Genesys Cloud - Main

Is it possible to define a call forwarding rule base on call volume, say if  set 40% call forwarding, then 40% of the call will be diverted to external number (define in the data table); while 60% will remain in Genesys flow.

No specific requirement on the call distribution, it can be something like for every 3 calls, 1 call go to BPO and then 2 calls stay in Genesys; or within 1 hour, 40% call go to BPO and then 60% calls stay in Genesys. 

Apparently this is a very typical business rule for call distribution to BPO and common functionality in many call center platform. I was being challenged when I mentioned I don't see this functionality in Genesys Architect flow. So I would like to seek other expert  opinion whether this requirement can be catered in architect flow (either OOTB or customization). Thanks. 

brgds, Annie

 

#ArchitectureandDesign
#Routing(ACD/IVR)

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annie Ng
Accenture Company Limited
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Hi,
You could use a Data Table and a Data Action to do this.
For example, your Data Table could have 3 columns; Queue Name, PercentToTransfer, NumberTransferred
The NumberTransferred is going to be the controlling column to keep a track on what has been transferred so far. Every time you do a transfer you could use a Data Action with the /api/v2/flows/datatables/{datatableId}/rows/{rowId} API end point to increment the value in NumberTransferred.
You would then do some math against the NumberTransferred and the PercentToTransfer to determine if a call is to be transferred or kept in Genesys Cloud.

This idea couple be manipulated depending on the requirement for call distribution that you require.
 

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Craig Stevenson
Genesys - Employees
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I worked out some Math for you that might help.
Let's say I want to transfer 40% of my calls externally. I have a controlling column in my Data Table and I will add 40 (the percent value) to that value every time a call comes in and when it reaches 100+ I'll transfer the call and reduce the value by 100.

Let me explain with an example, starting with my control column equalling 0:

Call         Control Column Value      Call Transferred (Y/N)
1                           40 (+40)                              N
2                           80 (+40)                              N
3                          120 (+40)                              Y
Here I deduct 100 from the Control Column Value so it is now 20
4                              60 (+40)                            N
5                             100 (+40)                             Y
Here I deduct 100 from the Control Column Value so it is now 0
6                           40 (+40)                              N
7                          80 (+40)                              N
8                           120 (+40)                              Y
Here I deduct 100 from the Control Column Value so it is now 20
9                           60 (+40)                              N
10                          100 (+40)                              Y

If you count the number of Y under Call Transferred the total is 4 which is 40% of the ten calls that came in.
This Math would work with any percentage you give it. The rules for this are quite simple:

• Add the percentage value to the Control Column
• When the Control Column is greater than or equal to 100 perform 2 actions
  - Transfer the call
  - Deduct 100 from the Control Column

Hope this helps,

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Craig Stevenson
Genesys - Employees
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Hi Annie, 

We have done this already for clients of ours that had load balancing in Genesys Engage. We did it using data actions * 2, but we prefer using Azure as there is more control from a supporting side and functionality. 

Kind Regards

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warren beddie
Noralogix PTY (Ltd)
warren@noralogix.com
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Hi Annie,

There is another trick to get this done assuming it doesn't need to be accurate to the call:

With every incoming Interaction check what time it is. Take the last digit. If it's 0-3 send the Interaction to the BPO, otherwise send it to the queue to achieve your 40% forwarding goal. 

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Peter Grothauzen
Genesys - Employees
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Hi Peter,
Thanks, could you please explain bit more or give some example for better understanding.

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annie Ng
Accenture Company Limited
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Original Message:
Sent: 05-28-2021 03:33
From: Peter Grothauzen
Subject: Volume based call forwarding

Hi Annie,

There is another trick to get this done assuming it doesn't need to be accurate to the call:

With every incoming Interaction check what time it is. Take the last digit. If it's 0-3 send the Interaction to the BPO, otherwise send it to the queue to achieve your 40% forwarding goal. 

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Peter Grothauzen
Genesys - Employees
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You would basically be using the current time as a random number generator.
If the last digits are 0,1,2 or 3 (=40% of the time) you would send the Interaction to the BPO.

So if the current time is e.g. 2021-05-28T13:16:00.923Z
The last digit is a 3, so send the Interaction to the BPO.

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Peter Grothauzen
Genesys - Employees
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Original Message:
Sent: 05-28-2021 06:21
From: annie Ng
Subject: Volume based call forwarding

Hi Peter,
Thanks, could you please explain bit more or give some example for better understanding.

------------------------------
annie Ng
Accenture Company Limited
------------------------------


Original Message:
Sent: 05-28-2021 03:33
From: Peter Grothauzen
Subject: Volume based call forwarding

Hi Annie,

There is another trick to get this done assuming it doesn't need to be accurate to the call:

With every incoming Interaction check what time it is. Take the last digit. If it's 0-3 send the Interaction to the BPO, otherwise send it to the queue to achieve your 40% forwarding goal. 

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Peter Grothauzen
Genesys - Employees

Hi Peter , How would this look like in Architect, I am a new to architect and would like to use this for a use case we are investigating.

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Jerry Sileon
KPN B.V.
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Original Message:
Sent: 05-28-2021 06:45
From: Peter Grothauzen
Subject: Volume based call forwarding

You would basically be using the current time as a random number generator.
If the last digits are 0,1,2 or 3 (=40% of the time) you would send the Interaction to the BPO.

So if the current time is e.g. 2021-05-28T13:16:00.923Z
The last digit is a 3, so send the Interaction to the BPO.

------------------------------
Peter Grothauzen
Genesys - Employees
------------------------------


Original Message:
Sent: 05-28-2021 06:21
From: annie Ng
Subject: Volume based call forwarding

Hi Peter,
Thanks, could you please explain bit more or give some example for better understanding.

------------------------------
annie Ng
Accenture Company Limited


Original Message:
Sent: 05-28-2021 03:33
From: Peter Grothauzen
Subject: Volume based call forwarding

Hi Annie,

There is another trick to get this done assuming it doesn't need to be accurate to the call:

With every incoming Interaction check what time it is. Take the last digit. If it's 0-3 send the Interaction to the BPO, otherwise send it to the queue to achieve your 40% forwarding goal. 

------------------------------
Peter Grothauzen
Genesys - Employees