Genesys Cloud - Main

How can we split calls between 2 queues without any option on the single inbound number? like 50% calls on "Queue A" and 50% on "Queue B"?

Like,

The First call goes to "Queue A"

The second call goes to "Queue B"

The third Call goes to "Queue A" and so on.

If you want a roughly 50/50 split, use the RandomInt function to split them up.  Since this uses a random number generator, you won't get always get ABABABA..., it could look like AABABBABA...  If you want an exact split, you get to write code somewhere that keeps track of where the previous call went and returns where the next call should go to, then use a data action to invoke from the flow.

How can we split calls between 2 queues without any option on the single inbound number? like 50% calls on "Queue A" and 50% on "Queue B"?

Like,

The First call goes to "Queue A"

The second call goes to "Queue B"

The third Call goes to "Queue A" and so on.

Thanks for your prompt response, Melissa. Appreciate it!

Can I ask you for additional information that how to configure the later part to have an exact split?

I am new to Genesys Cloud coming from a Cisco Contact Center background. This will be of great help.

If you want a roughly 50/50 split, use the RandomInt function to split them up.  Since this uses a random number generator, you won't get always get ABABABA..., it could look like AABABBABA...  If you want an exact split, you get to write code somewhere that keeps track of where the previous call went and returns where the next call should go to, then use a data action to invoke from the flow.

How can we split calls between 2 queues without any option on the single inbound number? like 50% calls on "Queue A" and 50% on "Queue B"?

Like,

The First call goes to "Queue A"

The second call goes to "Queue B"

The third Call goes to "Queue A" and so on.

Thanks for your prompt response, Melissa. Appreciate it!

Can I ask you for additional information that how to configure the later part to have an exact split?

I am new to Genesys Cloud coming from a Cisco Contact Center background. This will be of great help.

If you want a roughly 50/50 split, use the RandomInt function to split them up.  Since this uses a random number generator, you won't get always get ABABABA..., it could look like AABABBABA...  If you want an exact split, you get to write code somewhere that keeps track of where the previous call went and returns where the next call should go to, then use a data action to invoke from the flow.

How can we split calls between 2 queues without any option on the single inbound number? like 50% calls on "Queue A" and 50% on "Queue B"?

Like,

The First call goes to "Queue A"

The second call goes to "Queue B"

The third Call goes to "Queue A" and so on.

Hi Khurshid,
I would suggest to use a datatable: Use /api/v2/flows/datatables/{datatableId}/rows/{rowId} (buld a Action for that) to write a Value and a Data Table Lookup in Flow for read out that value.

Uses a Data Table Lookup in Flow to Check if the value in the datatable is A or B. Route vise versa and write the opposit value to the data table.
Best regards
Christophh

Thanks for your prompt response, Melissa. Appreciate it!

Can I ask you for additional information that how to configure the later part to have an exact split?

I am new to Genesys Cloud coming from a Cisco Contact Center background. This will be of great help.

If you want a roughly 50/50 split, use the RandomInt function to split them up.  Since this uses a random number generator, you won't get always get ABABABA..., it could look like AABABBABA...  If you want an exact split, you get to write code somewhere that keeps track of where the previous call went and returns where the next call should go to, then use a data action to invoke from the flow.

How can we split calls between 2 queues without any option on the single inbound number? like 50% calls on "Queue A" and 50% on "Queue B"?

Like,

The First call goes to "Queue A"

The second call goes to "Queue B"

The third Call goes to "Queue A" and so on.

Thanks, Chris,

Just wondering if we can do that through expressions, something like, if the call count is Odd, go to Q1, and if it is Even then go to Q2?

I need some help with expressing it. 

Maybe the call count based on DNIS or answered on Q, etc.

------------------------------
Khurshid Ali
NCR Corporation

Original Message:
Sent: 07-20-2023 02:46
From: Christoph Domaschke
Subject: How can we split calls between 2 queues without any option on the single inbound number? like 50% calls on "Queue A" and 50% on "Queue B"?

Hi Khurshid,
I would suggest to use a datatable: Use /api/v2/flows/datatables/{datatableId}/rows/{rowId} (buld a Action for that) to write a Value and a Data Table Lookup in Flow for read out that value.

Uses a Data Table Lookup in Flow to Check if the value in the datatable is A or B. Route vise versa and write the opposit value to the data table.
Best regards
Christophh

------------------------------
Christoph Domaschke
CRONBANK AG

Original Message:
Sent: 07-19-2023 10:22
From: Khurshid Ali
Subject: How can we split calls between 2 queues without any option on the single inbound number? like 50% calls on "Queue A" and 50% on "Queue B"?

Thanks for your prompt response, Melissa. Appreciate it!

Can I ask you for additional information that how to configure the later part to have an exact split?

I am new to Genesys Cloud coming from a Cisco Contact Center background. This will be of great help.

------------------------------
Khurshid Ali
NCR Corporation

Original Message:
Sent: 07-19-2023 10:12
From: Melissa Bailey
Subject: How can we split calls between 2 queues without any option on the single inbound number? like 50% calls on "Queue A" and 50% on "Queue B"?

If you want a roughly 50/50 split, use the RandomInt function to split them up.  Since this uses a random number generator, you won't get always get ABABABA..., it could look like AABABBABA...  If you want an exact split, you get to write code somewhere that keeps track of where the previous call went and returns where the next call should go to, then use a data action to invoke from the flow.

------------------------------
Melissa Bailey
Genesys - Employees

Original Message:
Sent: 07-19-2023 03:59
From: Khurshid Ali
Subject: How can we split calls between 2 queues without any option on the single inbound number? like 50% calls on "Queue A" and 50% on "Queue B"?

How can we split calls between 2 queues without any option on the single inbound number? like 50% calls on "Queue A" and 50% on "Queue B"?

Like,

The First call goes to "Queue A"

The second call goes to "Queue B"

The third Call goes to "Queue A" and so on.

#ArchitectureandDesign

------------------------------
Khurshid Ali
------------------------------

What kind of velocity / calls per second are you dealing with here Khurshid? 

Also, how are calls coming in? Through a GC voice number or a BYOC Trunk? 

------------------------------
Dean Thames
Sr. Principal Consultant Cloud CX

Original Message:
Sent: 07-20-2023 05:33
From: Khurshid Ali
Subject: How can we split calls between 2 queues without any option on the single inbound number? like 50% calls on "Queue A" and 50% on "Queue B"?

Thanks, Chris,

Just wondering if we can do that through expressions, something like, if the call count is Odd, go to Q1, and if it is Even then go to Q2?

I need some help with expressing it. 

Maybe the call count based on DNIS or answered on Q, etc.

------------------------------
Khurshid Ali
NCR Corporation

Original Message:
Sent: 07-20-2023 02:46
From: Christoph Domaschke
Subject: How can we split calls between 2 queues without any option on the single inbound number? like 50% calls on "Queue A" and 50% on "Queue B"?

Hi Khurshid,
I would suggest to use a datatable: Use /api/v2/flows/datatables/{datatableId}/rows/{rowId} (buld a Action for that) to write a Value and a Data Table Lookup in Flow for read out that value.

Uses a Data Table Lookup in Flow to Check if the value in the datatable is A or B. Route vise versa and write the opposit value to the data table.
Best regards
Christophh

------------------------------
Christoph Domaschke
CRONBANK AG

Original Message:
Sent: 07-19-2023 10:22
From: Khurshid Ali
Subject: How can we split calls between 2 queues without any option on the single inbound number? like 50% calls on "Queue A" and 50% on "Queue B"?

Thanks for your prompt response, Melissa. Appreciate it!

Can I ask you for additional information that how to configure the later part to have an exact split?

I am new to Genesys Cloud coming from a Cisco Contact Center background. This will be of great help.

------------------------------
Khurshid Ali
NCR Corporation

Original Message:
Sent: 07-19-2023 10:12
From: Melissa Bailey
Subject: How can we split calls between 2 queues without any option on the single inbound number? like 50% calls on "Queue A" and 50% on "Queue B"?

If you want a roughly 50/50 split, use the RandomInt function to split them up.  Since this uses a random number generator, you won't get always get ABABABA..., it could look like AABABBABA...  If you want an exact split, you get to write code somewhere that keeps track of where the previous call went and returns where the next call should go to, then use a data action to invoke from the flow.

------------------------------
Melissa Bailey
Genesys - Employees

Original Message:
Sent: 07-19-2023 03:59
From: Khurshid Ali
Subject: How can we split calls between 2 queues without any option on the single inbound number? like 50% calls on "Queue A" and 50% on "Queue B"?

How can we split calls between 2 queues without any option on the single inbound number? like 50% calls on "Queue A" and 50% on "Queue B"?

Like,

The First call goes to "Queue A"

The second call goes to "Queue B"

The third Call goes to "Queue A" and so on.

#ArchitectureandDesign

------------------------------
Khurshid Ali
------------------------------

Hi Dean, Thanks for your response.

Both the Queues combined get ~1,000 calls/day.  Somewhere around 7-8 CPS during peak hours.

We are using BYOC, ATT-TAO.

Regards.

What kind of velocity / calls per second are you dealing with here Khurshid? 

Also, how are calls coming in? Through a GC voice number or a BYOC Trunk? 

------------------------------
Dean Thames
Sr. Principal Consultant Cloud CX

Original Message:
Sent: 07-20-2023 05:33
From: Khurshid Ali
Subject: How can we split calls between 2 queues without any option on the single inbound number? like 50% calls on "Queue A" and 50% on "Queue B"?

Thanks, Chris,

Just wondering if we can do that through expressions, something like, if the call count is Odd, go to Q1, and if it is Even then go to Q2?

I need some help with expressing it. 

Maybe the call count based on DNIS or answered on Q, etc.

------------------------------
Khurshid Ali
NCR Corporation

Original Message:
Sent: 07-20-2023 02:46
From: Christoph Domaschke
Subject: How can we split calls between 2 queues without any option on the single inbound number? like 50% calls on "Queue A" and 50% on "Queue B"?

Hi Khurshid,
I would suggest to use a datatable: Use /api/v2/flows/datatables/{datatableId}/rows/{rowId} (buld a Action for that) to write a Value and a Data Table Lookup in Flow for read out that value.

Uses a Data Table Lookup in Flow to Check if the value in the datatable is A or B. Route vise versa and write the opposit value to the data table.
Best regards
Christophh

------------------------------
Christoph Domaschke
CRONBANK AG

Original Message:
Sent: 07-19-2023 10:22
From: Khurshid Ali
Subject: How can we split calls between 2 queues without any option on the single inbound number? like 50% calls on "Queue A" and 50% on "Queue B"?

Thanks for your prompt response, Melissa. Appreciate it!

Can I ask you for additional information that how to configure the later part to have an exact split?

I am new to Genesys Cloud coming from a Cisco Contact Center background. This will be of great help.

------------------------------
Khurshid Ali
NCR Corporation

Original Message:
Sent: 07-19-2023 10:12
From: Melissa Bailey
Subject: How can we split calls between 2 queues without any option on the single inbound number? like 50% calls on "Queue A" and 50% on "Queue B"?

If you want a roughly 50/50 split, use the RandomInt function to split them up.  Since this uses a random number generator, you won't get always get ABABABA..., it could look like AABABBABA...  If you want an exact split, you get to write code somewhere that keeps track of where the previous call went and returns where the next call should go to, then use a data action to invoke from the flow.

------------------------------
Melissa Bailey
Genesys - Employees

Original Message:
Sent: 07-19-2023 03:59
From: Khurshid Ali
Subject: How can we split calls between 2 queues without any option on the single inbound number? like 50% calls on "Queue A" and 50% on "Queue B"?

How can we split calls between 2 queues without any option on the single inbound number? like 50% calls on "Queue A" and 50% on "Queue B"?

Like,

The First call goes to "Queue A"

The second call goes to "Queue B"

The third Call goes to "Queue A" and so on.

#ArchitectureandDesign

------------------------------
Khurshid Ali
------------------------------

Hi Dean, Thanks for your response.

Both the Queues combined get ~1,000 calls/day.  Somewhere around 7-8 CPS during peak hours.

We are using BYOC, ATT-TAO.

Regards.

What kind of velocity / calls per second are you dealing with here Khurshid? 

Also, how are calls coming in? Through a GC voice number or a BYOC Trunk? 

------------------------------
Dean Thames
Sr. Principal Consultant Cloud CX

Original Message:
Sent: 07-20-2023 05:33
From: Khurshid Ali
Subject: How can we split calls between 2 queues without any option on the single inbound number? like 50% calls on "Queue A" and 50% on "Queue B"?

Thanks, Chris,

Just wondering if we can do that through expressions, something like, if the call count is Odd, go to Q1, and if it is Even then go to Q2?

I need some help with expressing it. 

Maybe the call count based on DNIS or answered on Q, etc.

------------------------------
Khurshid Ali
NCR Corporation

Original Message:
Sent: 07-20-2023 02:46
From: Christoph Domaschke
Subject: How can we split calls between 2 queues without any option on the single inbound number? like 50% calls on "Queue A" and 50% on "Queue B"?

Hi Khurshid,
I would suggest to use a datatable: Use /api/v2/flows/datatables/{datatableId}/rows/{rowId} (buld a Action for that) to write a Value and a Data Table Lookup in Flow for read out that value.

Uses a Data Table Lookup in Flow to Check if the value in the datatable is A or B. Route vise versa and write the opposit value to the data table.
Best regards
Christophh

------------------------------
Christoph Domaschke
CRONBANK AG

Original Message:
Sent: 07-19-2023 10:22
From: Khurshid Ali
Subject: How can we split calls between 2 queues without any option on the single inbound number? like 50% calls on "Queue A" and 50% on "Queue B"?

Thanks for your prompt response, Melissa. Appreciate it!

Can I ask you for additional information that how to configure the later part to have an exact split?

I am new to Genesys Cloud coming from a Cisco Contact Center background. This will be of great help.

------------------------------
Khurshid Ali
NCR Corporation

Original Message:
Sent: 07-19-2023 10:12
From: Melissa Bailey
Subject: How can we split calls between 2 queues without any option on the single inbound number? like 50% calls on "Queue A" and 50% on "Queue B"?

If you want a roughly 50/50 split, use the RandomInt function to split them up.  Since this uses a random number generator, you won't get always get ABABABA..., it could look like AABABBABA...  If you want an exact split, you get to write code somewhere that keeps track of where the previous call went and returns where the next call should go to, then use a data action to invoke from the flow.

------------------------------
Melissa Bailey
Genesys - Employees

Original Message:
Sent: 07-19-2023 03:59
From: Khurshid Ali
Subject: How can we split calls between 2 queues without any option on the single inbound number? like 50% calls on "Queue A" and 50% on "Queue B"?

How can we split calls between 2 queues without any option on the single inbound number? like 50% calls on "Queue A" and 50% on "Queue B"?

Like,

The First call goes to "Queue A"

The second call goes to "Queue B"

The third Call goes to "Queue A" and so on.

#ArchitectureandDesign

------------------------------
Khurshid Ali
------------------------------

Thanks, Chris,

Just wondering if we can do that through expressions, something like, if the call count is Odd, go to Q1, and if it is Even then go to Q2?

I need some help with expressing it. 

Maybe the call count based on DNIS or answered on Q, etc.

Hi Khurshid,
I would suggest to use a datatable: Use /api/v2/flows/datatables/{datatableId}/rows/{rowId} (buld a Action for that) to write a Value and a Data Table Lookup in Flow for read out that value.

Uses a Data Table Lookup in Flow to Check if the value in the datatable is A or B. Route vise versa and write the opposit value to the data table.
Best regards
Christophh

Thanks for your prompt response, Melissa. Appreciate it!

Can I ask you for additional information that how to configure the later part to have an exact split?

I am new to Genesys Cloud coming from a Cisco Contact Center background. This will be of great help.

If you want a roughly 50/50 split, use the RandomInt function to split them up.  Since this uses a random number generator, you won't get always get ABABABA..., it could look like AABABBABA...  If you want an exact split, you get to write code somewhere that keeps track of where the previous call went and returns where the next call should go to, then use a data action to invoke from the flow.

How can we split calls between 2 queues without any option on the single inbound number? like 50% calls on "Queue A" and 50% on "Queue B"?

Like,

The First call goes to "Queue A"

The second call goes to "Queue B"

The third Call goes to "Queue A" and so on.

How can we split calls between 2 queues without any option on the single inbound number? like 50% calls on "Queue A" and 50% on "Queue B"?

Like,

The First call goes to "Queue A"

The second call goes to "Queue B"

The third Call goes to "Queue A" and so on.

Hi Khurshid,

We featured your question on the latest episode of the Q&A Show. We are actually going to turn our discussion in two parts. The video we published today includes Part 1. So if you (or anyone else) has questions that you would like discussed in Part 2, please reply to this thread! 

If you have an unrelated question for the Above Average Joes that you would like to hear them discuss in our next recording, please reply here.

Hope you enjoy!

Matt

How can we split calls between 2 queues without any option on the single inbound number? like 50% calls on "Queue A" and 50% on "Queue B"?

Like,

The First call goes to "Queue A"

The second call goes to "Queue B"

The third Call goes to "Queue A" and so on.

Hi Khurshid,

We featured your question on the latest episode of the Q&A Show. We are actually going to turn our discussion in two parts. The video we published today includes Part 1. So if you (or anyone else) has questions that you would like discussed in Part 2, please reply to this thread! 

If you have an unrelated question for the Above Average Joes that you would like to hear them discuss in our next recording, please reply here.

Hope you enjoy!

Matt

How can we split calls between 2 queues without any option on the single inbound number? like 50% calls on "Queue A" and 50% on "Queue B"?

Like,

The First call goes to "Queue A"

The second call goes to "Queue B"

The third Call goes to "Queue A" and so on.