Copyright
All Genesys software is © Copyright 2016–2018 Genesys Cloud Services, Inc. All rights reserved.
Complete information about Genesys proprietary intellectual property, including copyrights, can be found here.
Trademarks
Genesys and the Genesys logo are registered trademarks of Genesys Cloud Services, Inc. in the U.S.A. and other countries. Complete information about Genesys proprietary intellectual property, including all trademarks, can be found here.
All other trademarks are the property of their respective owners.
Third Party Software
Genesys follows applicable third-party redistribution policies to the extent that Genesys solutions utilize third-party functionality. Please contact your customer care representative if you have any questions. The following list describes specific third-party code and functionality for this product:
- This product utilizes MongoDB 3.0.5. The corresponding source code is available here: https://www.mongodb.org/.
- NOTICE OF RESTRICTED RIGHTS FOR ORACLE PRODUCTS LICENSED TO THE US GOVERNMENT Oracle Programs delivered to the United States government subject to the DOD FAR Supplement are 'commercial computer software' and use, duplication, and disclosure of the programs, including documentation, shall be subject to the licensing restrictions set forth in the applicable license agreement therefor. Otherwise, Oracle programs delivered subject to the Federal Acquisition Regulations are 'restricted computer software' and use, duplication, and disclosure of the programs, including documentation, shall be subject to the restrictions in FAR 52.227-19, Commercial Computer Software-Restricted Rights (June 1987). Oracle USA, Inc., 500 Oracle Parkway, Redwood City, CA 94065.
Genesys Customer Care links:
Licensing:
- Genesys Licensing Guide
- Licensing section of the Genesys Migration Guide
Information on supported hardware and third-party software is here:
Genesys Predictive Matching
Genesys Predictive Matching draws on accumulated agent and interaction data, enabling you to analyze omnichannel interactions and outcomes and generate models to predict outcomes. From this analysis, combined with machine learning, you can determine the best possible match between waiting interactions and available agents, and then route the interactions accordingly.
In addition, you can report on the predicted versus actual outcomes. The actual outcome is also used to further train the machine-learning model, improving the accuracy of predicted outcomes between similar customer profiles and agent profiles.
In addition, Predictive Matching includes an open REST-API for scoring and for providing feedback, enabling continuous or periodic automated improvement of models.
What's New
FirstQueryEmpty| All 9.x products | 9.x Genesys Predictive Matching Release Notes | ||
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| Product | Component | Latest | Starting |
Documentation
Deployment and Operations Guide
Explains how to deploy Genesys Predictive Matching, enable its features, start, stop, and monitor its condition, and understand its functionality.
Help File
Explains how to use the Genesys Predictive Matching user interface.
Predictive Matching API Reference"> Predictive Matching API Reference
The API Reference for Genesys Predictive Matching.
New Features and Modifications
Records new features and functionality in all 9.0.0 releases, with links to the relevant documentation.
Related Products
More Release Information