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  • 1.  Predictive routing affected abandon report

    Posted 07-23-2025 04:24
    No replies, thread closed.

    Does anyone know how to resolve this issue? We have several queues that have been enabled for predictive routing, which causes Genesys to hold calls for up to 30 seconds. However, sometimes customers hang up before Genesys decides which agent to assign the call to, resulting in an abandonment. The queue administrators are unhappy with this situation because it negatively impacts the abandonment rate indicators, even though agents were ready to take the call during that time.
    We cannot change the short abandonment configuration because only some of our queues use predictive routing, while many others do not. I'm struggling to find a solution that provides a fair abandonment indicator for both standard and predictive routing queues.

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    #PerformanceViews

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    AlexGoh
    Intel Corporation
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  • 2.  RE: Predictive routing affected abandon report

    Posted 07-28-2025 05:03
    No replies, thread closed.

    Hi Alex,

    Have you considered lowering the timeout for predictive routing: Configure timeout for predictive routing

    It will be a bit of a balancing act to find the correct timeout and keep the benefits of predictive routing.  Its also worth taking into account that some customers will just abandon as soon as they hear hold music



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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  • 3.  RE: Predictive routing affected abandon report
    Best Answer

    Posted 07-29-2025 04:53
    No replies, thread closed.

    Your ASA is 33 sec, and average wait if 32s. What did you put the timeout to on Predictive routing?

    GPR will traget the best agent(s) for the period that you have set in that time out. Once that expires it will follow the time our routing settings and target any agent that is available.



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    Hermina Cosic
    Senior Solution Architect
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