Genesys Cloud - Main

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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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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Great point, San!

In my experience, Predictive Routing can positively impact several KPIs, including AHT, CSAT, and FCR, depending on the business objective selected for the model.

While I've seen improvements in AHT, the most noticeable gains have often been in customer experience, with customers being matched to agents who are more likely to achieve the desired outcome.

One recommendation I'd make is to give the model enough time to learn before evaluating the results. Also, having a well-tuned routing strategy makes a significant difference in the outcomes.

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Lidyane Palmeira
Technical Account Manager
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