Predictive routing for mixed media queues
Predictive routing considers each media type independent from the others. Therefore, queues that support interactions from different media types may have high potential for predictive routing for one media, but not another. If any media on a queue has high potential, that queue returns a ‘high potential’ result. When predictive routing is active on a mixed media queue, results by media type can be seen in the comparison test report. If there is an insufficient volume of any given media type to build a predictive model, standard routing is used for that media type.