Get started with predictive routing

Prerequisites

  • Billing > Subscription > Add permission

The following video shows you the steps to start using predictive routing for the first time. The written procedure follows the video.

  1. Navigate to the Admin > Queues page.
  2. Click the Learn More link in the Predictive Routing Evaluation column header. The Optimize Routing with AI pane opens. 
  3. Understand the various phases of predictive routing and click Start Evaluation. 
  4. Ensure you have the necessary permissions to begin benefit assessment. Click Start Queue Evaluation. 
  5. The options in the next step depend on whether you purchased the AI Experience tokens earlier:
    • If you have not purchased the AI Experience tokens –  Redirects you to AppFoundry, where you can purchase AI Experience tokens. After your purchase is processed, return to the Queues window, click Learn More in the Predictive Routing Evaluation column. See Next steps (at the end of this article) to proceed.
    • If you have purchased the AI Experience tokens –  Click Start Routing Comparison Test or Activate Predictive Routing. See Next steps (at the end of this article) to proceed.
  6. Assign the necessary permissions to use predictive routing.  

Next steps

You can run the the benefit assessment again, or start a comparison test, or activate predictive routing for all interactions on a queue directly.