Genesys URS report_targets : Why is it useful but should not use it?

In some cases, we want to understand the routing decision by URS, especially if an interaction is queued for multiple targets like agent groups. In this post, you will learn about ‘report_targets’ option, how it works and recommended way to use it in production environment.

From version 7.x onwards,  Genesys URS expose routing decision using key value pairs.  If enabled, URS will attach following informatio for each interaction

  •  Routing Rule, Target Group (Agent Group or Place Group), Skill Expression while waiting and after the call is routed to
  • Agent
  • Place
  • Tenant
  • Strategy

How to enable routing decision information?


To enable routing decision information, set report_targets value to true.

Note:  Due to high resource usage, it is not recommended to enable this functionality in production environment.

How it works?


If enabled, URS attaches high level target information (Routing Rules, Skill Expressions, Agent Groups, Place Groups) while waiting.

KeyComments
RTargetRuleRouting Rule causing interaction to wait
RTargetAgentGroupAgent Group or Skill expression for which the interaction is waiting
RTargetPlaceGroupPlace Group for which interaction is waiting

When the interaction is routed, URS attaches information about target object

KeyComments
RTargetRuleSelectedSelected Routing Rule
RTargetObjectSelectedHigh level target object. Ex: Agent Group
RTargetObjSelDBIDDBID of the selected target
RTargetTypeSelectedTarget Type
RTargetAgentSelectedAgent Login ID
RTargetPlaceSelectedPlace Name
RTenantTenant Name
RStrategyNameStrategy Name
RStrategyDBIDStrategy DBID

What if you want to use it anyway in production environment?


If you want to enable it anyway for production environment, I recommend to use ‘SetCallOption’ function and list objects configuration to enable it for particular service /interaction type.

For more information about ‘report_targets’ and ‘SetCallOption’ function, refer to Genesys URS reference manual.

Tagged: , ,