Genesys Cloud - Main

Is there a function in the IVR/Architect to set a ratio where f.eg. 50% of the customers is transferred to a certain queue in PureCloud and the rest is transferred to a phone number?

There is no function to do that, no. We don't track the number of inbound calls that hit a specific Architect flow in any kind of way you could access.

The closest recommendation I had from anyone was:

"One way which wouldn't guarantee every other call but you could probably get a fairly good distribution would be to have a Decision action with this expression:

(Second(GetCurrentDateTimeUtc()) % 2 ) == 0

And then in the Decision action's Yes output there would be a Transfer to ACD action that transfers to a queue and in the No output you could have a Transfer to Number action."

Hi @Tobias Zackrisson - Another great question / idea. We have "kinda" looked at this. We have, on our longer term roadmap, an enhancement to our external transfers that does a percentage based allocation. This was really to assist the outsourcing market where a company may have multiple outsourcing vendors.

That said we spoke a bit about your question internally today and when we pick up that external transfer portion will give due thought to perhaps some internal transfer support in a similar vein (% to a specific queue or group). 

For the near term, there is no out of the box feature that does it. I heard from services that we have a customer that uses a callout to a webservice to randomize a number and then Architect makes a routing decision based upon the returned value. But that is really more of a workaround at this point. 

Regards,

Thanks for the answer! 

As for now I can set a ratio on the phone number at the vendor. 

But it will be really good when we have it in PureCloud as well. So we can split this on queue instead of whole IVR. 

A very temporary workaround for this could be to create a task with a expression. 

Expression:  If(Right(Call.Ani,1)<toString(4),true,false)

If your phone number ends with <4 = FALSE

If your phone number ends with >3 or less it equals to TRUE

This will not give you a perfect split of contacts but it´s better than nothing.