This is a list of recurrent questions we hear from customers regarding Predictive Routing. Answers are provided to support better understanding of how predictive routing works. 

We recommend running Benefit assessment to detect the "High potential" queues where there is at least 90 days of historic data for past interactions and more than 4 agents are assigned to the queue.  

Predictive Routing is available in each of the GC offers: GC1, GC2, GC3 if the customer has purchased the AI Experience Bundle. In GC4, predictive routing is included . 

There is the option to run a pre-benefit assessment even if predictive routing is not yet enabled 

Routing > Assessment > All permissions                      Routing > Key Performance Indicator > View 

Depending on the KPI type, the results are available as follow: 

Right now, there is support for the following custom KPIs types (sales conversion, retention, churn and sale value) . This feature is still in beta. Custom KPI resource center article has more information, https://help.mypurecloud.com/articles/custom-kpi-for-predictive-routing/. Standard KPI available is Average Handle Time.   

Predictive routing decisions are based on the predicated agents scoring calculated for each interaction in real time. The AI models use the past interactions, available agent profile, and participant data as inputs for the agents scoring. 

More details here: https://help.mypurecloud.com/articles/use-of-ai-in-predictive-routing/ 

Predictive routing tries to assign the interaction for highest scored agents based on the KPI type. This might cause an imbalance on agents' work i.e. highest scored agents are assigned most interaction. The Workload balance can be enabled as part of predictive routing assignment to rebalance the assignment towards other lower scored agents. More details here https://help.mypurecloud.com/articles/workload-balancing/ 

Customers can inject external data as participant data at runtime routing, these can then be leveraged as features for predictive routing ML models. 

Predictive routing is part of the AI Experience bundle. This is bundle offer a free trial period of 60 days for all included AI product at the start. Also, there are free tokens included monthly for usage. More here https://help.mypurecloud.com/articles/genesys-cloud-ai-experience-tokens-metering-and-pricing/ 

Please add your question to the post if not covered by the listed ones.