Why does this config cause the ai agent to route to queue immediately after a 95% confidence match? the flow logic defines a strict threshold of 0.85 for intent classification. yet, the performance dashboard indicates a spike in handled in metrics for the default fallback queue. the bot transcript shows the intent was identified correctly. is there a conflict with the recent platform update regarding confidence scoring normalization?
Pretty sure the routing logic depends on the action node configuration, not just the intent score. Check if a “Route to Queue” action is explicitly triggered by the high-confidence intent, overriding the fallback threshold.
The action node configuration is the key. Ensure the “Route to Queue” action has a condition checking intent.confidence >= 0.85. Without this, high-confidence matches bypass the threshold logic and trigger default routing.
- Verify action node conditions in Architect
- Check intent confidence variable mapping
- Review fallback queue trigger logic
If you check the docs, they mention that confidence thresholds in Architect are strictly evaluated at the intent node level, not globally. If the routing happens immediately, the threshold logic is likely being bypassed by a direct action trigger.
Cause:
In Zendesk, we used to handle this with conditional triggers that checked ticket tags. In Genesys Cloud, the “Route to Queue” action is an explicit step. If this action is connected directly to the high-confidence intent outcome without a preceding condition node checking intent.confidence >= 0.85, the system treats the intent match as a successful completion of that branch. The global threshold setting you mentioned only applies to fallback logic if no intent is matched above the minimum. Since 95% > 85%, the bot considers the intent resolved and executes the attached action.
Solution:
You need to insert a condition node between the intent classification and the routing action. This ensures the confidence score is validated before any queue transfer occurs.
- Locate the “Route to Queue” action in your flow.
- Disconnect it from the direct intent output.
- Insert a “Condition” node.
- Set the condition to:
intent.confidence >= 0.85. - Connect the “True” path to the Queue action.
- Connect the “False” path to your fallback logic or clarification prompt.
This structure mirrors the way we used to build complex automation rules in Zendesk, where every step had to be explicitly validated. Relying on the global threshold alone is a common migration mistake. The platform expects granular control in Architect. Always verify that your action nodes are gated by the correct confidence variables. This prevents the “spike in handled” metrics from skewing your performance data with low-quality handoffs. Check your flow diagram again to ensure no shortcuts exist.