Revenue KPI optimization for predictive routing

AI-generated summary

Genesys Cloud enables organizations to optimize revenue KPIs for predictive routing through wrap-up codes and outcomes-based tracking mechanisms that leverage machine learning to intelligently route interactions to agents most likely to achieve desired business outcomes. The platform supports two KPI configuration approaches: wrap-up code-based KPIs using internal codes such as "Sale successful" or "Subscription renewed," and outcome-based KPIs utilizing pre-configured outcome types (Sales conversion, Customer retention, Customer churn, and Sales value) with external data uploaded via the Outcome Attributions API. Revenue KPIs operate as organization-level metrics applicable across all divisions and queues, with configuration requiring creation of a named KPI, generation of a KPI ID, and use of the External Attribution API to associate interaction and agent performance data with revenue outcomes. Attribution data is uniquely defined by the combination of KPI ID, conversation ID, and agent ID, with each combination supporting only a single attribution record; the system does not support multiple attributions or corrections for identical combinations. Model training and prediction accuracy improve through periodic data uploads, with daily or weekly uploads recommended as optimal practice. New custom KPIs become operational within 24-48 hours after data upload, while wrap-up code-based KPIs require sufficient interaction volume to function effectively. Outcome-based KPIs are best suited for specialized queues focused on specific business objectives with consistent interaction types, as broad support queues with diverse interaction types provide less reliable training data and prediction accuracy. Organizations can conduct benefit assessments to determine KPI suitability for specific queues before activation, execute comparison tests to measure value through metrics demonstrating actual sales conversions, customer retention, and churn prevention, and activate predictive routing upon queue activation. When a queue's KPI is changed to a different metric type, all historical performance reports display only the currently configured KPI regardless of the selected reporting period, potentially resulting in blank reports for periods when a different KPI was active. The platform requires attribution data sourced from external systems such as CRM, billing, sales, or customer retention platforms to indicate whether desired results were achieved and identify the handling agent.

Feature coming soon

Revenue KPI optimization enables Predictive Routing to optimize the following business metrics (also known as KPI types):

Sales conversion KPI type – Helps you maximize the sales conversion of an organization.
Customer retention KPI type – Helps you maximize the number of customers who continue business with the organization.
Customer churn KPI type – Churn indicates the number of existing customers who intend to discontinue business with the organization. Helps you minimize customer churn.
Sales value KPI type – Available only for revenue KPIs tracked with business metrics. Helps you maximize the sales value of an organization.

To optimize for these results, Genesys Cloud requires data that indicates whether the desired results was achieved and the agent who handled the interaction. Often, this data resides in external systems such as CRM, billing, sales, or customer retention platforms. When the KPI data is managed outside Genesys Cloud, use the External Attribution API to associate the result with the appropriate interaction and agent. Predictive Routing uses this information to identify agents who consistently achieve the desired results and improve future routing decisions.

For example, if the selected KPI is Sales conversion, Genesys Cloud must receive data that identifies the interaction that resulted in a sale and the agent who handled that interaction. If the selected KPI is Customer retention or Customer churn, Genesys Cloud must receive data that identifies which agent interaction helped retain the customer or reduce the likelihood of churn.

When creating a revenue KPI, select the KPI type that represents the business results you want to optimize and then the external attribution method used to provide KPI data to Genesys Cloud. After configuration, the KPI is available for Predictive Routing benefit assessments and queue activation.

Example: Configure customer retention KPI

The following example explains how a revenue KPI can be configured for customer churn reduction:

Create a new revenue KPI using external attribution as the tracking mechanism.
Name the KPI, for example, Credit Card Customer Retention.
From the Revenue KPI page, open the new KPI and save the auto-generated KPI ID.
Use the External attributions API to send Genesys Cloud the required data for interactions where an agent contributed to retaining a customer.
Include the KPI ID saved in the previous step so the attribution data is associated with the correct revenue KPI.
Run a Predictive Routing benefit assessment for the queues where this KPI may be used.
If the assessment indicates that the KPI is suitable for the queue, select the KPI during queue activation.
After activation, Predictive Routing uses the KPI data to route eligible interactions to agents predicted to perform best for that specific revenue goal.

After activation, Predictive Routing uses the KPI data to route interactions to agents predicted to achieve retention.

Considerations

Revenue KPIs are at the organization level. All divisions and queues in the organization can use the KPIs defined.
Revenue KPIs are most effective for queues focused on a specific business objective, such as sales, renewals, retention, or churn reduction. Queues with consistent interaction types provide better training data and prediction accuracy. Avoid using broad support queues that handle many unrelated interaction types.
Attribution data is associated with the interaction and agent identified in the External Attribution API request.
Each attribution record must be unique for the combination of KPI ID, Conversation ID, and Agent ID.
The External Attribution API does not support multiple attributions or corrections for the same KPI ID, Conversation ID, and Agent ID combination.
Genesys Cloud uses external attribution data to score agent performance against the selected revenue KPI and apply those signals when selecting the best available agent for future interactions.
Attribution is associated to the interaction linked to the agent as reported by the events injected via the External Attribution API. Each attribution is uniquely defined by the combination of KPI ID, conversation ID, and agent Id. The API does not support multiple attributions for the same combination, and does not support readjustments of corrections based on injecting the same event.
Genesys recommends a periodic upload of data to ensure better model training and prediction accuracy. The recommended frequency is once a day, or, at the minimum, once a week.
You can use the revenue KPIs to perform a benefit assessment on your queue, activate predictive routing, run a comparison test, and evaluate the ongoing value.
You can view the benefit of the predictive routing with revenue KPIs from the comparison test results pane. Depending on the KPI set, the Benefit pane lists the actual number of sales conversion, number of customers retained, or number of customers that were prevented from leaving the service.
If you change the existing KPI of a queue to a different KPI (for example, from average handle time to revenue KPI), all performance reports display metrics only for the currently configured KPI. This is regardless of the period you choose for reports. For example, if you choose to view reports for the last three months after changing the queue KPI, and the queue used a different KPI during that period, the reports page on Genesys Cloud reports a blank report.

[NEXT] Was this article helpful?

Get user feedback about articles.