Genesys Predictive Routing

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

• December 20, 2019 (9.0.016.00)
• Known Issues

December 20, 2019 (9.0.016.00)

What's New

Initial release

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

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

• Predictive Routing Help

Use of GPR 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)