Configure timeout for predictive routing

This timeout is the maximum number of seconds that Genesys Cloud tries to route an interaction to an agent based on predictive routing score results. Genesys Cloud first tries to route the call to the highest scoring agents and gradually expands the agent pool to include agents with less-optimal scores. If the timeout period expires, Genesys Cloud routes the interaction using the fallback routing method (standard routing).

The timeout must be an integer between 12 and 900 seconds. 

When setting the timeout, consider the average abandon time and any existing service level agreement (SLA) for the queue. For example, if you have a queue with an average abandon time of 125 seconds and an SLA target of 80 percent of calls answered within 90 seconds, you can set the timeout to 80 seconds. This setting gives predictive routing most of the 90 seconds targeted in the SLA to find the optimal agent. If no acceptable agent becomes available in 80 seconds, Genesys Cloud falls back to standard routing in time to minimize any potential impact on the SLA.

Considerations for high-end and low-end values

  • When you set a high timeout value, consider how to balance the following two effects:
    • You increase the chances of routing an interaction to a more suitable agent.
    • Interactions could be waiting in queue even though agents are available.
    If an interaction can acceptably wait longer to increase the chance that a more suitable agent handles it, you can set the timeout to a higher value.
  • When you set a low timeout value, consider the following two points:
    • You are liable to lose the benefits of predictive routing because interactions fall back to standard routing before an optimal agent becomes available.
    • This effect increases when there are more interactions in queue than available agents.
    If your priority is a shorter wait time, even if a less optimal agent handles the interaction, you can set the timeout to a low value.