Our team has been participating in the Predictive Routing beta, and while I’m seeing some fascinating A/B test results on our sales queues, I feel like I’m hitting a wall when it comes to understanding the underlying ML models.
I’ve read through the standard developer center articles, but I’m looking for deeper technical dives. Are there any good YouTube channels, Medium blogs, or community sites that focus on advanced Genesys Cloud topics? Specifically, I’d love to find content covering AI/ML feature implementations, predictive routing agent scoring mechanisms, and data-driven optimization strategies.
If you are dealing with advanced routing logic, the official Genesys Tech Tutorials YouTube channel is a solid baseline, but it often glosses over the really complex flow architecture patterns.
For deep dives into Architect quirks, expressions, and data tables (which you’ll heavily rely on if you are building fallback logic for your predictive routing), I highly recommend the ‘GC Devs’ community blog. They frequently post breakdowns of complex common modules and secure flows.
Also, don’t sleep on the DevDrop video series. They recently did a 40-minute session purely on optimizing Data Action payloads, which is critical when you start querying external CRMs to feed your routing models.