About predictive routing

Predictive routing enables you to use machine learning to optimize your key performance indicators (KPIs) by matching each interaction with the available agent that is best able to handle it. Predictive routing currently supports voice, email, and asynchronous message interactions. Message interactions include third-party messaging platforms, inbound SMS, Genesys Cloud web messaging, and open messaging.

Learn about predictive routing

Understand how predictive routing works, what permissions are required to activate predictive routing, and how to try predictive routing as a first time user. 

Test predictive routing 

Follow these simple steps to see what benefits predictive routing can provide on your queues. Use benefit assessment to evaluate all your queues and determine which queues can effectively apply predictive routing to improve your KPIs. Use comparison tests and ongoing value monitoring tests to measure how effectively predictive routing works on a queue, compared to standard or bullseye routing. 

Configure queues and activate predictive routing

View performance reports

Understand the different reports that are available for you to evaluate the performance of your queues. Find reports that track the interactions processed by predictive routing, agent scores, routing method used, and so on.

Learn about agent selection

Learn how predictive routing selects and routes to the agent best suited to handle an interaction.

Learn about use of data in predictive routing

Learn how predictive routing attempts to introduce transparency in the agent identification process and how it eliminates the use of PII data to avoid the introduction of any possible bias.

Understand predictive routing billing

Know how Genesys Cloud charges interaction routing.