预测路由队列详细信息视图

平均处理时间（AHT 差异百分比） 

Indicates the percentage difference in the amount of handling time of interactions that routed using predictive routing compared with the amount of handling time of interactions that routed using non-predictive routing methods during the selected time period.

When a queue supports more than one media type, a breakdown of the AHT Difference % per media type appears in addition to the AHT Difference % value. 

AHT 差异百分比与每种媒体类型百分比的总和或平均值不匹配。 

Indicates the difference in the AHT value between the interactions that routed using predictive routing and the interactions that routed without predictive routing, during the selected date range per interaction. This value appears in hours, minutes, and seconds.

AHT 差异值仅针对特定（单个）媒体类型队列显示。

If a queue includes more than one media type, a breakdown of the AHT difference per media type appears. 

表示在所选时间段内使用预测性路径时节省的处理时间。

节省的时间是通过将使用预测路由的总交互次数乘以指定日期范围内的 AHT 差异来计算的。 

When a queue supports more than one media type, a breakdown of the data according to media type also appears below the Time saved table. 

Indicates the total number of interactions that routed with predictive routing, compared with the number handled by other routing methods. 

For example, in the Single media queue image below, 1010 is the total number of interactions that routed with predictive routing, and 2535 is the total number of interactions handled without predictive routing.

When a queue supports more than one media type, a breakdown of the data according to media type also appears.

If the number of interactions of any media type is zero, the total number of interactions differs, as the zero value is not considered for the total.

Displays predictive routing and non-predictive routing volumes for the selected date range in weekly intervals. If Genesys Cloud finds no qualifying agent before predictive routing times out, or if the number of agents in the queue is three or fewer, the interaction routes via standard routing, which is the fallback routing method. For more information about the agent selection process, see the Agent selection process. 

图表中显示的第一周从所选日期范围的第一天开始。 最后一周是完整或部分的一周，具体取决于所选的日期范围。

The Non-Predictive (Timeout/Insufficient Agents) bar represents all the interactions where Genesys Cloud attempted predictive routing but instead used non-predictive routing methods.

此散点图描绘了每周高于或低于零线的 AHT 差异百分比值。

零线上的圆点表示预测性路由与非预测交互作用的 AHT 没有区别。

Positive values above the zero line indicate that interactions routed using predictive routing have, on average, a longer handle time than interactions routed without predictive routing. 

低于零线的值表示使用预测路由选择传送的交互比不使用预测路径传送的交往具有更短的处理时间。 

要查看该特定日期的数据，请将鼠标悬停在图表上其中一个点的上方。 

图表中显示的第一周从所选日期范围的第一天开始。 最后一周是完整或部分的一周，具体取决于所选的日期范围。

Next Contact Avoidance (NCA Difference %) 

Indicates the percentage difference in the number of repeat contact avoided interactions that routed using predictive routing compared with the number of repeat contact avoided interactions that routed using non-predictive routing methods during the selected time period.

When a queue supports more than one media type, a breakdown of the NCA Difference % per media type appears, in addition to the NCA Difference % value. 

The NCA Difference % does not match the sum or average of the % of each media type. 

Indicates the number of repeated contact-avoided interactions when using predictive routing during the selected time period.

The benefit is calculated based on the number of repeated contacts avoided.

When a queue supports more than one media type, a breakdown of the data according to media type also appears below the Benefit table. 

Indicates the total number of interactions that routed with predictive routing compared with the number handled by other routing methods. 

For example, in the Single media queue image below, 27147 is the total number of interactions that routed with predictive routing, and 208 is the total number of interactions handled without predictive routing.

When a queue supports more than one media type, a breakdown of the data according to media type also appears.

If the number of interactions of any media type is zero, the total number of interactions differs, as Genesys Cloud does not consider the zero value for the total.

Displays predictive routing and non-predictive routing volumes for the selected date range in weekly intervals. If Genesys Cloud finds no qualifying agent before predictive routing times out, or if the number of agents on the queue is three or fewer, the interaction routes via standard routing, which is the fallback routing method. For more information about the agent selection process, see the Agent selection process. 

图表中显示的第一周从所选日期范围的第一天开始。 最后一周是完整或部分的一周，具体取决于所选的日期范围。

The Non-Predictive (Timeout/Insufficient Agents) bar represents all the interactions where Genesys Cloud attempted predictive routing but instead used non-predictive routing methods.

This scatter plot depicts weekly NCA Difference % values above or below a zero line.

A dot on the zero line indicates that predictive routing did not make a difference in the NCA of predictive interactions compared with non-predictive interactions.

Positive values above the zero line indicate that predictive routing performance improved. 

Negative values below the zero line indicate that predictive routing is not providing better results than other routing methods.

要查看该特定日期的数据，请将鼠标悬停在图表上其中一个点的上方。 

图表中显示的第一周从所选日期范围的第一天开始。 最后一周是完整或部分的一周，具体取决于所选的日期范围。