Genesys Cloud predictive routing uses data from default and optional internal sources, as well as external data sources via the Outcome Attributions API if using custom KPIs, to perform agent scoring. Genesys recommends uploading outcome data daily or weekly and having at least 90 days of data for model training and prediction accuracy. The machine learning model only uses data that meets minimum volume thresholds. More data across more fields is recommended for better predictions.
Genesys predictive routing uses data from various internal sources, which include both default sources of data and some optional sources of data, to perform agent scoring for an interaction.
If you use outcome-based custom KPIs, Genesys predictive routing relies on data from external data sources, which it receives through the Outcome Attributions API. Genesys recommends a periodic upload of outcome data to ensure better model training and prediction accuracy. The recommended frequency is once a day, or, at the minimum, once a week.
Considerations
Genesys recommends at least 90 days of data and ideally 180 days of data. If you retain fewer days of data, you can still use and benefit from predictive routing. However, the quality and effectiveness of your AI models and predictions is likely to suffer and the resulting benefit will be reduced compared to standard routing.
Data, even if available, is considered for the purpose of routing calculation only if the data volume meets a minimum requirement. If the volume of data does not meet the specified threshold value, the machine learning model does not use the available data. While not mandatory for Genesys predictive routing to operate, for better prediction results, Genesys recommends that you ensure the availability of sufficient volume of data against maximum number of fields.
Note: The threshold values are at organization level and are not editable. Genesys updates the values periodically, as required.