Predictive routing: License and permission requirements FAQs

Is predictive routing available in my Genesys Cloud instance?

Predictive routing is available in GC1, GC2, and GC3 with the AI Experience Bundle. It is included by default in GC4.

What permissions are required to view benefit assessment evaluation results?

A pre-benefit assessment can be run even if predictive routing is not yet enabled. To run one, make sure you have:

• Routing > Assessment > All permissions
• Routing > Key Performance Indicator > View