Genesys Cloud - Main

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 percentage of customer interactions that do not result in a repeat contact within seven days. This feature helps administrators and supervisors assess whether issues are being resolved on the first contact. Previously, predictive routing focused on optimization with factors such as handle time and sentiment scores. With NCA, administrators now have an additional way to measure and improve resolution rates, helping to ensure a more efficient and customer-friendly contact center experience.

Read more:

• Next contact avoidance
• View predictive routing comparison test results
• Predictive routing queue detail view
• Aha! idea

Release Notes: https://help.mypurecloud.com/releasenote/april-7-2025/

#TAMStudios #FeatureReview #PredictiveRouting #NCA 

Please post any questions or comments below, or email us at TAMStudios@Genesys.com