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  • 1.  genesys predictive routing

    Posted 10-17-2024 03:13
    No replies, thread closed.

    Hi Community,

    How is a new agent handled in Genesys system with Genesys Predictive outing (GPR) enabled for his queue . 

    GPR gives the best agent-interaction match considering many factors and data points gathered . For a new agent , corresponding to whom data is not present the system, how does system assigns interactions ?

    Regards

    Garima.


    #ConversationalAI(Bots,AgentAssist,etc.)
    #Routing(ACD/IVR)

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    Regards
    Garima.
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  • 2.  RE: genesys predictive routing
    Best Answer

    Posted 10-17-2024 04:42
    No replies, thread closed.

    The system will look at the calls they handle in that first day.  Initially, they will probably not be given calls until the better agents are occupied.  The agent will be provided calls at some point and then they are part of the calculations depending on their wrap-up and duration and other factors.  There is no way to pre-populate this data unless you are looking at external metrics.  



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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    Original Message


  • 3.  RE: genesys predictive routing

    Posted 10-17-2024 09:50
    No replies, thread closed.

    I believe new agents are initially assinged a median score for prediction which is later replaced as they begin to take interactions



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    Savino Ricci
    Systems Specialist
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    Original Message


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