Predictive routing benefit assessment

AI-generated summary

Genesys Cloud's predictive routing benefit assessment evaluates optimization potential across key performance indicators (KPIs) and individual queues without impacting current operations or incurring costs. The assessment operates organization-wide initially, then on a queue-by-queue basis for subsequent evaluations, displaying potential improvements through high (green) or low (yellow) optimization indicators. Access to the benefit assessment requires permissions under Routing > Assessment and Routing > Key Performance Indicator – View. The platform performs comprehensive validation checks for each queue, including verification of minimum interaction thresholds (45 days with daily interactions and at least 900 total inbound interactions within the most recent 90-day period), assessment of KPI optimization potential (average handle time exceeding 180 seconds and custom KPI values above 2 percent), and confirmation of sufficient agent performance variation. Users access the assessment through Menu > User Management > Queues, where a "Learn More" link initiates the organization-level evaluation, with the Predictive Routing Evaluation column displaying processing status. The assessment results indicate optimization potential per queue, with low-potential queues remaining eligible for activation despite demonstrating less benefit than high-potential alternatives. When queues contain multiple media types with different optimization results, the assessment displays only the highest potential outcome. Genesys Cloud creates and tests AI models to predict agent performance; if tests fail, the system cannot accurately predict performance based on available data, though this may change as queue conditions evolve. Next steps depend on AI Experience token availability. Users with existing tokens can proceed directly to routing comparison testing or activation, while those without tokens must purchase them through AppFoundry. Users can rerun assessments via the Queue Benefit Assessment pane and access detailed KPI-specific results by clicking the Optimization Potential link. The workflow concludes with options to either run a comparison test or activate predictive routing on the selected queue. Queue settings and current operations remain unaffected during assessment execution.

PrerequisitesClick to expand

The benefit assessment evaluates the potential for improvement per key performance indicator (KPI), per queue. The assessment directs you to the queues and KPIs that promise the best results. If a queue contains different media types with different optimization potential results, the benefit assessment displays only the result with the highest optimization potential.

Considerations

Running a benefit assessment does not change any queue settings or impact current queue operations in any way.
- Running a benefit assessment incurs no cost. To view your bill and verify that there are no charges, navigate to the Subscriptions page.
- Running a benefit assessment does not require a product subscription.
The benefit assessment runs on all queues for which you have permissions. Filtering the queue list does not affect which queues are included in the benefit assessment. For example, if you filter the view to show only the queues in a selected division, the benefit assessment still evaluates all queues you have permissions to view.
After you run a benefit assessment for an organization, the Learn More link no longer appears in the Predictive Routing Evaluation column header.

Start a benefit assessment

The following video shows you the steps to run a benefit assessment. The written procedure follows the video.

Click Menu > User Management > Queues.
The Queue list page opens. If you have not run benefit assessment in your organization yet, the Predictive Routing Evaluation column displays a Learn More link. If you already ran benefit assessment, you see the Run Queues Evaluation option.
Click Learn More/Run Queues Evaluation to start the benefit assessment for all queues configured in your Genesys Cloud account.
If you are running benefit assessment for the first time, the Optimize Routing with AI side pane opens. Understand the various phases of predictive routing and click Start Evaluation. The pane closes and the Predictive Routing Evalxuation column on the Queues page shows a Processing label on each queue.
If you already ran benefit assessment, predictive routing begins processing benefit assessment for all queues in your organization. This assessment includes the queues that already have predictive routing enabled, including comparison test mode.
Note: The processing time varies depending on the number of queues and the conversations within each queue. A benefit assessment can take a few hours to complete.
- To run a benefit assessment for all queues, every queue’s previous assessment must be more than seven days old. If a single queue was evaluated within the last seven days, you cannot run the assessment for all queues. In such a case, click the optimization potential result for individual queues, and then click Re-run Assessment .
- Genesys Cloud removes benefit assessments results that are more than six months old. To run individual benefit assessment for the queue, click Start Evaluation.
To view updated status information, refresh the Queues page.
- A green icon indicates high optimization potential. If more than one KPI exists for the queue, click the result to open the Queue Benefit Assessment pane and view the KPI-wise optimization potential. It also lists the factors used to assess each KPI for its optimization potential. This detailed breakdown enables you to see where data is inadequate or missing, opening the potential for better results based on other data.
- A yellow icon indicates low optimization potential.
To view the status of queues that already have predictive routing enabled, click the linked result in the Predictive Routing Performance column.
To rerun the benefit assessment for a queue, click the Optimization Potential link in the Predictive Routing Evaluation column, and then from the Queue Benefit Assessment pane, click the Re-run Assessment icon.
The options in the next step depend on whether you have purchased AI Experience tokens earlier:
- If you have not purchased the AI Experience tokens – Click Purchase AI Experience Tokens. The option redirects you to AppFoundry, where you can purchase AI Experience tokens. After your purchase is processed, return to the Queues window, click Learn More in the Predictive Routing Evaluation column. See Next steps (at the end of this article) to proceed.
- If you have purchased the AI Experience tokens – Click Start Routing Comparison Test or Activate Predictive Routing. See Next steps (at the end of this article) to proceed.

If you create a new queue after initially running a benefit assessment, a Start Evaluation link appears in the Predictive Routing Evaluation column for the new queue. Click this link to run a benefit assessment on the new queue.

Understanding your benefit assessment results

Genesys Cloud runs various checks for each predictive routing KPI, such as the following:

Whether there are enough inbound interactions for the most recent 90 days. For robust results, each assessed queue must each have the following minimum numbers of interactions in the most recent 90-day period:
- 45 days within the required 90-day period having at least one inbound interaction recorded per day.
- At least 900 inbound interactions in total.

Whether the current KPI values show potential for optimization:
- Average handle time is greater than 180 seconds. Calls shorter than 180 seconds generally have a lower potential for optimization.
- The revenue KPI value is above two percent for the queue.
Sufficient variation in agent performance on the queue to allow for predictive routing to provide benefit.

Whether AI model tests succeed:
- If the checks listed previously are successful, predictive routing creates an AI model and tests it. If these tests fail, it means that, based on the currently available data, predictive routing cannot accurately predict agent performance. This behavior can change over time as queue conditions – such as volume, type of workload, and number of agents – change.

You can activate predictive routing on a queue that shows low optimization potential. However, the results are likely to show less benefit from predictive routing than you can expect from queues assessed to have high potential.

Next steps

To run a comparison test, click Test Predictive Routing.
To activate predictive routing on the selected queue, click Turn on Predictive Routing.

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