View performance of queues with predictive routing

Prerequisites

The following permissions:

  • Routing > Queue > View 
  • Routing > Predictor > 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 continuously 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 > Predictive routing.

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

Column Description
Queue Name

Name of the queue.

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

Division

The division the queue is part of.

Mode

The current activation state of predictive routing.

KPI

The KPI that is set for the queue. See Supported KPIs.

Routing Timeout

The timeout value. Upon the expiry of the period set, the interactions are routed using the fallback routing method. 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. See Workload balancing.

Respect Skills

The current status of respect skills. See Skill matching.

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