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Predictive Routing: What KPIs improved the most after implementation?

  • 1.  Predictive Routing: What KPIs improved the most after implementation?

    Posted 10 hours ago

    Hi everyone,

    We recently implemented Predictive Routing in our contact center and have already started seeing positive results in matching customers with the most suitable agents.

    While traditional KPIs such as AHT and Service Level are important, I'm especially interested in understanding its impact on the overall customer experience.

    For those who are already using Predictive Routing:

    • What business outcomes have you observed?
    • Which KPIs improved the most?
    • Have you seen any impact on CSAT, FCR, or agent performance?
    • What challenges did you face during implementation or model tuning?
    • If you could start over, what would you do differently?

    I'd love to learn from your experiences and compare best practices across different industries.

    Looking forward to hearing your insights!

    #PredictiveRouting #GenesysCloud #CustomerExperience #AI #ContactCenter #CX


    #PredictiveEngagement/Routing
    #Reporting/Analytics
    #Routing(ACD/IVR)

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    Sanderley Silva De Sousa Lima
    Gerente de Contact Center
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  • 2.  RE: Predictive Routing: What KPIs improved the most after implementation?

    Posted 9 hours ago

    Congratulations on implementing PR,  hopefully the community can provide some valuable information from their experiences with PR



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    Sam Jillard
    Online Community Manager/Moderator
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