Genesys Predictive Routing

Note: Not all changes listed below may pertain to your deployment.

• November 15, 2019 (9.0.016.00)
• Known Issues

November 15, 2019 (9.0.016.00)

What's New

Initial release

• Predictive Routing AI Core Services, which includes the following functionality, is now available in the Genesys Cloud:
  • Predictors and Models
  • Agent Scoring
  • Analysis Reports (the Lift Estimation Report, the Feature Analysis Report, the Agent Variance Report)
  • The Predictive Routing application
  • The Predictive Routing API

Consult the following documentation for help using the Core Platform functions:

• Predictive Routing Help
• Predictive Routing API Reference

Use of AI Core Services requires on-premises components as well. Consult the following documentation for information about these components:

• Predictive Routing Deployment and Operations Guide
• Data Loader Release Note
• URS Strategy Subroutines Release Note

Known Issues

• Scoring requests to AI Core Services cannot include more than 1,000 agents.