Predictive Routing Reports and Dashboards

Important

This content may not be the latest Genesys Engage cloud content. To find the latest content, go to the latest documentation for Predictive Routing reports and dashboards.

This page describes reports and dashboards you can use to learn more about how Genesys Predictive Routing (GPR) is used in your contact center, including information about how it impacts customer experience, wait times, issue resolution rates, and other key metrics. Reports in the Predictive folder are ready-to-use, but as always, can be modified to suit your specific business needs.

Important

Some CX Insights reports can return empty data if they depend on a solution that is not deployed for you, or is not available in the cloud. For example, this applies to reports and dashboards in the Chat, Chat bot, and Predictive Routing folders.

About Predictive Routing reports and dashboards

The following reports and dashboards are available in the CX Insights > Predictive Routing folder:

• Predictive Routing - AHT & Queue Dashboard
• Predictive Routing - Model Efficiency Dashboard
• Predictive Routing A/B Testing Report
• Predictive Routing Agent Occupancy Dashboard
• Predictive Routing Detail Report
• Predictive Routing Operational Report
• Predictive Routing Queue Statistics Report