Predictive routing overview

What is predictive routing?

Predictive routing uses machine learning to rank each agent in your target agent pool for how well that agent is predicted to handle a specific interaction. In its simplest form, predictive routing identifies the agent-interaction match most likely to result in an optimal key performance indicator (KPI) value.

  • Predictive routing currently supports voice interactions only.
  • Predictive routing is a routing method configured at the queue level, similarly to bullseye or preferred agent routing.
  • You can use predictive routing on all queues, or only on selected queues where it has the strongest impact on a KPI.
  • Each queue using predictive routing can use a different KPI, depending on which KPI is optimal for that queue. Each queue optimizes only one KPI.
  • The list of currently-supported KPIs is available when you configure predictive routing. 
  • Each KPI uses different data taken from various internal Genesys Cloud sources to predict the best agent for the current interaction. For a more detailed discussion of how predictive routing ranks agents and assigns interactions, see Understanding the basis for agent rankings.

Start using predictive routing

There are three phases to activate predictive routing and take full advantage of all the benefits it can offer. The documentation for predictive routing fully explains each of these phases, listed below: 

    1. Benefit assessment – Evaluates your queues to determine whether they have high or low potential for optimization. The benefit assessment determines this potential for all available KPIs on each queue.
    2. Comparison test – Enables you to compare your existing routing method directly with predictive routing. Genesys Cloud routes interactions using the two methods alternately. You can view real-time and historical comparison test results for each queue you test.
    3. Activate full time – In this phase, you have successfully proven the potential for benefit using predictive routing and use it to route all interactions on the queue.

To start using predictive routing, see the Use predictive routing section of Create and configure queues for instructions.