Genesys Cloud - Main

Hi Everyone!

Hoping someone is able to help me out... we recently enabled Predictive Routing on some queues for our organization but when I look in the Predictive Routing report within Analytics Workspace - it only shows 1 queue vs all of the ones that were enabled.

I checked and confirmed that the configuration for Predictive is the same for all queues and from a queue-view perspective, they're all showing Predictive as the Routing Method and the Comparison Test Mode reports for each queue has results, but only the one queue is showing in the Analytics report.

Is anyone having similar issues or knows why this might be happening?

Thanks

Hello Kevin. 

Do all those queues belong to the same division? 

If the queues are in different divisions and you don't have permissions to all of them, only the queues from the divisions you can access will appear.

• Routing > Queue > View
• Routing > Predictor > View
• Routing > Comparison Period > View
• Analytics > Conversation Aggregate > View
• Analytics > Tab Configurations > All Permissions
• Routing > comparisonThroughput > View

I haven't seen similar problems here.

Hi Everyone!

Hoping someone is able to help me out... we recently enabled Predictive Routing on some queues for our organization but when I look in the Predictive Routing report within Analytics Workspace - it only shows 1 queue vs all of the ones that were enabled.

I checked and confirmed that the configuration for Predictive is the same for all queues and from a queue-view perspective, they're all showing Predictive as the Routing Method and the Comparison Test Mode reports for each queue has results, but only the one queue is showing in the Analytics report.

Is anyone having similar issues or knows why this might be happening?

Thanks

Hi Arthur,

The queues are all in the same division and I have all the permissions mentioned.

What's interesting is if I use the UUID for the respective queue names, I can view each queue separately but not in a combined view.

Hello Kevin. 

Do all those queues belong to the same division? 

If the queues are in different divisions and you don't have permissions to all of them, only the queues from the divisions you can access will appear.

• Routing > Queue > View
• Routing > Predictor > View
• Routing > Comparison Period > View
• Analytics > Conversation Aggregate > View
• Analytics > Tab Configurations > All Permissions
• Routing > comparisonThroughput > View

I haven't seen similar problems here.

Hi Everyone!

Hoping someone is able to help me out... we recently enabled Predictive Routing on some queues for our organization but when I look in the Predictive Routing report within Analytics Workspace - it only shows 1 queue vs all of the ones that were enabled.

I checked and confirmed that the configuration for Predictive is the same for all queues and from a queue-view perspective, they're all showing Predictive as the Routing Method and the Comparison Test Mode reports for each queue has results, but only the one queue is showing in the Analytics report.

Is anyone having similar issues or knows why this might be happening?

Thanks

Interesting. 

Have you tried to validate the KPI filter to see if they are showing some data? 

Hi Arthur,

The queues are all in the same division and I have all the permissions mentioned.

What's interesting is if I use the UUID for the respective queue names, I can view each queue separately but not in a combined view.

Hello Kevin. 

Do all those queues belong to the same division? 

If the queues are in different divisions and you don't have permissions to all of them, only the queues from the divisions you can access will appear.

• Routing > Queue > View
• Routing > Predictor > View
• Routing > Comparison Period > View
• Analytics > Conversation Aggregate > View
• Analytics > Tab Configurations > All Permissions
• Routing > comparisonThroughput > View

I haven't seen similar problems here.

Hi Everyone!

Hoping someone is able to help me out... we recently enabled Predictive Routing on some queues for our organization but when I look in the Predictive Routing report within Analytics Workspace - it only shows 1 queue vs all of the ones that were enabled.

I checked and confirmed that the configuration for Predictive is the same for all queues and from a queue-view perspective, they're all showing Predictive as the Routing Method and the Comparison Test Mode reports for each queue has results, but only the one queue is showing in the Analytics report.

Is anyone having similar issues or knows why this might be happening?

Thanks