Genesys Cloud – Predictive Routing supports customer-defined business outcomes with custom KPIs

In a future release, Genesys Cloud will introduce a new framework that enables Predictive Routing to optimize routing decisions for strategic revenue KPIs. This update replaces the deprecated Journey Outcomes and Journey Analytics Attribution API while preserving existing outcome-based routing capabilities and minimizing migration effort for customers.

Organizations can now define Revenue KPIs based on business metrics that are tracked outside of Genesys Cloud, such as revenue, retention, customer satisfaction, or Net Promoter Score (NPS). Predictive Routing can then use those KPIs to route interactions to agents who are most likely to achieve the desired business outcome.

What’s changing

This update includes the following improvements:

• Administrators can create and manage Revenue KPIs for Predictive Routing without relying on Journey Outcomes. 
• External systems can send outcome events through a new public API using a simplified payload.
• Genesys Cloud attributes outcome events to the appropriate agent and routing decision to preserve Predictive Routing optimization.
• Existing customers who use Journey-based outcome attribution can migrate without disrupting current Predictive Routing configurations.
• Benefit Assessment and A/B reporting continue to measure routing performance using both legacy and new outcome attribution frameworks.

Benefits

This feature helps organizations:

• Optimize routing based on business metrics that are important to their organization, including metrics maintained outside of Genesys Cloud.
• Continue using outcome-based routing after the Journey Outcomes deprecation.
• Measure routing performance using business-specific outcomes.
• Reduce integration effort by using a simplified outcome ingestion framework.
• Maintain continuous model training using attributed outcome data.

Action required

Existing customers using Journey-based outcome attribution should plan to migrate to the new outcome ingestion framework.

Customers implementing custom KPIs must update their integrations to send outcome events through the new public API.

No changes are required to existing Predictive Routing configurations until you are ready to migrate.