Predictive routing overview

Publisher

Genesys

URL

https://help.mypurecloud.com/articles/predictive-routing-overview/

Published

unknown

Updated

unknown

Accessed

2026-09-24

HTTP status

200

License

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

Source notes citing this source

• In its ongoing value-monitoring phase, predictive routing splits traffic 80/20 with baseline routing. in context
• 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. in context

Cite this source record

APA

WarmTransfer. (2026, September 24). Predictive routing overview. WarmTransfer. https://warmtransfer.net/knowledge/sources/genesys-help-predictive-routing-overview

BibTeX

@misc{warmtransfer-genesys-help-predictive-routing-overview,
  title  = {Predictive routing overview},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/genesys-help-predictive-routing-overview},
  note   = {Genesys, accessed 2026-09-24}
}