Predictive routing queue impact view

This view enables you to view predictive routing performance for a collection of KPIs in addition to the target KPI. For an extensive and complete view of predictive routing performance,  additional KPIs (as seen in the KPI table below) can be used for reporting purposes together with the main KPI that is optimized by predictive routing. This view shows the potential impact of predictive routing on additional KPIs.  This is done by reporting the differences in the KPI values across predictive and non-Predictive interactions handled by the queues during the reporting period. Refer to the Available Columns section below for the definition of predictive and non-predictive interactions.

To view details about a specific queue view go to Performance > Workspace > Contact Center > Predictive routing. From the list provided click the name of the specific queue, and click the Impact tab.

The following details are displayed for each impact view. 

KPI Description
Average Handle Time

The average amount of time agents spent handling conversations when using predictive routing vs other routing methods. This calculation includes talk time, hold time, and after-call work time.

Note: Genesys calculates the handle time to include both dialing and contacting for outbound conversations. But routing methods only support inbound conversations. The handle time calculated by the routing method does not include outbound activity.
Transfer %

The number of transfers compared to the total number of interactions answered.

Calculated by: (Number of transfers / Number of Answered Interactions) * 100

Average Wait Time

The average amount of time an interaction is in a queue before an agent answers it, it flows out, or the customer abandons it.

Calculated by: Total Wait Time / Number of Interactions

Over SLA Number of interactions that were over the defined Service Level.

Customize the view

Customize the predictive routing queue impact view to show only certain data. Your customizations remain as you navigate from view to view or leave and return to a view. You can also save your filter and column settings as a saved view to quickly switch between different data of interest in the same view. 

    1. To filter by media type, click the Filter icon Filter button.
    2. Select the media type. 

    • When filtering you can select more than one media type. Click the relevant media type to select or deselect the type.
    • You cannot select the voice and callback types at the same time.
    • If you select voice, the callback option will be deselected. If you select callback, the voice interaction will be deselected.
    • The available media types may vary from those shown above.

    The selected media type icon is displayed above the column headers. For more information about various media types and their settings, see the Set behavior and thresholds for all interaction types section in the Create and configure queues.

    Available columns

    To view the available columns, see Predictive routing queue impact view section in the View available columns in performance views by category article.

    To view the consolidated list of available columns in the performance views, see Consolidated view of available columns in performance views.

    To view the list of available columns in the performance views by category, see View available columns in performance views by category.