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Creating and Interpreting Analysis Reports

Predictive Routing provides the following reports within the application interface:

  • Feature Analysis report: Analyzes how the characteristics and performance of agents and customers affect the metric you are targeting.
  • Agent Variance report: Analyzes how much difference there is among agents for the different business processes they work on. More variance means better opportunities for optimization.
  • Lift Estimation report: Analyzes how much impact Genesys Predictive Routing can have on a selected target metric in the specified environment and circumstances.
  • Model Quality report: Provides an analysis of how well the model is performing.
  • Agent Coverage report: Indicates how many agent models were built, as a function of the total agents available.
This page was last edited on September 11, 2018, at 17:27.


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