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Hi 👋

According to this documentation Optional sources of data for predictive routing - Genesys Cloud Resource Center

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Optional sources of data for predictive routing - Genesys Cloud Resource Center Genesys Cloud's predictive routing can leverage additional data like web surveys, sentiment analysis, external contacts, agent profiles, and participant data to improve routing decisions. Mentioning optional data sources like employment info, certifications, skills, and participant attributes with low cardinality string values helps achieve better results. View this on Genesys Cloud Resource Center >

The participants data will be available for predictive routing only if most of the conversations have the attribute.

Could someone please clarify what percentage or volume is needed for custom attribute in participant's data for it to affect the predictive routing. 

 

#Routing(ACD/IVR)

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Sergey Sokur
Lead Engineer
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Hello Flemming, 

While our documentation doesn't specify an exact percentage it states that attributes should all be attached to "all or most" of the conversations. If an attribute is only present in a small volume of interactions, predictive routing will not use that data for routing decisions. 

Its recommended to aim to consistently include the attribute across your conversations. 

Cheers, 

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Cameron
Online Community Manager/Moderator
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