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Thanks for posting - great to get this feedback. A few comments on this from my side.
>> How do i really know that my handle time went down due to predictive routing or if we just had a good week?
Per https://help.mypurecloud.com/articles/test-predictive-routing-for-your-queues/, we usually recommend that the comparison test run for at least two weeks to get enough data to be statistically significant, though you may need more at low volumes. This is the reason we have a 90 day free trial, for you to run long enough to give confidence that there's enough data to achieve a valid comparison.
On your point on wait time:
And on the timeout in general:
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