What changed
Administrators can now run predictive routing benefit assessments for queues that already have predictive routing enabled. The assessment evaluates all available KPIs, including the one the queue currently optimizes for, without disabling the current configuration. The Queues view adds separate Predictive Routing Evaluation and Predictive Routing Performance columns so the latest assessment stays visible after enablement alongside current performance.
Vendor documentation (opens in a new tab)Why it matters
Teams usually pick a predictive routing KPI once and rarely revisit it. Being able to test other KPIs on a live queue gives a low-risk way to check whether the original choice still delivers the most value.
CxCave practical context
Who should care
- Routing administrators
- CX leadership
Implementation considerations
REVIEWRun assessments on enabled queues, compare the potential of alternative KPIs with current performance, and review any switch with operations before changing the optimization target.
CxCave recommendation, not a vendor mandate unless explicitly stated.