Activate predictive routing on a queue

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Genesys Cloud's predictive routing feature analyzes historical interactions to automatically route each new interaction to the optimal agent, optimizing key performance indicators (KPIs) such as average handle time or customer satisfaction. Users can activate predictive routing from three locations: the Queue Benefit Assessment pane, the Comparison Test Results pane, or the Queue Details page. The activation process involves selecting the KPI to optimize (with a default selection provided), configuring the timeout value (default 30 seconds), and optionally setting advanced parameters like fallback routing methods through the "More settings" option. Once enabled, Genesys Cloud enters a processing phase to determine the optimal routing method before routing interactions predictively, displaying "Predictive [Processing…]" in the Routing Method column during this phase. Users can also configure predictive routing directly from the Queue details page by selecting it as the routing method, setting desired KPI and timeout values, and optionally enabling Workload Balancing and Skill Matching features. The system allows selection of "Use for All Queue Interactions" and configuration of standard fallback routing methods. After activation and configuration, queue performance reports compare the KPI improvements achieved through predictive routing against baseline routing methods, allowing users to measure the effectiveness of the optimization. The platform provides benefit assessments to identify which KPIs offer the best optimization potential for each queue, enabling data-driven decisions about routing strategy implementation.

When you are ready to turn on predictive routing for the interactions in a queue, you can start the process from any of the following places:

From the Queue Benefit Assessment paneClick to expand

The following video shows you the steps to start a predictive routing subscription to handle all interactions on a queue. The written procedure follows the video.

Click Turn on Predictive Routing from the Queue Benefit Assessment pane. The Turn on Predictive Routing pane opens.
Choose the KPI to optimize. By default, predictive routing selects the KPI with the best potential for optimization.
Note: You can change the selected KPI after you activate predictive routing, but note that doing so leads to a new processing period.
To change the timeout value from the default, 30 seconds, to a different value, click Advanced settings.
You have two choices for how to proceed, depending on whether you want more configuration options:
1. (Optional) To configure the fallback routing method and other parameters, click More settings. If you do not see this link initially, click Advanced settings to open the section containing this link.
  - The Queue details window opens. Skip to Step 4 in the From the Queue details window procedure (below) to complete activation. You do not need to return to this pane to activate predictive routing on the selected queue.
2. If you do not click Advanced settings, click Turn on Predictive Routing to complete the activation. The Queue list page reopens, showing Predictive [Processing…] in the Routing Method column. For more information, see The KPI processing phase.

After predictive routing is active, you can view the KPI difference as compared with a baseline routing method in the queue performance report. For more information, see View performance of queues with predictive routing.

From the Comparison test results paneClick to expand

Click Turn on Predictive Routing from the Comparison test results pane. The Turn on Predictive Routing pane opens.
Choose the KPI to optimize. By default, predictive routing selects the KPI you used for the comparison test.
To change the timeout value from the default, 30 seconds, to a different value, click Advanced settings.
You have two choices for how to proceed, depending on whether you want extra configuration options:
1. (Optional) Click More settings to configure the fallback routing method and other parameters. If you do not see this link initially, click Advanced settings to open the section containing this link.
  - The Queue details window opens. Skip to Step 4 in the From the Queue details window procedure (below) to complete activation. You do not need to return to this pane to activate predictive routing on the selected queue.
2. If you do not click Advanced settings, click Turn on Predictive Routing to complete the activation. The Queue list page reopens, showing Predictive [Processing…] in the Routing Method column. For more information, see The KPI processing phase.

From the Queue details windowClick to expand

Click a queue name to open the Queue details page.
From the Routing tab, select Predictive Routing as the routing method.
Set the desired KPI and timeout value. The benefit assessment for this queue, if you ran one, indicates which KPI shows the best potential for optimization.
Select Use for All Queue Interactions.
To use workload balancing with predictive routing, set Workload Balancing to On.
To use skill matching with predictive routing, set Skill Matching to On.
Set the evaluation method for the standard fallback routing method.
Click Save and Continue to make more changes or Save if you are done. After you click Save, the Queue list page reopens, showing Predictive [Processing…] in the Routing Method column. For more information, see The KPI processing phase.

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Activate predictive routing on a queue

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