Genesys Cloud provides ongoing value monitoring to evaluate predictive routing on a queue using an 80:20 time split method. This routes interactions with predictive routing 80% of the time and the baseline routing method 20% of the time, increasing the volume of predictive routing interactions. It allows comparing predictive routing against standard or bullseye routing for a particular KPI. You can set up ongoing value monitoring for a queue after at least a two-week 50-50 comparison test period. It uses an 80:20 time split formula over six 6-day cycles for a valid comparison before assessing the accuracy of the reported benefit. Results can be viewed from the queue performance report. Key details include setting up the split, achieving valid comparison over time, and viewing comparison results.
Ongoing value monitoring helps you evaluate predictive routing on a queue using an 80:20 time split method. This method routes interactions using predictive routing 80% of the time interval and the baseline routing method 20% of the time interval. It increases the volume of predictive routing interactions, and allows for an increase in the benefits of predictive routing compared to a comparison test, which has a 50:50 split. You can compare predictive routing against the standard or bullseye baseline routing method for a particular KPI.
Set up ongoing value monitoring for a queue
Note: Before setting up monitoring, ensure that you completed at least a two-week 50-50 comparison testing period and observed a desirable benefit. For more information, see Test predictive routing on your queues.
Click Admin.
Under Contact Center, click Queues.
Click Menu > User Management > Queues.
Click a queue name.
Click the Routing tab.
Under Routing Method, click Predictive Routing.
In the Key Performance Indicator box, click the KPI to target.
In the Predictive Routing Timeout box, type the timeout period (from 12-259,200 seconds).
Under Predictive Routing Mode, do the following:
Click Ongoing Value Monitoring.
In the Ongoing Value Monitoring pane, click the routing method to compare against predictive routing.
To use workload balancing with Predictive Routing, set Workload Balancing to On.
To use skill matching with predictive routing, set Skill Matching to On.
Under Timeout Routing Method, click the evaluation method to use when an interaction reaches the predictive routing timeout period and requires a fallback routing method. The fallback method is always standard routing.
Click Save. The Queue list page appears, showing “Ongoing Value Monitoring” in the Predictive Routing Evaluation column. For more information about the processing phase, see The KPI processing phase.
Achieve a valid comparison
To achieve a valid comparison, Genesys recommends that you run ongoing value monitoring using the 80:20 time-split in six cycles of six days each. The 80:20 formula repeats as follows throughout the time period:
8 hours using predictive routing;
2 hours using an alternative routing method;
8 hours using predictive routing;
2 hours using the baseline routing method
It takes six days to complete a full “cycle”; that is, every hour of the day used both predictive routing and the baseline routing method. It takes several of these cycles (up to two or three months) before you can consider the accuracy of the comparison as valid. If you change to another mode prematurely, we cannot ensure the accuracy of the comparison and reported benefit.