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In this video @Ludovic Callebaut talks to us about Next Contact Avoidance (NCA) in predictive routing. Administrators can now track and optimize contact center efficiency via the next contact avoidance (NCA) key performance indicator (KPI) in predictive routing. The NCA metric measures the...
In this video I talk about iteraction routing based on predictive scores. Administrators can now route interactions based on predictive scores. This feature ensures that the highest-ranked interaction routes to an available agent, regardless of the interaction wait time. This feature ensures...
In this video, Guru discusses the new feature "Perform a benefit assessment before predictive routing free trial activation" Administrators can now assess the potential benefits of using predictive routing on their queues before they activate the free trial. This feature allows the...
20231206_FeatureReview_CX_AI_Perform a benefit assessment before predictive routing free trial activation_GP.mp4