Source Genesys Predictive Routing - Product differentiators (seismic.com)
Genesys predictive routing assesses c100 data points internal to GC in it's machine learning, from which it assesses the viability and routing criteria for using predictive routing over standard / bullseye routing. We have a requirement to add additional data from an external source, in this scenario an agent fills out a form during their shift and the output from this form could be for example true/false, which will add to the routing decision to either pass to the agent or not.
Question
Can we utilise data points external to GC to form those routing indices and how real-time is the impact of an input to the data.
Can we query for example an order management system and determine an agents bookings value and sales returns ratio to grade their sales proficiency for a particular sales enquiry whilst the call is in progress or does this need to be done retrospectively as a batch process?
The scoring process externally would be ongoing during their shift and will determine their empathy for the next customer interaction?
Can this be achieved as I cannot see specific references to Predictive Routing in the dev pages.
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Simon Fear
Sabio Ltd
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