Analysis reports: Feature Analysis, Agent Variance

Genesys Predictive Routing (GPR) provides a number of reports within the application interface. These reports analyze data quality, Model quality, expected lift, and other aspects of GPR functionality.

• Reports about scoring, interaction handling, outcomes, and so on are available through the Genesys Reporting solution. See Integrate with Genesys Reporting for more information.

Related documentation:

• How Predictive Routing works

• 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.
• 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.

Important

• Predictive Routing supports report generation that includes up to 250 features (columns).
• For all reports, mandatory fields are marked with an asterisk.