Source note · Genesys Cloud CX routing and Architect flows
Predictive routing is configured per queue and optimizes one KPI per queue: Average Handle Time and Next contact avoidance are generally available, and Custom KPI is in beta.
Checked 2026-09-24
- Vendor
- Genesys
- Product
- Genesys Cloud CX
- Subsystem
- predictive routing
- Deployment
- multi-tenant
- Region
- not restricted
- Release range
- current as of 2026-09-24
- Checked
- 2026-09-24
Sources
- Predictive routing overview — Genesys · tier 2 current vendor documentation · Predictive routing overview: KPI section
Cite this note
APA
WarmTransfer. (2026, September 24). Genesys Cloud CX routing and Architect flows: source note genesys-cloud-routing-predictive-queue-kpi. WarmTransfer. https://warmtransfer.net/knowledge/claims/genesys-cloud-routing-predictive-queue-kpi
BibTeX
@misc{warmtransfer-claim-genesys-cloud-routing-predictive-queue-kpi,
title = {Genesys Cloud CX routing and Architect flows: source note genesys-cloud-routing-predictive-queue-kpi},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/genesys-cloud-routing-predictive-queue-kpi},
note = {Source note genesys-cloud-routing-predictive-queue-kpi, checked 2026-09-24}
}