Genesys Cloud - Main

 View Only

Sign Up

  • 1.  Genesys Predictive rouitng Real-world challenges

    Posted 7 hours ago

    Hi everyone,

    I am a Technical Account Manager at Genesys and I am trying to learn more about the real world issue customers face when deploying Predictive rouitng.

    Would anyone like to share information on how ye planned to use it in your business. For example, what were the objectives and did ye focus on sale queues or service queues?

    Did ye find operational challenges or implementation issues?

    Thanks

    James


    #PredictiveEngagement/Routing

    ------------------------------
    James Brannigan
    Senior Technical Account Manager
    ------------------------------


  • 2.  RE: Genesys Predictive rouitng Real-world challenges

    Posted 7 hours ago

    HI James

    -

    Great question - and honestly, it's good to see a TAM asking this from a real-world angle, because Predictive Routing in Genesys often looks straightforward on paper but behaves very differently in production.

    -

    From what I've seen with customers using Predictive Routing in Genesys:

     - Most begin with sales queues (clear KPIs like conversion/revenue..etc)

     - Service queues come later (CSAT is harder to measure and prove impact)

    -

    Common objectives

    • Sales: improve conversion / match high-value interactions to top agents
    • Service: improve CSAT / reduce transfers or repeats

    -

    Real challenges

     - Data quality (wrap-ups and outcomes are often inconsistent)

     - Low volume (models struggle without enough interactions)

     - Change management (teams don't always trust AI-driven routing)

     - Routing conflicts with existing skill-based or priority logic

    -

    What works well

     - Start small (1–2 high-volume queues)

     - Clean up outcome data first

     - Set expectations: it's probabilistic, not deterministic

     - Measure with trends or A/B, not individual interactions

    -

    Biggest takeaway: Predictive Routing in Genesys Cloud works well when there's good data + enough volume + clear KPIs - otherwise results can be underwhelming.

    -
    Many clients simply say, "I want predictive routing," but they don't have enough volume or even, often, enough agents.
    An analysis is needed to understand which dial mode best suits the operation.

    -
    In my opinion: 

    Predictive: High call volume and large agent teams.

    Progressive: Medium volume, and when you want more control

    Power: good lists (leads good ones) and smaller or more "premium" operations

    -

    In general, power mode almost always is better. << again, this is in my opinion haha



    ------------------------------
    Kaio Oliveira
    GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

    PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
    ------------------------------

    Original Message


Related Content