Genesys Cloud
Predictive routing throughput performance report

In a future release, Genesys Cloud will provide a Predictive Routing Throughput Performance Report that gives administrators detailed data on interaction volumes and performance by KPI type and time period. This report will appear in the existing Queue Details view and will include both per-queue and aggregated throughput summaries for all queues enabled for predictive routing. Previously, administrators needed to gather and analyze throughput data manually to understand predictive routing performance. This update makes those insights readily available within Genesys Cloud reporting.

Why this matters

• Improves monitoring – Helps administrators evaluate predictive routing performance across queues.
• Supports better configuration – Provides insights to assess whether current timeout settings are appropriate.
• Saves time – Reduces the need for manual data collection and external analysis when reviewing predictive routing results.