9.0.017.00

Predictive Routing - URS Strategy Subroutines Release Notes

9.x

Predictive Routing - URS Strategy Subroutines is part of 9.x starting in 9.0.006.00.

Release Date	Release Type	Restrictions	AIX	Linux	Solaris	Windows
04/17/20	General	Under Shipping Control				X

Helpful Links

Releases Info

• List of 9.0.x Releases
• 9.0.x Known Issues

Product Documentation

• Genesys Predictive Routing

Genesys Products

• List of Release Notes

What's New

This release contains the following new features and enhancements:

• The Predictive Routing strategy subroutines now support usage of HTTP/HTTPS proxy specific for the request sent to GPR Core services from the URS subroutines. Configure the following four options to activate this functionality:
  • proxy-host
  • proxy-port
  • proxy-username
  • proxy-password

  (PRR-6401)

• While calling ActivatePredictiveRouting_v3 subroutine before Target selection or route call block, respective VQ_Name should be passed in default_skill_data parameter to ActivatePredictiveRouting_v3 subroutines.
• ActivatePredictiveRouting subroutine will use passed VQ for storing gpmVQNumber in URS global map. While GPRIxnCleanup will use gpmVQNumber in URS global map to generated gpmVQDBID required for GIM (specifically GPM_FACT table) reporting.
• If no VQ is passed to ActivatePredictive subroutine, then VQ configured in vq-for-reporting option in default section of Predictive_Route_DataCfg transaction list will be used for GIM reporting. Hence it is always recommended to pass VQ_Name argument to ActivatePredictiveRouting_v3 subroutine
• If GPRIxnCleanup cannot find gpmVQNumber in URS global, then for generating gpmVQDBID VQ configured in vq-for-reporting option in the default section of Predictive_Route_DataCfg transaction list will be used.
• Important: GPRIxnCleanup always sends EventUserEvent with VQ name configured in vq-for-reporting of Predictive_Route_DataCfg transaction list AttributeThisDN irrespective of value VQ on which the call is queued and routed.
• Added new option deployment-type in default section of Predictive_Route_DataCfg transaction list. Currently, GPR URS subroutines use this option to generate gpmDeploymentType KVP and pass in score log for GPR platform.
  • Default value: hybrid
  • Valid values: hybrid, cloud (PRR-6317)
• AB testing mode is activated when prr-mode in the predictor section is set to ab-test-time-sliced.

When ab-test-time-slice is set to 0 AB testing mode is activated, then IRD subroutine SetIdealAndReadyCondition uses a formula based on hour of day and day of year to determine whether particular interaction belongs to Group A or Group B regime.

When ab-test-time-slice is set to non-zero value and AB testing mode is activated, then IRD subroutine SetIdealAndReadyCondition uses a formula which is based on the configured time slice to determine whether particular interaction belongs to Group A or Group B regime.

• Note*: default value of ab-test-time-slice is changed to 0.

 (PRR-6244)

• GPR subroutines now support premise anonymisation when account in GPR is configured to use Premise anonymization and Data Loader is deployed and started in premise environment before using the GPR subroutines.

* GPR subroutines will use the options anon-salt, anon-agent-id, anon-customer-id  added by Data Loader in Predictive_Route_DataCfg transaction list object to perform the anonymization.
* Agent ID's sent in the scoring request and score_log request will be anonymised only when anon-agent-id is set to true by Data Loader.
* Context_id sent in the scoring request and score_log request will be anonymised only when anon-customer-id is set to true by Data Loader.

 (PRR-6226)

Resolved Issues

This release contains the following resolved issues:

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A new configuration option named *enable-log-suppression* is introduced to control log suppression in IRD subroutines.

Configured in default section of Predictive_Route_DataCfg transaction list object.

Valid values - true, false

Default value - true

Changes takes effect - For the next interaction

* When set to true, following subroutines suppress log messages to avoid the flooding of logs.
** GetActionFilters subroutine while builds a list of agent ID's to be scored
** ActivatePredictiveRouting_v3 subroutine while building the scoring request and also while parsing the scoring response before storing the returned agent scores in global map.
** ScoreIdealAgent subroutine while updating the values of default scored agent KVP's
** GPRIxnCleanup while building the score log request and also while generating the content for UserEvent.
* When set to false, no log suppression will be done by subroutines and all messages will be printed in URS logs. (PRR-6265)

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GPR subroutines will not send any scoring request in the following scenarios.

* When the GET Predictor API request tried in GetScoringContext subroutine fails and thus customer features cannot be obtained.
* When the configured predictor has empty customer features. In real production mode, it is always expected to have predictors configured with atleast one customer feature which needs to be added in context of scoring request.

In both these scenarios, GPR subroutines will add gpmResult = 7 and gpmMessage = "Failed to build Scoring Context" KVP's sent to GIM and score_log. (PRR-6233)

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Upgrade Notes

No special procedure is required to upgrade to release 9.0.017.00.