To activate predictive routing from the queue details page, select Predictive Routing as the routing method, set the KPI and timeout, enable Use for All Queue Interactions, optionally enable Workload Balancing and Skill Matching, configure fallback routing and save.
Checked 2026-09-30
- Vendor
- Genesys
- Product
- Genesys Cloud CX
- Subsystem
- predictive routing
- Deployment
- multi-tenant
- Region
- not restricted
- Release range
- current as of 2026-09-30
- Checked
- 2026-09-30
Sources
- Activate predictive routing on a queue — Genesys · tier 2 current vendor documentation · Activate from the queue details page procedure
Cite this note
APA
WarmTransfer. (2026, September 30). Setting up queues and skills-based routing in Genesys Cloud: source note genesys-cloud-queue-setup-predictive-activate-steps. WarmTransfer. https://warmtransfer.net/knowledge/claims/genesys-cloud-queue-setup-predictive-activate-steps
BibTeX
@misc{warmtransfer-claim-genesys-cloud-queue-setup-predictive-activate-steps,
title = {Setting up queues and skills-based routing in Genesys Cloud: source note genesys-cloud-queue-setup-predictive-activate-steps},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/genesys-cloud-queue-setup-predictive-activate-steps},
note = {Source note genesys-cloud-queue-setup-predictive-activate-steps, checked 2026-09-30}
}