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

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

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

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

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. 

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

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. 

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

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. 

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