Data requirements for predictive routing

Publisher

Genesys

URL

https://help.mypurecloud.com/articles/data-requirements-for-predictive-routing/

Published

unknown

Updated

unknown

Accessed

2026-10-02

HTTP status

200

License

Copyright Genesys; all rights reserved; no-redistribution; short excerpts and locators only

Source notes citing this source

• Genesys Cloud predictive routing uses a data source only if its volume meets a minimum threshold; the thresholds are set at organisation level, are not editable by customers and are updated by Genesys, and their values are not published. in context
• Genesys predictive routing considers agent profile data only if it is populated for more than 50 percent of the agents working on queues with predictive routing enabled. in context
• The agent profile fields Genesys lists for predictive routing are hire date, department, certifications, employee type, user skill and user language. in context

Cite this source record

APA

WarmTransfer. (2026, October 2). Data requirements for predictive routing. WarmTransfer. https://warmtransfer.net/knowledge/sources/genesys-help-pr-data-requirements

BibTeX

@misc{warmtransfer-genesys-help-pr-data-requirements,
  title  = {Data requirements for predictive routing},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/genesys-help-pr-data-requirements},
  note   = {Genesys, accessed 2026-10-02}
}