Predictive routing: KPI and queue configuration FAQs

Can we optimize for other KPIs than AHT with predictive routing?

Besides the standard AHT KPI, GPR supports revenue KPIs. Revenue KPIs include sales conversion, customer retention, customer churn, and sales value. Standard service KPIs include Average Handle Time (AHT) and Next Contact Avoidance (NCA). 

For more information about revenue KPIs, see Revenue KPIs for Predictive Routing.

How can I establish a baseline for Next Contact Avoidance (NCA) optimization?

Unlike average handle time (AHT), Genesys Cloud does not currently provide queue-level NCA data that you can use to establish a baseline before enabling GPR. The Channel Insights dashboard in the Analytics workspace provides NCA data at the organization level by media type.

Genesys recommends running a benefit assessment to determine whether a queue is a good candidate for NCA optimization. Currently, there is no standalone queue-level data available to compare NCA performance before and after GPR optimization.

Can predictive routing improve average speed of answer (ASA) as well as AHT?

Predictive routing optimizes AHT (Average Handle Time) as a KPI and not average speed of answer (ASA). However, your ASA may change either way as a result of AHT. 

How the ASA may improve: When predictive routing lowers AHT on a queue, agents free up faster, resulting in lower wait times. So ASA can improve as a byproduct of efficiency gains.

How the ASA may fall: When predictive routing briefly holds an interaction to wait for a better matched agent before opening it up to the wider pool. That short hold can make an individual wait slightly longer than standard routing would.

To avoid longer wait times to find the right agent, you configure a timeout routing method. This helps cut the waiting period. Genesys recommends that you run benefit assessment on queues to know the value of predictive routing on those queues. Queues with fewer agents or lower volume feel the hold time more than the capacity gains.

Does predictive routing consider an agent’s AHT across queues or only within a given queue?

When ranking eligible agents for an interaction, predictive routing contextualizes the AHT of the agent within the specific queue. Predictive routing does not consider an agent’s historical AHT across other queues that the agent serves.

What type of queue is best suited for Predictive Routing?

To know which queue can be best optimized with predictive routing, we recommend running a benefit assessment on the queues. Benefit assessment identifies queues with a high potential for optimization. Before you run benefit assessment, Genesys recommends that your queues have the following:

• At least 90 days of historical interaction data
• More than four agents assigned to the queue

Does predictive routing support outbound?

Predictive routing is only available for inbound queues.

How does the timeout setting affect predictive routing for a queue?

The timeout setting specifies how long Genesys Cloud attempts to route an interaction using predictive scores before it uses the backup standard routing option.

During the timeout period, predictive routing initially prioritizes the highest-scoring agents. If these agents are unavailable, it progressively expands the pool to include lower-scoring eligible agents. More of the timeout period is allocated to higher-scoring agents. Genesys Cloud waits approximately 25% of the timeout period for the agents with the highest score; it distributes the remaining period across the other agent score ranges, gradually reducing the time in each range. 

For example, with a 20-second timeout, predictive routing uses the following approximate score ranges:

If the timeout expires before an agent is selected, Genesys Cloud routes the interaction using the standard routing method.

What is the minimum timeout setting supported for predictive routing?

The minimum predictive routing timeout is 12 seconds. You can configure the timeout between 12 seconds and 259,200 seconds.