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  • 1.  Count Entered Interactions

    Posted 01-28-2021 08:57
    Edited by Reginald Sheraton 01-28-2021 09:05
    No replies, thread closed.
    hi all,
    Is it possible within Architect to do a total count of interactions entering a Call Flow?
    What i require is for a variable (integer) to be incremented with every call that enters a Call Flow.
    I now this is possible via Flow Outcomes but need this to be assigned to a variable.
    The aim of this is to try to get as close to a 80/20 split of interactions between 2 Queue's as this is not a standard within Cloud Architect.

    So my thinking is as follows:
    Variable: TotalEntered increments with every new interaction

    i will then have a switch performing the below

    Case 1: If TotalEntered =< 8 - Route to Queue A
    Case 2: If TotalEntered =< 10  Will then add a Decision: 
    Yes: If TotalEntered = 10 - Then i will reset TotalEntered to 0 and Route to Queue B
    No: will Route to Queue B

    If anyone knows of a different way to achieve the 80/20 split, please advise
    Thanks in advance
    #Routing(ACD/IVR)

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    Reginald Sheraton
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  • 2.  RE: Count Entered Interactions

    Posted 01-28-2021 11:58
    No replies, thread closed.

    Your TotalEntered variable will only ever equal one.  When a call enters a flow, that instance of the flow doesn't anything at all about any other instance of the flow.

    If you want to use flow outcomes, you can write a data action to fetch the outcome totals.  See     https://help.mypurecloud.com/articles/about-genesys-cloud-data-actions-integration.

    You could create your own database somewhere to keep track of how many calls each queue has, add a web service for it, and use a data action to ask it which queue to send the current call to.  See https://help.mypurecloud.com/articles/about-web-services-data-actions-integration/

    Otherwise use one of the methods already described: https://community.genesys.com/digestviewer29/viewthread?MessageKey=1ae0f18b-2b36-45e2-ac81-b94f48b1f95c&CommunityKey=bab95e9c-6bbe-4a13-8ade-8ec0faf733d4&tab=digestviewer#bm1ae0f18b-2b36-45e2-ac81-b94f48b1f95c



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    Melissa Bailey
    Genesys - Employees
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    Original Message


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