Sometimes, an interaction that arrives in a queue that has predictive routing enabled could be routed using a different routing method because of one of the following reasons: interaction timed out, predictive routing failed due to an error, or one of the test modes is enabled. For more information on how an agent is identified using predictive routing, see Agent identification.

The following matrix helps you understand the routing method when the specific scenario applies. 

Predictive routing mode Scenario Routing method used
Predictive routing activated, standard routing as fallback success predictive routing
  fallback – timeout standard
  failure – error standard
Comparison test mode, predictive routing vs standard routing predictive routing on, success predictive routing
  predictive routing on, fallback – timeout standard
  predictive routing on, failure – error standard
  predictive routing off standard
Comparison test mode, predictive routing vs bullseye routing predictive routing on, success predictive routing
  predictive routing on, fallback – timeout standard
  predictive routing on, failure – error bullseye
  predictive routing off bullseye