use-action-filters
Section: default-predictor
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Note: In a hybrid environment, this option should always be set to false.
- true - URS uses a skill expression or Agent Group names taken from the action_filters field in the scoring request.
- false - URS checks with the Stat Server for the target list of agents, as specified in the login-status-expression option, and adds the target Agent IDs to the scoring request.
Note: If [default-predictor].login-status-expression is set to &(loginStatus=4|loginStatus=9), indicating that the agents who are in the Ready state or ACW state (for voice calls) are the designated target agents, then the GetActionFilters subroutine uses a custom statistic called RStatGPRAgentsReadyOrACWvoice. This custom statistic is provided in the object.kvlt file in the URS Strategy Subroutines IP.
9.0.016.00
Predictive Routing - URS Strategy Subroutines Release Notes
| Release Date | Release Type | Restrictions | AIX | Linux | Solaris | Windows |
|---|---|---|---|---|---|---|
| 12/20/19 | General | Under Shipping Control | X |
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What's New
This release includes the following new features and improvements:
- Documentation for this and all subsequent releases has been moved to the following locations:
- The URS Strategy Subroutines are now delivered as ZCF files. For more information and updated deployment instructions, see Deploy the URS Strategy Subroutines. (PRR-5393)
- Genesys Predictive Routing (GPR) does not support custom subroutines in hybrid deployments (that is, deployments that combine components delivered in Genesys Engage Cloud and on-premises).
- Action filtering is now done exclusively by URS. As a result, the use-action-filters configuration option must be set to false. See use-action-filters for more information. (PRR-5564)
- The following new KVPs are now attached to user data and are stored in the Genesys Info Mart database (PRR-5653):
- gpmVQDBID
- gpmVQGUID
- In addition, the following KVPs are attached to EventUserEvent data if they are present, although they are not generated by GPR. See Integrate with Genesys reporting for all GPR KVPs.
- CustomerID
- ServiceType
- Minimum required URS version is 8.1.400.60. With this, or higher URS version, it is possible to use URS option default/automatic_ideal_agent to set a universal score for all the non-GPR interactions. Such universal score serves 2 purposes: 1) pairwise comparison of GPR and non-GPR interactions when URS places interactions into a queue; 2) Resolution of agent reservation requests collisions between GPR and nonGPR interactions processed by different URS nodes. It is recommended to set the value of the option automatic_ideal___agent to (<max score for the predictor in use> - <median score the GPR agents receive over a long period of time>) (PRR-5653)
- Subroutine specific options stored in the transaction list object Predictive_Route_DataCfg were renamed (PRR-5200):
- Section 'default': jop-api-key to platform-api-key jop-auth-url to platform-auth-url jop-logging-url to platform-logging-url jop-password to password jop-username to platform-username
- Sections 'default-predictor', or 'predictor-\{name}':* jop-scoring-url to platform-scoring-url
- While upgrading to the fixed version of subroutines and ASC/data loader, please make sure to update the existing configuration option names in your configuration.
- GPR subroutines out of the box will not longer report the abandoned calls. Customers should add OnCallAbadoned['GPRIxnCleanup'] in the strategy which invokes GPR subroutines. In case, if customer already uses this function pointing to another strategy, then customer need to update that strategy to call GPRIxnCleanup subroutine from there. gpmResult = 13, gpmMessage = Call Abandoned will be reported only when these changes are done. (PRR-5975)
- setreadycondition-timeout Defines a timeout value that sets the maximum delay, in seconds, between the moment when URS receives an Event from T-Server and when IsAgentScoreGood subroutines is called. If the delay is greater than the value set in this option, Predictive Routing considers that call is waited in IsAgentScoreGood subroutine for the configured period and route the call to an agent in target group without checking the score-base-threshold configured. * Configured in: Predictive_Route_DataCfg List object, [default-predictor] or [<predictor_name>] section Default value: 600 (seconds) Valid values: Any positive integer Changes take effect: From next interaction. (PRR-5420)
- New/updated agent occupancy options (PRR-5822)
- New KVP named gpmPriorityIncrement introduced for reporting priority increment. Note: Subroutines add this KVP as part of score_log request, user data and also distributed to ICON and then passed to GIM.
But currently this KVP will not be stored as a separated column in GIM because it requires GIM schema change and will be done later. For now, this information can be accessed from score_log. (PRR-5227)
Resolved Issues
This release contains The following resolved issues:
When use-action-filters option is set to false and after URS restart, URS now correctly send the list of Employee IDs in scoring request action filter, for agents matching the Ready/ACW states as configured in the login-status-expression. Previously, empty list was sent even though there were ready agents available. (PRR-5167)
ITEM
Upgrade Notes
See the instructions in the "Upgrade to a new subroutines release" section of Deploy the URS Strategy Subroutines to upgrade to release 9.0.016.00.