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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.

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

This page was last edited on November 19, 2018, at 19:15.


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