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  • 1.  Missing queues from Predictive Routing report in Analytics Workspace

    Posted 2 days ago

    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


    #Reporting/Analytics
    #Routing(ACD/IVR)

    ------------------------------
    Kevin Eng
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  • 2.  RE: Missing queues from Predictive Routing report in Analytics Workspace

    Posted 2 days ago

    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.



    ------------------------------
    Arthur Pereira Reinoldes
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    Original Message


  • 3.  RE: Missing queues from Predictive Routing report in Analytics Workspace

    Posted 2 days ago

    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.



    ------------------------------
    Kevin Eng
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    Original Message


  • 4.  RE: Missing queues from Predictive Routing report in Analytics Workspace

    Posted 2 days ago

    Interesting. 

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



    ------------------------------
    Arthur Pereira Reinoldes
    ------------------------------

    Original Message


  • 5.  RE: Missing queues from Predictive Routing report in Analytics Workspace
    Best Answer

    Posted yesterday

    So what's funny is for today, all the queues show up. I'll log a support ticket and have Genesys investigate since they were all activated at the same time and also had results.



    ------------------------------
    Kevin Eng
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    Original Message


  • 6.  RE: Missing queues from Predictive Routing report in Analytics Workspace

    Posted 18 hours ago

    That´s great.

    Please, share the case result. I think that´s curious; it will be valuable if it happens for someone



    ------------------------------
    Arthur Pereira Reinoldes
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    Original Message


  • 7.  RE: Missing queues from Predictive Routing report in Analytics Workspace

    Posted 11 hours ago

    Hi Kevin, glad it resolved itself. It's definitely worth having Genesys investigate. What you likely ran into is a data timing and volume issue rather than a configuration problem.

    Both KPIs have data requirements before queues surface in the report. Predictive routing requires sufficient data volume for the machine learning model to train on, and if the volume does not meet the minimum threshold, the model simply will not use the available data. For AHT, this depends on interaction volume, queue timeout settings, and how long the queue has been actively routing. Lower volume queues take longer to accumulate enough data for the model to generate results, regardless of configuration. 

    For Next Contact Avoidance, the first results only appear after the 7-day lookup period and are not fully accurate until 8 more processing days after that, so NCA queues can take close to two weeks before showing meaningful data, no matter what. 

    The fact that everything showed up overnight suggests the model finished its initial training pass, which lines up with how the processing phase works. Would be curious what Genesys comes back with on the support case.



    ------------------------------
    Chris Rodriguez
    Contact Center System Administrator
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    Original Message


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