Source note · AI predictive and affinity routing in contact centers
Genesys Cloud defines Standard ACD routing as routing interactions to the next available agent while considering skills according to the evaluation method, which is the skills-based baseline predictive routing is compared against.
Checked 2026-10-02
Routes interactions to the next available agent. Considers skills as specified by the evaluation method.
- Vendor
- Genesys
- Product
- Genesys Cloud
- Subsystem
- routing methods
- Deployment
- multi-tenant
- Region
- not restricted
- Release range
- current as of 2026-10-02
- Checked
- 2026-10-02
Sources
- Routing and evaluation methods — Genesys · tier 2 current vendor documentation · Routing methods list, Standard
Cite this note
APA
WarmTransfer. (2026, October 2). AI predictive and affinity routing in contact centers: source note predictive-routing-ai-genesys-standard-acd-definition. WarmTransfer. https://warmtransfer.net/knowledge/claims/predictive-routing-ai-genesys-standard-acd-definition
BibTeX
@misc{warmtransfer-claim-predictive-routing-ai-genesys-standard-acd-definition,
title = {AI predictive and affinity routing in contact centers: source note predictive-routing-ai-genesys-standard-acd-definition},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/predictive-routing-ai-genesys-standard-acd-definition},
note = {Source note predictive-routing-ai-genesys-standard-acd-definition, checked 2026-10-02}
}