We are excited to announce the beta program for Predictive Routing Revenue KPIs. This feature will enable revenue KPIs optimisation for your organisation where interactions will be routed to the most suitable agent that can increase sales conversion and customer retention. Your organisation will be able to define advanced custom KPIs dedicated to improving your strategic business outcomes such as sales and customer satisfaction.
The enabling mechanisms supporting the tracking and measurement of these new custom KPIs will be available in two stages. In the first stage, predictive routing will leverage wrap-up codes that track sales conversion, customer retention and churn. In the second stage, it will leverage external events that track sales, customer retention & churn, and customer satisfaction scores. Those events are data collected by external tools such as Salesforce that will be ingested via a new bespoke GPR API.
The beta program is open to all organizations interested in predictive routing. Your organization will need to activate GPR which is available as an addOn in the appFoundry.
Please note that there is no charge for this feature. The GPR activation will start the trial period for the efficiency KPIs i.e AHT and Transfer%. This trial period goes for 90 days.
If you are interested, please complete this Beta form. As usual, we expect active participation when signing up for the beta program, so that we can collect meaningful feedback from you before the improvement goes GA. We look forward to hearing from you!
Sr. Product Manager, GPR
Genesys - Employees