Predictive Routing Queues Summary view

AI-generated summary

Genesys Cloud's Predictive Routing Queues view provides administrators with comprehensive performance monitoring capabilities through Performance Workspace or Analytics Workspace, requiring specific permissions including Queue View, Predictor View, Analytics Conversation Aggregate View, and Tab Configurations access. The system delivers 30-day performance comparisons between predictive and baseline routing with visual indicators, workload balancing monitoring across email, message, and standard queues, and detailed queue-level metrics tracking activation states and division-based data. Key performance indicators tracked include Average Handle Time (AHT), Next Contact Avoidance (NCA), sales conversion, retention, churn, and sale value, enabling supervisors and contact center managers to assess queue performance, identify optimization opportunities, and measure predictive routing's impact on business outcomes. The platform supports extensive customization through filters and column settings that persist across navigation sessions, with users able to save filter configurations as saved views for quick data set switching. Date filtering includes preset options spanning current intervals, daily, weekly, and monthly formats, plus custom date ranges up to one year, with timezone adjustments available. Technical constraints limit data retrieval to one-year periods, and only queues enabled by the selected start date are included in results. Queue filtering capabilities allow users to filter by six KPIs with Average Handle Time as the default, select multiple media types simultaneously (excluding voice and callback combinations), and customize column visibility through the Pick Columns interface supporting alphabetical sorting, category grouping, and drag-and-drop reordering of up to 20 columns. The row feature aggregates metrics across up to 50 selected queues, providing consolidated performance data. Users can view aggregate data across multiple selected queues through the "View as group" option, displaying the Predictive Routing Queue Detail view with consolidated metrics. The platform enables alternate routing testing with a recommended two-week minimum comparison period for statistical significance and supports customizable dashboards for multi-channel interaction monitoring with timeout configurations and fallback options

PrerequisitesClick to expand

The Predictive Routing Queues summary view provides a consolidated, data-driven overview of all queues using predictive routing. Administrators can constantly monitor the performance of queues that have predictive routing enabled. The performance report displays the effectiveness of predictive routing on the set Key Performance Indicators (KPI). Supervisors and contact center managers can quickly assess queue-level performance, identify optimization opportunities, and measure how predictive routing impacts the contact center KPI, including Average Handle Time (AHT), and Next Contact Avoidance (NCA), sales conversion, retention, churn, and sale value.

This view provides transparency into predictive routing outcomes across queues, rapid performance comparison between predictive and non-predictive interactions, and delivers actionable insights for contact center operations through throughput metrics and benefit visualizations. It helps administrators to determine whether predictive routing models are achieving measurable business benefits and to assess predictive routing configuration suitability, including timeout setting. For more information about queues, see Create and configure queues.

Available columns

To view the available columns, see the Predictive Routing Queues Summary 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 Queues Summary view

To view the predictive routing report, go to Performance > Workspace > Contact Center > Predictive routing.

To view the predictive routing report, click Menu > Analytics > Analytics Workspace.
In the Default section, search for Predictive Routing and then click the view name to open it.

To see the most current data, click Refresh . To save the view with your filter and column settings, click Save.

To export the data in the view, click Toggle export panel.

To reset a view to default column settings, click Reset view to defaults Icon included.

Customize the view

To show only certain data, customize the Predictive Routing Queues summary view using any combination of filters. For example, you can filter to see certain types of queues. 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 switch quickly between different data of interest in the same view.

Filter by queues to populate the summary row with aggregate data about those queues.

Note: When the aggregate data is unavailable in the summary row, Genesys Cloud hides the summary row and replaces it with the Summary Row UnavailableUse the search box to select queues message.

Filter content in the Predictive Routing Queues summary view

Filter queues by dateClick to expand

To customize analytics views, use the date filter.

Show meClick to expand

To filter metrics by date or configure a custom date range, use presets. When filtering metrics for this view, select any custom date range up to one year.

To use a preset to filter metrics, complete the following steps:

To display the date filter, click the date.
In the Presets list, select a preset date option.

Date presets

Presets	Description
Current interval	Shows data for the current 30-minute time period.
Today	Shows data for the time period that includes the current interval.
Yesterday	Shows data for the previous day.
This week	Shows data for a Sunday through Saturday time period.
Last week	Shows data for the previous week, Sunday through Saturday.
Previous 7 days	Shows data for the previous seven days.
This month	Shows data for the current month, with no extra days.
This month by week	Shows data for the current calendar month starting on Sunday and ending on Saturday, including extra days if the month does not start on Sunday or end on Saturday.
Last month	Shows data for the previous calendar month with no extra days.
Previous 30 days	Shows data for the previous 30 days.
Previous 3 months	Shows data for the previous three months. For example, Nov 1, 2022 – Jan 31, 2023.
Interval	Shows data for a 30-minute time period.
Day	Shows data for a single 24-hour day.
Week	Shows data for a Sunday through Saturday time period.
Month	Shows data for the exact month with no extra days. If the current month is selected, you can see the data up to the current date.
Month by Week	Shows data for a calendar month starting on Sunday and ending on Saturday, including extra days if the month does not start on Sunday or end on Saturday.

To use a custom date range to filter metrics, complete the following steps:

1. Click the date to display the date filter.
2. Select a start date and an end date on the calendar, and click the filter arrow .

To view data for a different time period using the same date presets, click the arrows on either side of the date display. For example, to view data for the previous day, click the Day preset, and then click the arrow on the left side of the date.

To view data for a different time zone using the same date presets, from the Time zone drop-down menu, select the required time zone. You can create and save reports with the same selected time zone.

Notes:

Only queues that are currently enabled until the selected start date are included in the results, that is, the queues that are already active by the start date. For example, if you select the date range as October 20, 2025 to November 20, 2025, only queues that are already enabled until October 20, 2025 are considered. The queues enabled after October 20, 2025 are excluded.
You can view results only for a year and not older than one year.

Filter queues by KPIClick to expand

To filter queues by KPI, in the top left corner, choose any one of the required KPIs from the KPI drop-down list:

Average Handle Time – To filter the queues in the organization based on the total saved time.
Next Contact Avoidance – To filter the queues in the organization based on the total number of contacts avoided.
Sales Conversion – To filter the queues in the organization based on the total number of sales achieved.
Retention – To filter the queues in the organization based on the total number of customers retained.
Churn – To filter the queues in the organization based on the total number of cancellations.
Sale Value – To filter the queues in the organization based on the total sale value achieved.

Note: By default, the Average Handle Time is selected.

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.

Show and hide media type columnClick to expand

To show or hide media type column:

At the upper right corner of the columns, click the Pick columns Icon included icon. The Add/Remove Column pane appears.
Click the Manage columns tab.
(Optional) To sort the columns in ascending or alphabetical order, click Sort by > Column Name A-Z.
(Optional) To sort the columns in descending or reverse alphabetical order, click Sort by > Column Name Z-A.
(Optional) To categorize or uncategorize the columns, click Sort by and enable or disable the Group by Categories toggle.
Search or scroll to select the media type column.
Note: You can also use keyboard navigation to choose the columns.
Click Save. The media type column appears on the screen.
Note: The column selection appears only after saving the changes and does not apply to the table immediately.

To reorder the columns within the column picker:

At the upper right corner of the columns, click the Pick columns Icon included icon. The Add/Remove Column pane (column picker) appears.
Click the Reorder columns tab.
Click the grid icon of a column, and then drag and drop to reorder it within the column picker.

Note: You can also use keyboard shortcuts to reorder the columns. To reorder the columns using the keyboard, perform the following:

Click to select the grid icon of the column to be reordered, and on the keyboard, press the Spacebar.
To position the column, use the Up or Down arrow keys.
Press the Spacebar. The chosen column is reordered.

To reset a view to default column settings, click Reset view to defaults Icon included.

You can select up to 20 columns.

Filter by queuesClick to expand

To enter names of queues you want to view, click the Filter queue(s) search icon . Enter the name of the queue and select the queue from the search results. You can continue to enter and select additional queues to add to the view.

Filter by selecting multiple queues

You can select multiple queues to filter by.

In the queue's row, select the check box.
Continue selecting queue check boxes to add to filters.
Click Add to filters.

To use the summary row above the queue rows to see the aggregate metrics for multiple queues, search for and select multiple queues. The summary row then shows the aggregate metrics for the selected queues.

Note: The summary row can populate aggregate data for up to 50 queues at once.

View aggregate data

To view aggregate data about a group of selected queues, filter for multiple queues and click View as group. Genesys Cloud displays the Predictive Routing Queue Detail view with aggregate data for the queues that you selected.

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