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Route to agents to maximise revenue, retention, CSAT outcomes

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  • 1.  Route to agents to maximise revenue, retention, CSAT outcomes

    Posted 11-05-2021 05:03
    Edited by Matt Lawson 11-17-2021 09:10
    No replies, thread closed.

    Are you interested in routing to agents most likely to positively impact NPS, revenue per call, or churn?

    Today, Predictive Routing routes each customer to the agent predicted to perform best on Genesys Cloud operational metrics like Handle Time and Transfer Rate.  We're currently working on supporting the optimisation of outcome metrics which are traditionally tracked outside of Genesys Cloud, which could include Sales or CSAT data.  If you'd like to know more, or would like to express an interest in a future beta program for this feature, please drop a comment below.


    #Roadmap/NewFeatures
    #Routing(ACD/IVR)

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    David Farrell
    Genesys - Employees
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