Predictive Routing Reports and Dashboards

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This topic is part of the manual Historical Reporting with Genesys CX Insights for version Current of Reporting.

Learn more about how Genesys Predictive Routing (GPR) is used in your contact center, including how GPR impacts customer experience, wait times, issue resolution rates, and other key metrics.

Reports in the Predictive Routing 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