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Percentage routing

  • 1.  Percentage routing

    Posted 01-19-2022 06:53
    Hi,
    We need to implement a solution in which, at the output of a label, calls can be distributed by percentage between a queue and an external DDI. Has anyone implemented something similar?
    Regards
    #ArchitectureandDesign
    #Implementation
    #Integrations
    #PlatformAdministration
    #Routing(ACD/IVR)
    #Unsure/Other

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    Yolanda Valles
    Navarra Tecnología del Software SL
    ------------------------------


  • 2.  RE: Percentage routing

    Posted 01-19-2022 09:56
    I usually have a decision in the call flow to look at the last 2 digits if the current time and use a set variable to set the percentage based on whether the amount from the milliseconds is above or below that amount.  If you really want to get sophisticated, you can write a value to a table and then do statistical analysis on the actual distribution percentage.  Too much math for me!  If a truly random distribution is required, then get a random number from random org and use that as the feed into the decision tool.

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: Percentage routing

    Posted 01-19-2022 10:04
    Thanks Robert.
    The idea is to have a data table with the possible destinations and that these percentages can be modified if necessary.
    Would it be possible to have it this way?
    I have achieved the distribution by percentage between 2 queues, but not when I include an external number.
    Regards

    ------------------------------
    Yolanda Valles
    Navarra Tecnología del Software SL
    ------------------------------



  • 4.  RE: Percentage routing

    Posted 01-19-2022 10:09
    Yes, you could use a switch instead of a decision and do the same logical routing.  Below the switch you can have transfers to ACD or external numbers.  If you need dynamic routing to different numbers then, yes, you could pull that in from a table.

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 5.  RE: Percentage routing

    Posted 01-19-2022 10:15
    And what dimension is used to group the calls to the external number? I have tried with "externalContactId" and it does not give me data.

    ------------------------------
    Yolanda Valles
    Navarra Tecnología del Software SL
    ------------------------------



  • 6.  RE: Percentage routing

    Posted 01-19-2022 10:33
    Wouldn't you just use the Transfer to External Number and put in the external number you want to transfer to?

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 7.  RE: Percentage routing

    Posted 01-19-2022 11:23
    Thanks, I've made progress, now I just have to correct the bad.request :)

    ------------------------------
    Yolanda Valles
    Navarra Tecnología del Software SL
    ------------------------------



  • 8.  RE: Percentage routing

    Posted 01-20-2022 07:27
    Hi Yolanda,

    I have same challenge to implement  call distribution by percentage. I got some ideas but I have not time to put it in practice.

    Basically, my approach is: after receive the call send calls to through a queues, one queue for ACD, second queue for the other ACD or external number. Before send the call to any queue, get number the calls received by each queue, then calculate the proportion of each metric so if one queue is under the desired percentage that will be the queue selected. More or less, is this one idea I has been working. Also, I have other approach is to calculate the probability, in this case, it does not use the queue metrics, but it lead to slight deviation on percentage distribution.

    So far, I have tested both approachs by a simulation on javascript, I have not time to adapt it to architect and it has some bugs to be corrected but it could give you some ideas to implement.

    Hope this helps you.

    ------------------------------
    Saugort García
    Interacciones Inteligentes S.A.
    ------------------------------

    Attachment(s)

    js
    test_derivacion.js   722 B 1 version
    js
    test_derivacion4.js   1 KB 1 version


  • 9.  RE: Percentage routing

    Posted 01-20-2022 10:04
    I like the idea of having a queue just for the transfers with an in-queue flow that transfers out.  That makes it easy to report on in GC.  Instead of your .js script, you could simply call the queue analytics API with a data action and check both of the queues for the volume in any given period and then make the comparison to route.

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 10.  RE: Percentage routing

    Posted 01-21-2022 10:01
    Hi Yolanda,

    We are using a table to determine the percentage of calls to send to the third party and the third party number to send it to.  This lookup is by a Participant Data variable called Call Type-
    We then use a random number generator to generate a number between 00 and 99.  Then it simply follows this logic-
    If the decision point is No, it goes out.  If Yes, we send the call to queue.  So far, it works great...


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    Thanks!

    Bob Shappell
    Avtex Solutions, LLC
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  • 11.  RE: Percentage routing

    Posted 01-25-2022 03:01
    Hi Bob,
    I will analyze all the proposed ideas.
    Regards

    ------------------------------
    Yolanda Valles
    Navarra Tecnología del Software SL
    ------------------------------