC initialization time on start up.

  • Configured in: Agent State Connector object, [default­] section
  • Default value: false
  • Valid values: true, false
  • Changes take effect: On restart
  • Introduced in: 9.0.006.03


stat-srv-ws-conn

Important
This option has been removed in Agent State Connector (ASC) release 9.0.006.08 and higher. ASC now supports warm standby connections by default.

ASC can now establish a warm standby connection to a primary/backup Stat Server pair.

  • Configured in: Agent State Connector object, [default­] section
  • Default value: true
  • Valid Values:
    • true—ASC establishes a warm stand by connection to a primary and backup Stat Server (if a backup Stat Server is configured). On startup, ASC reads the connection parameters for the primary Stat Server from the ASC Application object.
    • false—ASC establishes a connection only to the primary Stat Server.
  • Changes take effect: On restart


[log] Section

Configure the following options in the [log] section:

standard
all
verbose


standard

Specifies the outputs to which an application sends the log events of the Standard level. The log output types must be separated by a comma when more than one output is configured. For example:

standard = stderr, network

  • Configured in: Agent State Connector Application object, [log] section
  • Mandatory: yes
  • Default value: stdout
  • Valid values: (string)
    • stdout—Log events are sent to the Standard output (stdout).
    • stderr—Log events are sent to the Standard error output (stderr).
    • network—Log events are sent to Message Server, which can reside anywhere on the network. Message Server stores the log events in the Log Database.
    • memory—Log events are sent to the memory output on the local disk. This is the safest output in terms of the application performance.
    • <filename>—Log events are stored in a file with the specified name. If a path is not specified, the file is created in the application's working directory.
  • Changes take effect: Immediately


all

Specifies the outputs to which an application sends the log events of the all level. The log output types must be separated by a comma when more than one output is configured. For example:

all = stdout, logfile

  • Configured in: Agent State Connector Application object, [log] section
  • Mandatory: yes
  • Default value: stdout
  • Valid values: (string)
    • stdout—Log events are sent to the Standard output (stdout).
    • stderr—Log events are sent to the Standard error output (stderr).
    • network—Log events are sent to Message Server, which can reside anywhere on the network. Message Server stores the log events in the Log Database.
      Setting the all log level option to the network output enables an application to send log events of the Standard, Interaction, and Trace levels to Message Server. Debug-level log events are neither sent to Message Server nor stored in the Log Database.
    • memory—Log events are sent to the memory output on the local disk. This is the safest output in terms of the application performance.
    • <filename>—Log events are stored in a file with the specified name. If a path is not specified, the file is created in the application's working directory.
  • Changes take effect: Immediately


verbose

Determines whether a log output is created. If it is, specifies the minimum level of log events generated. The log events levels, starting with the highest priority level, are Standard, Interaction, Trace, and Debug.

  • Configured in: Agent State Connector Application object, [log] section
  • Mandatory: yes
  • Default value: standard
  • Valid values: (string)
    • all—All log events (that is, log events of the Standard, Trace, Interaction, and Debug levels) are generated.
    • debug—The same as all.
    • trace—Log events of the Trace level and higher (that is, log events of the Standard, Interaction, and Trace levels) are generated, but log events of the Debug level are not.
    • interaction—Log events of the Interaction level and higher (that is, log events of the Standard and Interaction levels) are generated, but log events of the Trace and Debug levels are not.
    • standard—Log events of the Standard level are generated, but log events of the Interaction, Trace, and Debug levels are not.
    • none—No output is produced.
  • Changes take effect: Immediately
Comments or questions about this documentation? Contact us for support!