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 that customer interactions are handled by the best-suited available agents, which leads to improved outcomes and more effective use of AI routing. 

Read more:

• Agent selection process

Release Notes: https://help.mypurecloud.com/releasenote/august-26-2024/

#TAMStudios #FeatureReview #PredictiveRouting