Predictive routing queue impact view

AI-generated summary

Genesys Cloud's predictive routing queue impact view provides comprehensive analysis tools for evaluating routing performance across multiple key performance indicators including Average Handle Time, Transfer Percentage, Average Wait Time, and Over SLA Count. The system enables detailed comparison between predictive and non-predictive interaction metrics, accessible through either the Performance Workspace or Analytics Workspace via Menu > Analytics > Analytics Workspace or Performance > Workspace > Contact Center > Predictive routing. Average Handle Time represents the total time agents spend handling interactions after routing completion, calculated using the interaction's usedRouting attribute to include only predictively routed interactions and excluding outbound activity. Transfer Percentage measures the proportion of routed interactions transferred to other agents or departments, while Average Wait Time tracks the duration interactions spend in queue before being answered or abandoned. The Over SLA metric identifies interactions exceeding defined Service Level Agreements. The view tracks only interactions routed through predictive routing, excluding timed-out interactions that default to backup methods, though the system uses the requestedRouting attribute to include all applicable interactions when calculating certain metrics. Users can customize views through media type filtering, column selection, and save preferences that persist across sessions and navigation transitions. Filtering capabilities allow selection of multiple media types simultaneously, though simultaneous selection of voice and callback media types is not supported. This analytical toolset helps organizations optimize routing strategies by providing clear performance comparisons and detailed metric tracking across multiple KPIs, enabling quick switching between different data sets of interest.

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.

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.

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 Filter 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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Predictive routing queue impact view View summary

Available columns

Access Predictive routing queue impact view

Customize the view

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Predictive routing queue impact view