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Predictive Routing Operational Report

Predictive Routing Operational Report

Use the Predictive Routing Operational Report to track key Genesys Predictive Routing (GPR) operational statistics, including the number of interactions offered and accepted, and metrics that indicate how long interactions waited to be scored, and how long they waited in queue.

This report organizes data on the following tabs:

  • Main

To get a better idea of what this report looks like, view sample output from the report: Sample_Predictive_Routing_Operational_Report.pdf

The following tables explain the prompts, attributes, and metrics used in this report:

Prompt Description
Prompts in the Predictive Routing Operational Report
Pre-set Date Filter Choose a day from the list of preset options. This prompt overrides the Start Date and End Date values. Default: Year to Date.
Start Date Choose the day and time from which to begin collecting data into the report. This prompt has no effect if Pre-set Date Filter is set to anything except None.
End Date Choose the day and time at which to stop collecting data into the report. This prompt has no effect if Pre-set Date Filter is set to anything except None.
Media Type Select one or more media types to include in the report.
Predictor Select one or more predictors to include in the report.
Model Select one or more models to include in the report.
Tenant Select one or more tenants to include in the report.
Attribute Description
Attributes in the Predictive Routing Operational Report
Tenant Enables the organization of data based on the specific tenant or business unit for a customer deployment.
Media Type Enables the organization of data based on the media type of the interaction—for example, VOICE, EMAIL, and CHAT.
Day Enables the organization of data based on the day/date on which the interaction occurred.
Predictor Switch Enables the organization of data based on whether predictive routing is ON or OFF.
Predictor Enables the organization of data based on the identifier for the predictor that was used to request scoring for predictive routing.
Model Enables the organization of data based on the identifier for the model that was used to calculate agent scores for predictive routing.
Metric Description
Metrics in the Predictive Routing Operational Report
Offered Total number of calls offered.
Accepted Total number of calls accepted.
Avg Agent Score The average score, calculated as the sum of all agent scores for agents who handled an interaction routed by GPR, divided by the total number of interactions.
Turnaround Time Average amount of time that interactions waited for predictive routing scoring to be completed. This calculation considers all calls, within the reporting period, that used a given Predictor and Model.
% Error Percentage of active interactions that received a predictive routing error score.
Avg Accept Time The average amount of time (HH:MM:SS) that customers waited before their interactions—distributed from this queue—were accepted by a handling resource.

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This page was last modified on July 23, 2018, at 10:16.