View performance of queues with predictive routing

Prerequisites

The following permissions:

  • Routing > Queue > View 
  • Routing > Predictor > View
  • Routing > Comparison Period > View
  • Analytics > Conversation Aggregate > View
  • Analytics > Tab Configurations > All Permissions

You can only view the queues within the divisions that you have permissions to view.

You can constantly monitor the performance of queues that have predictive routing enabled. The performance report displays the effectiveness of predictive routing on the KPI that is set.

To view the predictive routing report, go to Performance > Workspace > Contact Center > Predictive routing.

This view lists only the queues that have predictive routing enabled. The following information is available in the report:

Column Description
Queue Name

Name of the queue.

Click the name to view a detailed report. For more information, see Predictive routing queue detail view. 
Division

The division the queue is part of.
Mode

The current activation state of predictive routing.
Media Type

Displays the media types for which predictive routing is active.
KPI

The KPI that is set for the queue. For more information, see Supported KPIs.
Routing Timeout

The timeout value. Upon the expiry of the period set, the interactions are routed using the fallback routing method. For more information, see Configure timeout for predictive routing. 
Difference

The benefit of using predictive routing compared with the baseline routing method. The difference is displayed for the last 30 days or for the period that predictive routing was active on your queue, whichever is lesser.

During the period of comparison, the interactions on a queue are routed alternately using predictive routing and your current routing method. 

Note: Genesys recommends that you run the comparison for at least two weeks. This period typically provides a large enough number of interactions to produce a statistically significant result. For some high volume queues, you might get robust results sooner.

The direction of the arrow indicates an increase or a decrease of the KPI value. The color of the arrow indicates the nature of the impact. 
Workload Balancing  The current status of workload balancing. For more information, see Workload balancing.

Respect Skills

The current status of respect skills. For more information, see Skill matching.

For more information about queues, see Create and configure queues.