Activate predictive routing on a queue

The following video shows you the steps to start a predictive routing subscription to handle all interactions on a queue. The written procedure follows the video.

1. Click Turn on Predictive Routing from the Queue Benefit Assessment pane. The Turn on Predictive Routing pane opens.
2. Choose the KPI to optimize. By default, predictive routing selects the KPI with the best potential for optimization.
   Note: You can change the selected KPI after you activate predictive routing, but note that doing so leads to a new processing period.
3. To change the timeout value from the default, 30 seconds, to a different value, click Advanced settings.
4. You have two choices for how to proceed, depending on whether you want more configuration options:
   1. (Optional) To configure the fallback routing method and other parameters, click More settings. If you do not see this link initially, click Advanced settings to open the section containing this link. 
      • The Queue details window opens. Skip to Step 4 in the From the Queue details window procedure (below) to complete activation. You do not need to return to this pane to activate predictive routing on the selected queue.
   2. If you do not click Advanced settings, click Turn on Predictive Routing to complete the activation. The Queue list page reopens, showing Predictive [Processing…] in the Routing Method column. For more information, see The KPI processing phase.

After predictive routing is active, you can view the KPI difference as compared with a baseline routing method in the queue performance report. For more information, see View performance of queues with predictive routing.

1. Click Turn on Predictive Routing from the Comparison test results pane. The Turn on Predictive Routing pane opens.
2. Choose the KPI to optimize. By default, predictive routing selects the KPI you used for the comparison test.
3. To change the timeout value from the default, 30 seconds, to a different value, click Advanced settings.
4. You have two choices for how to proceed, depending on whether you want extra configuration options:
   1. (Optional) Click More settings to configure the fallback routing method and other parameters. If you do not see this link initially, click Advanced settings to open the section containing this link. 
      • The Queue details window opens. Skip to Step 4 in the From the Queue details window procedure (below) to complete activation. You do not need to return to this pane to activate predictive routing on the selected queue.
   2. If you do not click Advanced settings, click Turn on Predictive Routing to complete the activation. The Queue list page reopens, showing Predictive [Processing…] in the Routing Method column. For more information, see The KPI processing phase.

After predictive routing is active, you can view the KPI difference as compared with a baseline routing method in the queue performance report. For more information, see View performance of queues with predictive routing. 

1. Click a queue name to open the Queue details page.
2. From the Routing tab, select Predictive Routing as the routing method. 
3. Set the desired KPI and timeout value. The benefit assessment for this queue, if you ran one, indicates which KPI shows the best potential for optimization. 
4. Select Use for All Queue Interactions. 
5. To use workload balancing with predictive routing, set Workload Balancing to On.
6. To use skill matching with predictive routing, set Skill Matching to On.
7. Set the evaluation method for the standard fallback routing method.
8. Click Save and Continue to make more changes or Save if you are done. After you click Save, the Queue list page reopens, showing Predictive [Processing…] in the Routing Method column. For more information, see The KPI processing phase.

After predictive routing is active, you can view the KPI difference as compared with a baseline routing method in the queue performance report. For more information, see View performance of queues with predictive routing.