Predictive routing during KPI processing phase 

The KPI you choose to optimize is one of the most significant parameters used to configure predictive routing. Genesys Cloud enters a processing phase, during which it analyzes your data and constructs the model used to optimize the KPI, when you do any of the following actions:

  • Start the comparison test phase.
  • Start the ongoing value monitoring phase.
  • Activate predictive routing for all interactions on a queue.
  • Change your KPI after you activate predictive routing.

KPI processing can take several hours.

Notes:
  • If you change your KPI after processing starts, Genesys Cloud deletes your model and starts over, even if you change your KPI to one that you had been using in the past.
  • If you run a comparison test and then activate predictive routing for all interactions of the queue without changing the KPI, no processing phase happens. The change is immediate.
  • If you hover your cursor over the Predictive [processing…] label, a pop-up shows the routing method used during the processing period.

While the KPI processing happens, Genesys Cloud routes interactions on the affected queue in the following ways:

  • For benefit assessment – Benefit assessment has no effect on routing, so Genesys Cloud routes interactions using your current routing method.
  • When activating a predictive routing comparison test – Genesys Cloud routes all interactions using the routing method you configured for comparison with predictive routing. During this phase, the Routing column on the Queue list window shows Predictive [processing…].
  • When activating predictive routing – Genesys Cloud routes all interactions using standard routing. During this phase, the Routing column on the Queues list window shows Predictive [processing…].
  • When you change the predictive routing KPI – If you had set up a comparison test, Genesys Cloud routes all interactions using the routing method you configured for comparison with predictive routing. If predictive routing was routing all interactions, Genesys Cloud routes them using standard routing. During this phase, the Routing column on the Queues list window shows Predictive [processing…].
    Note: Changing the KPI is resource-intensive and can have significant consequences for your routing. For example, improvements using predictive routing for one KPI on a queue do not indicate that another KPI will also improve. Genesys strongly recommends that you always return to standard or bullseye routing and then run a new benefit assessment evaluation on the queue before changing your KPI configuration.
     
  • When predictive routing fails to activate correctly – If you are trying to start a comparison test, Genesys Cloud routes all interactions using the comparison method you configured. If you are trying to activate predictive routing or ongoing value mode for all interactions, Genesys Cloud routes all interactions using standard routing. When an error occurs during activation, the Routing column on the Queues list window shows the currently used routing method (standard or bullseye) with a red exclamation mark icon next to it. An error occurs either because of insufficient data to create a data model or because of an unlikely system error. If the reason is system error, you see an option to retry the activation process. 

  • When predictive routing activates correctly but subsequent data model retraining fails – After you activate predictive routing, Genesys Cloud retrains the data models periodically with data from newer interactions. If retraining fails due to insufficient data for certain media types, because of a reduced number of interactions on the queue since activation, then the Routing column on the Queues list window shows a red exclamation mark icon next to it. For the next 30 days, Genesys Cloud continues to route interactions using predictive routing with the previously trained data models. In parallel, Genesys Cloud periodically attempts to retrain the models for different media types. If model training is successful within the 30 days, Genesys Cloud stops using the older data models and begins to route the interactions using predictive routing with the retrained data model. If model training is unsuccessful, Genesys Cloud routes all interactions of the affected media types using the standard routing method. Genesys Cloud routes all interactions from unaffected media types using predictive routing.