We are implementing Predictive Routing across our global contact centers to maximize first call resolution rates. Our leadership expects a 15 percent improvement in AHT within the first quarter. However, we are experiencing inconsistent skill assignment during peak hours. The system seems to ignore routing rules defined in version 2024.3. I need to know if there is a known conflict between Skill-Based Routing and Predictive Routing in our specific deployment environment. We are running on AWS us-east-1 with the latest build numbers for both Cloud Portal and API endpoints. Please advise on best practices for validating routing logic before going live.
This sounds like a latency issue rather than a configuration error. Predictive Routing requires sub-100ms round trip times for real-time scoring to function correctly during high volume. We had similar issues last year where the routing engine timed out because agents were on unstable wireless connections in remote locations.
Run a traceroute from the agent endpoints to api.us-east-1.genesyscloud.com. Check for packet loss between hops.
If latency exceeds 150ms consistently, the scoring algorithm drops candidates and falls back to simple FIFO. Verify QoS settings on your edge routers prioritize SIP signaling traffic over data bursts.
Check the POST request payload sent to /routing/v2/preferences. If you are using custom data actions to update routing preferences dynamically, ensure the schema matches the v2 specification exactly. A missing field in the JSON body often causes the engine to ignore the entire preference set silently.
We use a Python script to validate these payloads before deployment. Also verify that the Contact Center ID is included in every request header.
Compliance logs show several failed attempts due to malformed JSON structures in recent updates.
The configuration was inherited from a previous vendor six months ago without documentation. I think we might have enabled Predictive Routing alongside the legacy ruleset by accident. There is a lot of old routing logic in place from previous vendors.
I am not sure if the new version overrides the old one completely or if they run in parallel causing conflicts. The dashboard shows some skills are active but others show zero activity during peak times.
I think we need to review the full list of active routing rules and disable anything older than 2023. Next step involves checking the audit logs for who changed these settings last month.