Predictive Routing Revenue KPIs

Starts:  Aug 31, 2022 09:00 (ET)
Ends:  Dec 1, 2022 17:00 (ET)
Associated with  Genesys Cloud - Beta HQ
Predictive Routing Revenue KPIs enable interactions routing to the most suitable agent that can increase sales conversion, customer retention and customer satisfaction. This new feature allows the creation of advanced custom KPIs dedicated to improve targeted business outcomes of sales and customer satisfaction. The enabling mechanisms supporting the tracking and measurement of these new custom KPIs will be available in two stages. In the first stage, predictive routing will leverage wrap-up codes that track sales conversion, customer retention and churn. In the second stage, it will leverage external events that track sales, customer retention & churn, and customer satisfaction scores. Those events represent data collected by external tools such as Salesforce that will be ingested via a new bespoke GPR API.