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.
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Saugort García
Interacciones Inteligentes S.A.
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Original Message:
Sent: 01-19-2022 06:53
From: Yolanda Valles
Subject: Percentage routing
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
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