Genesys Predictive Routing

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

• November 15, 2019 (9.0.016.00)
• Known Issues

November 15, 2019 (9.0.016.00)

What's New

Initial release

• The GPR Core Services platform (also known as AI Core Services) is now available in the Genesys Cloud. It provides the following functionality:
  • Predictors and Models
  • Agent Scoring
  • Analysis Reports (the Feature Analysis Report the Agent Variance Report)
  • The Predictive Routing application
  • The Predictive Routing API

Consult the following documentation for help using the Core Platform functions:

• Predictive Routing Help
• Predictive Routing API Reference

Use of AI Core Services requires on-premises components as well. Consult the following documentation for information about these components:

• Predictive Routing Deployment and Operations Guide
• Data Loader Release Note
• URS Strategy Subroutines Release Note

Known Issues

• If a scoring request contains more than 1,000 agents, the GPR Core Services Platform returns an error response with the http status code 403: {"ok": false, "error": "Number of agents per score request more than limit 1000"}. (PRR-5824)