Known Issues and Recommendations
Predictive Routing - URS Strategy Subroutines
The Known Issues and Recommendations section is a cumulative list for all 9.0.x releases of Predictive Routing - URS Strategy Subroutines. 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.
See also Internationalization Issues.
If a custom routing procedure—such as a busy treatment—is started after the agent to which an interaction should be routed is selected, but before the interaction is routed to the agent, the routing might not be successful. This can happen if the custom routing treatment executes external requests that require some time to execute, such as accessing DB Server or a Web service, and these interfere with the routing attempt.
Workaround: If your version of URS is earlier than release 8.1.400.57, add a function, ResetBusyTreatments[], to the end of the GPRIxnCompleted subroutine avoid this issue. This issue was corrected in URS 8.1.400.57.
| ID: PRR-4372 | Found In: 9.0.014.02 | Fixed In: |
The URS Strategy Subroutines component does not provide out-of-the-box logging. If you do not add a logging macro, the strategy generates a compile error.
Workaround: Create your own logging macro and add it to the strategy. For example, you might create the following:
Print['PRR [INFO]:',ConnID[],' Message: ',parMessage]
Where the parameter is parMessage.
| ID: PRR-4257 | Found In: 9.0.013.00 | Fixed In: |
The following limitations apply to Shift-JIS encoding support in the Predictive Routing subroutines:
- The skill names used in the action_filters field expression in scoring requests must not contain the following characters: ' ' [space], '(' [left parenthesis], ')' [right parenthesis].
- The user data KVPs that are used in the context field in scoring requests must not contain the following characters '[' and ']' (left and right square brackets). To exclude such KVPs from the scoring context, specify them in the udata-keys-to-exclude configuration option in the [default] section of the Predictive_Route_DataCfg Transaction List object.
| ID: PRR-4014 | Found In: 9.0.014.04 | Fixed In: |
If you would like to evaluate Genesys Predictive Routing for use with schedule-based routing (using Genesys Workforce Management), service-level routing, or business-objective routing, contact Genesys Professional Services for a review of your routing environment. These routing types are not supported by default in an out-of-the-box deployment.
| ID: PRR-1895 | Found In: 9.0.007.00 | Fixed In: |
High priority calls do not bypass Genesys Predictive Routing calls in queue in call surplus mode.
| ID: PRR-176 | Found In: 9.0.000.00 | Fixed In: 9.0.004.00 |
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 - URS Strategy Subroutines unless otherwise noted in the issue description.
There are no internationalization issues for this product.