Genesys Cloud - Main

Hi,

We have a queue which has two agents on it. We'd like to try, as close as possible, to allocate calls to them so one of them gets 69% and the other gets 31%. If one of the agents isn't available then the call can just go to the other (immediately or after a short delay).

Has anyone else had a similar situation before and what way(s) did you solve it?

Obviously it's difficult to be exactly precise as you can't guarantee they'll be On Queue for the same amount of time, etc, but we'd like to aim for those percentages. At the moment we're just using one skill with different priorities but the agent with the higher skill is getting the call 90% of the time.

I was wondering if we could use two different skills and target one 70% of the time and one 30% of the time, and then give them different priorities in each of those skills - but I can't really think how best to do the actual call allocation in the flow. Maybe it's as ugly as something like, getting the current time and if the final digit is 0, 1, 2, 3, 4, 5, 6 then go to skill 1, and if it's 7, 8, 9 then go to skill 2?
#ArchitectureandDesign
#Routing(ACD/IVR)
#Telephony

------------------------------
James Dunn
Pitney Bowes Inc.
------------------------------

Hi James,

The question is often raised about percentage routing distribution across different target types (not only queues). This is why we have developed an add-on product "Routing Manager" that integrates with a ready built architect script allows business users to manage complex routing rules via a business user interface without having to code or touch architect scripts with the advantage of having these changes applied in real time. If you are interested in knowing more about our solution, feel free to reach out.

Technically the solution integrates to architect script via a Data Action that delegates the distribution decision to Routing Manager so that users can have full control of the logic and architect completes then the queuing action as well as any additional logic (like in queue actions after a configurable threshold).


------------------------------
Hichem Agrebi
CC-Expertise Ltd
------------------------------

Original Message:
Sent: 07-21-2022 10:01
From: James Dunn
Subject: Allocating calls between certain agents on a "percentage split"

Hi,

We have a queue which has two agents on it. We'd like to try, as close as possible, to allocate calls to them so one of them gets 69% and the other gets 31%. If one of the agents isn't available then the call can just go to the other (immediately or after a short delay).

Has anyone else had a similar situation before and what way(s) did you solve it?

Obviously it's difficult to be exactly precise as you can't guarantee they'll be On Queue for the same amount of time, etc, but we'd like to aim for those percentages. At the moment we're just using one skill with different priorities but the agent with the higher skill is getting the call 90% of the time.

I was wondering if we could use two different skills and target one 70% of the time and one 30% of the time, and then give them different priorities in each of those skills - but I can't really think how best to do the actual call allocation in the flow. Maybe it's as ugly as something like, getting the current time and if the final digit is 0, 1, 2, 3, 4, 5, 6 then go to skill 1, and if it's 7, 8, 9 then go to skill 2?
#ArchitectureandDesign
#Routing(ACD/IVR)
#Telephony

------------------------------
James Dunn
Pitney Bowes Inc.
------------------------------

Hi James,

You can use the following expression `ToInt(Substring(ToString(Task.currentDatetime),21,2))< 70` on a logical decision block.
Anything in the `yes` path is the 70% split, the `no` path is 30%.
You can now probably use the rand() function as well, but I haven't tested it in production (yet).

Hope that helps!

------------------------------
Bert Barrez
Sedgwick Claims Management Services, Inc.
------------------------------

Original Message:
Sent: 07-21-2022 10:01
From: James Dunn
Subject: Allocating calls between certain agents on a "percentage split"

Hi,

We have a queue which has two agents on it. We'd like to try, as close as possible, to allocate calls to them so one of them gets 69% and the other gets 31%. If one of the agents isn't available then the call can just go to the other (immediately or after a short delay).

Has anyone else had a similar situation before and what way(s) did you solve it?

Obviously it's difficult to be exactly precise as you can't guarantee they'll be On Queue for the same amount of time, etc, but we'd like to aim for those percentages. At the moment we're just using one skill with different priorities but the agent with the higher skill is getting the call 90% of the time.

I was wondering if we could use two different skills and target one 70% of the time and one 30% of the time, and then give them different priorities in each of those skills - but I can't really think how best to do the actual call allocation in the flow. Maybe it's as ugly as something like, getting the current time and if the final digit is 0, 1, 2, 3, 4, 5, 6 then go to skill 1, and if it's 7, 8, 9 then go to skill 2?
#ArchitectureandDesign
#Routing(ACD/IVR)
#Telephony

------------------------------
James Dunn
Pitney Bowes Inc.
------------------------------

Hi James,
you can also use RandomInt(59) which provides an output to make any routing decision.
the advantage of RandomInt() is that if you have multiple calls arriving at the same time, the value you get will be different for each of them compared to the DateTime function.
keep in mind both time based percentage and random numbers are not providing perfect split.

------------------------------
Fariborz Fassihianifard
Genesys - Employees
------------------------------

Original Message:
Sent: 07-25-2022 05:17
From: Bert Barrez
Subject: Allocating calls between certain agents on a "percentage split"

Hi James,

You can use the following expression `ToInt(Substring(ToString(Task.currentDatetime),21,2))< 70` on a logical decision block.
Anything in the `yes` path is the 70% split, the `no` path is 30%.
You can now probably use the rand() function as well, but I haven't tested it in production (yet).

Hope that helps!

------------------------------
Bert Barrez
Sedgwick Claims Management Services, Inc.

Original Message:
Sent: 07-21-2022 10:01
From: James Dunn
Subject: Allocating calls between certain agents on a "percentage split"

Hi,

We have a queue which has two agents on it. We'd like to try, as close as possible, to allocate calls to them so one of them gets 69% and the other gets 31%. If one of the agents isn't available then the call can just go to the other (immediately or after a short delay).

Has anyone else had a similar situation before and what way(s) did you solve it?

Obviously it's difficult to be exactly precise as you can't guarantee they'll be On Queue for the same amount of time, etc, but we'd like to aim for those percentages. At the moment we're just using one skill with different priorities but the agent with the higher skill is getting the call 90% of the time.

I was wondering if we could use two different skills and target one 70% of the time and one 30% of the time, and then give them different priorities in each of those skills - but I can't really think how best to do the actual call allocation in the flow. Maybe it's as ugly as something like, getting the current time and if the final digit is 0, 1, 2, 3, 4, 5, 6 then go to skill 1, and if it's 7, 8, 9 then go to skill 2?
#ArchitectureandDesign
#Routing(ACD/IVR)
#Telephony

------------------------------
James Dunn
Pitney Bowes Inc.
------------------------------

Thanks all for your answers. I implemented with the time-based checking but I think I'll move to RandomInt at some point as it's more likely to be a better solution.

Thank you.

------------------------------
James Dunn
Pitney Bowes Inc.
------------------------------

Original Message:
Sent: 07-26-2022 05:25
From: Fariborz Fassihianifard
Subject: Allocating calls between certain agents on a "percentage split"

Hi James,
you can also use RandomInt(59) which provides an output to make any routing decision.
the advantage of RandomInt() is that if you have multiple calls arriving at the same time, the value you get will be different for each of them compared to the DateTime function.
keep in mind both time based percentage and random numbers are not providing perfect split.

------------------------------
Fariborz Fassihianifard
Genesys - Employees

Original Message:
Sent: 07-25-2022 05:17
From: Bert Barrez
Subject: Allocating calls between certain agents on a "percentage split"

Hi James,

You can use the following expression `ToInt(Substring(ToString(Task.currentDatetime),21,2))< 70` on a logical decision block.
Anything in the `yes` path is the 70% split, the `no` path is 30%.
You can now probably use the rand() function as well, but I haven't tested it in production (yet).

Hope that helps!

------------------------------
Bert Barrez
Sedgwick Claims Management Services, Inc.

Original Message:
Sent: 07-21-2022 10:01
From: James Dunn
Subject: Allocating calls between certain agents on a "percentage split"

Hi,

We have a queue which has two agents on it. We'd like to try, as close as possible, to allocate calls to them so one of them gets 69% and the other gets 31%. If one of the agents isn't available then the call can just go to the other (immediately or after a short delay).

Has anyone else had a similar situation before and what way(s) did you solve it?

Obviously it's difficult to be exactly precise as you can't guarantee they'll be On Queue for the same amount of time, etc, but we'd like to aim for those percentages. At the moment we're just using one skill with different priorities but the agent with the higher skill is getting the call 90% of the time.

I was wondering if we could use two different skills and target one 70% of the time and one 30% of the time, and then give them different priorities in each of those skills - but I can't really think how best to do the actual call allocation in the flow. Maybe it's as ugly as something like, getting the current time and if the final digit is 0, 1, 2, 3, 4, 5, 6 then go to skill 1, and if it's 7, 8, 9 then go to skill 2?
#ArchitectureandDesign
#Routing(ACD/IVR)
#Telephony

------------------------------
James Dunn
Pitney Bowes Inc.
------------------------------

Hi James,

If you have an organizaton/account in AWS, Google Cloud or Microsoft Azure you could use lambda or Google functions or Azure functions or just deploy a small webservice REST, from Genesys Cloud Architect you just call a data action and call this webservice. The webservice will could just receive the current number of calls delivered to each target, and required percentage distribution, then the webservice will just calculate the target according to the distribution given.

Unfortunately, Genesys Cloud Architect does not offer yet a native tool to distribute by percentage, the most nearest function in Architect is random() and randomint() but if you need a more deterministic or distribute over several targets you should consider develop a deploy a webservice and use data actions.

Regards
SG


------------------------------
Saugort Garcia
Interacciones Inteligentes S.A.
------------------------------

Original Message:
Sent: 07-21-2022 10:01
From: James Dunn
Subject: Allocating calls between certain agents on a "percentage split"

Hi,

We have a queue which has two agents on it. We'd like to try, as close as possible, to allocate calls to them so one of them gets 69% and the other gets 31%. If one of the agents isn't available then the call can just go to the other (immediately or after a short delay).

Has anyone else had a similar situation before and what way(s) did you solve it?

Obviously it's difficult to be exactly precise as you can't guarantee they'll be On Queue for the same amount of time, etc, but we'd like to aim for those percentages. At the moment we're just using one skill with different priorities but the agent with the higher skill is getting the call 90% of the time.

I was wondering if we could use two different skills and target one 70% of the time and one 30% of the time, and then give them different priorities in each of those skills - but I can't really think how best to do the actual call allocation in the flow. Maybe it's as ugly as something like, getting the current time and if the final digit is 0, 1, 2, 3, 4, 5, 6 then go to skill 1, and if it's 7, 8, 9 then go to skill 2?
#ArchitectureandDesign
#Routing(ACD/IVR)
#Telephony

------------------------------
James Dunn
Pitney Bowes Inc.
------------------------------