Predictive routing: Workload balancing and reporting FAQs

How does predictive routing impact agent workload?

Predictive routing attempts to assign interactions to the highest scored agents for the selected KPI, which can create workload imbalance. Workload balancing can be enabled as part of the predictive routing assignment to rebalance volume toward other, lower scored agents. 

How does workload balancing work?

Workload balancing uses all agents in a balanced way while still considering the best possible agent to interaction matches. With workload balancing, predictive routing can rescore agents in two ways:

• By agent idle time: agents who have been idle longer are scored higher to receive more calls, while busy agents are scored lower to reduce load.
• By occupancy rate: agents are rescored up or down based on how their recent occupancy compares to threshold values defined by the customer, spreading work evenly across the team.

The trade off: because workload balancing reduces how often the single best agent is chosen, there may be a slight decrease in KPI gains. Best practice is to test with and without workload balancing, for example, two weeks each, to compare impact on KPI optimization results.

Recommended approach: start with the default idle time setting and monitor results. If that does not provide sufficient balance, switch to occupancy based scoring using customer defined thresholds, for example, agent occupancy should stay between 30 percent and 80 percent. 

Will reports be available to see who is getting certain calls, for example, to detect imbalances or training needs?

Yes. The Queue Performance Detail view in Genesys Cloud shows which agents are handling interactions, with metrics such as answered calls, handle time, and transfers. Results can be filtered to the agent level and by time, media type, or skill.

For queues enabled with GPR, this view helps identify how predictive routing distributes calls across agents, detect imbalances, and identify where training or model adjustments may be needed. See Queue Performance Detail view.

In the Interactions report, for interactions routed by predictive routing, the Predictive Agent Selected column lists the agent assigned by predictive routing, while the Predictive Agents Proposed column lists the first five highest scored agents evaluated for interaction assignment.