Predictive routing queue impact view

AI-generated summary

Genesys Cloud's Predictive Routing Queue Impact View provides organizations with comprehensive monitoring capabilities for predictive routing performance across multiple key performance indicators during specified reporting periods. The view enables comparative analysis by reporting KPI value differences between predictive and non-predictive interactions processed by queues, allowing users to assess the effectiveness of predictive routing implementations. The system tracks four critical metrics: Average Handle Time (total agent handling duration post-routing), Transfer Percentage (transfer ratio relative to answered interactions), Average Wait Time (queue duration before interaction resolution), and Over SLA (interactions exceeding defined service levels). These metrics utilize different routing attributes—usedRouting for Average Handle Time and requestedRouting for Average Wait Time—to capture relevant interaction data, with the latter including timed-out interactions routed through backup methods. Access to the Impact View occurs through Analytics Workspace via Menu > Analytics, with users searching for Predictive Routing and selecting the Impact tab for specific queue details. The system distinguishes between interactions processed through predictive routing and those handled through backup routing methods when timeouts occur. Customization options include filtering by media type (voice, callback, or other channels), with the constraint that voice and callback types cannot be selected simultaneously. Users can save filter and column configurations as custom views for streamlined navigation between different data sets. The selected media type is indicated by an icon displayed above column headers. Additional configuration options for media types and behavioral settings are available through the Create and configure queues documentation, specifically within the Set behavior and thresholds for all interaction types section. Supplementary resources including predictive routing s, queue detail views, routing comparisons, and dashboard information support comprehensive queue and interaction management guidance

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 following KPI table) 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 following Available Columns section for the definition of predictive and non-predictive interactions.

Available columns

To view the available columns, see the 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.

Access Predictive routing queue impact view

To view details about a specific queue view, perform the following:

Click Menu > Analytics > Analytics Workspace.
In the Default section, search for Predictive Routing and then click the view name to open it.
Click the name of the specific queue, and then the Impact tab.

The following details are displayed for each impact view.

Note: The predictive routing column represents only the interactions that were routed using predictive routing. It does not include the interactions that timed out and were later routed using the backup routing method.

KPI	Description
Average Handle Time	The total time an agent spends handling an interaction. As this occurs after routing is completed, Genesys Predictive Routing calculates the metric using the interaction’s `usedRouting` attribute. So, only interactions that were routed predictively are included in the calculation. 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 with the total number of interactions answered. Calculated by: (Number of transfers / Number of Answered Interactions) * 100
Average Wait Time	The duration an interaction spends waiting in a queue before being answered, abandoned, or exiting the queue flow. As this interval occurs before routing completion, Genesys Predictive Routing calculates the metric using the interaction’s `requestedRouting` attribute, thereby including all applicable interactions, including predictive and timed-out interactions. 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.

Filter by media typeClick to expand

To filter by media type, perform the following:

Click the Toggle filters panel icon .
Select the required media type.

Notes:

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.

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