Source note · AI predictive and affinity routing in contact centers
In Genesys Cloud predictive routing each queue optimises only one KPI at a time, and different queues can use different KPIs.
Checked 2026-10-02
- Vendor
- Genesys
- Product
- Genesys Cloud
- Subsystem
- predictive routing
- Deployment
- multi-tenant
- Region
- not restricted
- Release range
- current as of 2026-10-02
- Checked
- 2026-10-02
Sources
- Predictive routing overview — Genesys · tier 2 current vendor documentation · section on supported KPIs
Cite this note
APA
WarmTransfer. (2026, October 2). AI predictive and affinity routing in contact centers: source note predictive-routing-ai-genesys-pr-one-kpi-per-queue. WarmTransfer. https://warmtransfer.net/knowledge/claims/predictive-routing-ai-genesys-pr-one-kpi-per-queue
BibTeX
@misc{warmtransfer-claim-predictive-routing-ai-genesys-pr-one-kpi-per-queue,
title = {AI predictive and affinity routing in contact centers: source note predictive-routing-ai-genesys-pr-one-kpi-per-queue},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/predictive-routing-ai-genesys-pr-one-kpi-per-queue},
note = {Source note predictive-routing-ai-genesys-pr-one-kpi-per-queue, checked 2026-10-02}
}