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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Releases Info
Product Documentation
Genesys Products
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:
- Deployment Guide
- Help
- Documentation in the previous location remains as-is as a reference for those using earlier releases of GPR.
- 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)
- NOTE: 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:
- 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
- (PRR-5653)
- A new Universal Routing Server (URS) option, [default].automatic_ideal_agent, enables you to set a universal score for all non-GPR interactions. Such a universal score serves the following purposes:
- It enables direct comparison of GPR and non-GPR interactions when URS places interactions into a queue.
- It resolves collisions of agent reservation requests between GPR and non-GPR interactions processed by different URS instances.
- Genesys recommends that you set the value of 'automatic_ideal_agent to (<max score for the predictor in use> - <median score the GPR agents receive over time>).
- The new option requires URS 8.1.400.60 or higher. (PRR-5653)
- The following URS Strategy Subroutine-specific options stored in the Predictive_Route_DataCfg Transaction List object have been renamed to align with the current GPR component names:
- In the [default] section, the following options are renamed: 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.
- In the [default-predictor] and [predictor-<name>] the following option is renamed: jop-scoring-url to platform-scoring-url.
- When you install the latest release of the URS Strategy Subroutines, ensure that you update the option names in your configuration. (PRR-5200)
- 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.