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|definition=Predictive Routing enables you to use AI to engage customers and predict the best resource for an optimal outcome, report on results, evaluate how well your resources drive desired business outcomes, and use your findings to update the predictive model for retraining and optimize your strategy. | |definition=Predictive Routing enables you to use AI to engage customers and predict the best resource for an optimal outcome, report on results, evaluate how well your resources drive desired business outcomes, and use your findings to update the predictive model for retraining and optimize your strategy. | ||
Latest revision as of 20:50, January 17, 2022
How It Works
Release Notes
Predictive Routing functionality changes are documented in the following Release Notes:
Predictive Routing Release Note for Genesys Multicloud CX- provides model building and training, agent scoring, performance monitoring, the GPR web application, and the GPR API.
Data Loader Release Note- used to upload data automatically from Genesys Info Mart and manually from user-prepared CSV files.
URS Strategy Subroutines Release Note- a set of subroutine files to be incorporated into an existing Routing strategy.
Install and Config
The Deployment and Operations Guide explains how to install and configure the Genesys Predictive Routing (GPR) Data Loader and URS Strategy Subroutines components. The Deployment and Operations Guide contains the following information:
Help File
The Predictive Routing Help explains how to use the GPR web application.