Predictive Routing scoring anomaly during peak Chicago shift

Genesys Cloud Routing
1

Can anyone clarify why Predictive Routing scores drop to zero for agents with high proficiency during our 9 AM CT lunch rush? We are using the latest WFM integration.

  1. Schedule adherence hits 95%.
  2. Agents are available in PureCloud.
  3. Routing engine assigns them a 0% match score.

Is this a known threshold conflict or a config error in the skill weighting matrix?

2

It depends, but generally…

  • Check if the skill weights in Genesys Cloud match your Zendesk ticket tags.
  • Ensure the WFM integration syncs availability status correctly.
  • Verify that agents are not in a “Do Not Disturb” state from another channel.
  • Review the routing configuration for any conflicting skill requirements during peak hours.