Genesys Predictive Routing

Note: Not all changes listed below may pertain to your deployment.

December 28, 2018 (9.0.014.00)

Initial release

You can now upload Dataset, Agent Profile, and Customer Profile data to Genesys Predictive Routing (GPR) from CSV files that use certain legacy encodings (listed below). By default, GPR always assumes the CSV files are encoded with UTF-8. The following encodings are supported:
- UTF-8
- Shift JIS
All data returned from GPR uses UTF-8 encoding.
The schema management workflow for Agent and Customer Profiles has been simplified and streamlined. The Discovered Fields tab has been removed and cardinality counts have been added to the schema view. This change ensures GPR always presents up-to-date Profile information. The schema tab always presented updated information, if available, but the Discovered Fields tab display was generated only once and did not reflect changes to the Profile schema.
The explanation for how to configure and interpret the Agent Variance Report has been clarified and expanded.

Genesys Predictive Routing (GPR) uses the same web application interface for Cloud and on-premise environments. The Accounts functionality is relevant only for on-premise users. If you are a Cloud user....