CXone Predictive Behavioral Routing(PBR) is an AI-powered, smart routing solution that pairs contacts with agents who have had the best results handling contacts with a similar behavioral profile. Your organization identifies a KPIKey Performance Indicator, an established metric used to measure agent performance. (such as average handle time) to use as the target metric that is most important for a given skill. The PBR predictive algorithm makes the agent selection in order to optimize for that target metric.
The ability to use a known customer’s behavioral profile, along with advanced predictive algorithms and the agent’s performance history, results in the best possible contact/agent connection. PBR is an optional offering that can only be used with inbound phone skills.
For more information on putting CXone Predictive Behavioral Routing to work for your organization, click here or speak to your NICE inContact representative.