Is it possible to dynamically adjust Predictive Routing confidence weights based on real-time WFM skill proficiency data? We publish schedules weekly in America/Chicago, but routing remains static.
Environment details:
- Genesys Cloud Platform
- WFM Skill Proficiency enabled
- Predictive Routing enabled
We want high-proficiency agents to receive complex IVR calls automatically. Current manual queue assignments feel inefficient. Any API hooks or Architect flow tricks to bridge this gap?