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You can distribute incoming contacts to allocation groups based on percentages
that you specify. For example, you might have multiple contact centers or teams
that have varying levels of expertise. Using allocation groups, you could
specify that team 1 gets 60% of incoming calls for a queue, while team 2 gets
40% of incoming calls for that queue. Another use case for allocation groups is
directing a contractually mandated amount of traffic to a third-party support
team.
You can configure a timer for how long an incoming contact can sit in an
allocation group of a queue. If the timer expires and the incoming contact
remains unanswered, then the incoming contact becomes available to all
allocation groups of the queue. You can apply timers globally or at the queue
level.
Configure allocation groups
To configure allocation groups, follow these steps:
In the CCAI Platform portal, click Settings > Queue. If you don't
see the Settings menu, click menuMenu.
Click Edit / View for IVR (Interactive Voice Response), Mobile,
or Web, depending on the channel you want.
Click the queue that you want to edit.
In the Settings pane, go to Channel Settings.
For Human Agents, click Edit Human Agent Assignments.
Click Percent Allocation Group
To configure Allocation Group 1, do the following:
For Allocation Group 1, enter the percentage of incoming contacts
that you want to allocate to this group.
To add the teams or agents that you want in this group, follow these
steps:
In the Enter agent or team name field, enter a team or an agent
that you want in this group. As you type, a list of valid team names
or agent names appears.
Click the team or agent that you want. The team or agent that you
click resolves in the field.
Optional: To add more teams or agents, repeat these steps.
To add Allocation Group 2, do the following:
Click Add New Allocation Group.
For Allocation Group 2, enter the percentage of incoming contacts
that you want to allocate to this group.
To add the teams or agents that you want in this group, follow these
steps:
In the Enter agent or team name field, enter a team or an agent
that you want in this group. As you type, a list of valid team names
or agent names appears.
Click the team or agent that you want. The team or agent that you
click resolves in the field.
Optional: To add more teams or agents, repeat these steps.
Optional: to add more allocation groups, repeat these steps.
Click Save.
Set an allocation group timer globally
To set an allocation group timer globally, follow these steps:
In the CCAI Platform portal, click Settings > Operation
Management. If you don't see the Settings menu, click menuMenu, and then click Settings
> Operation Management.
In the General pane, go to Group Settings.
Click the Percent Allocation Group toggle to the on position.
Under Percent Allocation Group, set the number of seconds after
which all groups are offered the call.
Click Save General.
Set an allocation group timer at the queue level
To set an allocation group timer at the queue level, follow these
steps:
In the CCAI Platform portal, click Settings > Queue. If you don't
see the Settings menu, click menuMenu, and then click Settings > Queue.
Depending on the type of queue you are editing, click either IVR
(Interactive Voice Response), Mobile, or Web.
Click the queue that you want to edit.
In the Settings pane for your queue, go to the Routing
section, and then click Configure.
Click the Percent Allocation Group Timer toggle to the on position.
Under Percent Allocation Group Timer, set the number of seconds after
which all groups are offered the call.
Click Save.
Routing details
Call routing rules apply to groups first based on percentages that you set.
Example: Two groups are set up for a queue, Group 1 (60%) and Group 2
(40%).
60% of calls will be routed to Group 1.
40% of calls will be routed to Group 2.
Percent allocation is the first leg of the call routing journey. After a
group is chosen based on the percent, then calls are routed using the
Deltacast and Multicast settings you have configured.
After percent allocation
Depending on your call routing settings, the following might take place
after the initial percent allocation of incoming traffic occurs:
Example 1: Deltacast Timeout is before the Percent Allocation timeout.
The call gets routed to the longest-idle agent in the chosen group
(Deltacast)
If the agent does not pick up the call before the assigned Deltacast timeout
the call will stay in the Deltacast queue and broadcast to the rest of the
selected group for the duration of the percent allocation timer.
If none of the agents from the selected group pick up the call and
the setting is enabled, the call will then be Multicast to all groups.
Example 2: Deltacast Timeout is after the Percent Allocation timeout.
The call gets routed to the longest-idle agent in the chosen group
(Deltacast).
If the agent does not pick up the call before the assigned Deltacast timeout
set in Operation Management it will stay in the Deltacast queue and
broadcast to the longest idle agent of each group assigned to the
queue for the duration of the Deltacast timer.
If none of the Deltacast agents from the assigned groups pick up the
call, the call will be Multicast to all members of all groups.
Example 3: Deltacast is not enabled.
The call will be Multicast to all agents assigned to the selected
group.
If none of the agents pick up the call before the configured
timeout, the call is then broadcast to all members of all assigned
groups.
Example 4: Percent Allocation > Routing Options is not enabled.
The call gets Deltacast or Multicast as configured within the assigned
group.
The call is not broadcast to any other groups assigned to the queue.
[[["Easy to understand","easyToUnderstand","thumb-up"],["Solved my problem","solvedMyProblem","thumb-up"],["Other","otherUp","thumb-up"]],[["Hard to understand","hardToUnderstand","thumb-down"],["Incorrect information or sample code","incorrectInformationOrSampleCode","thumb-down"],["Missing the information/samples I need","missingTheInformationSamplesINeed","thumb-down"],["Other","otherDown","thumb-down"]],["Last updated 2025-08-25 UTC."],[[["\u003cp\u003eAllocation groups allow for the distribution of incoming contacts to different teams or contact centers based on specified percentages, like routing 60% of calls to one team and 40% to another.\u003c/p\u003e\n"],["\u003cp\u003eA timer can be configured to dictate how long a contact waits within an allocation group before it becomes available to all groups, either globally or at the queue level.\u003c/p\u003e\n"],["\u003cp\u003eAfter an initial allocation group is chosen based on percentage, calls are routed within that group via Deltacast or Multicast settings, and if unanswered, can be broadcast to all groups.\u003c/p\u003e\n"],["\u003cp\u003eIf an agent is a member of multiple groups within the same queue, they will receive calls based on the highest priority group they belong to.\u003c/p\u003e\n"],["\u003cp\u003eThe Percent Allocation setting has a timer setting, but if not enabled it will not broadcast to any other groups.\u003c/p\u003e\n"]]],[],null,["# Configure percent allocation\n\nYou can distribute incoming contacts to allocation groups based on percentages\nthat you specify. For example, you might have multiple contact centers or teams\nthat have varying levels of expertise. Using allocation groups, you could\nspecify that team 1 gets 60% of incoming calls for a queue, while team 2 gets\n40% of incoming calls for that queue. Another use case for allocation groups is\ndirecting a contractually mandated amount of traffic to a third-party support\nteam.\n\nYou can configure a timer for how long an incoming contact can sit in an\nallocation group of a queue. If the timer expires and the incoming contact\nremains unanswered, then the incoming contact becomes available to all\nallocation groups of the queue. You can apply timers globally or at the queue\nlevel.\n\nConfigure allocation groups\n---------------------------\n\nTo configure allocation groups, follow these steps:\n\n1. In the CCAI Platform portal, click **Settings \\\u003e Queue** . If you don't\n see the **Settings** menu, click menu\n **Menu**.\n\n2. Click **Edit / View** for **IVR (Interactive Voice Response)** , **Mobile** ,\n or **Web**, depending on the channel you want.\n\n3. Click the queue that you want to edit.\n\n4. In the **Settings** pane, go to **Channel Settings**.\n\n5. For **Human Agents** , click **Edit Human Agent Assignments**.\n\n6. Click **Percent Allocation Group**\n\n7. To configure **Allocation Group 1**, do the following:\n\n 1. For **Allocation Group 1**, enter the percentage of incoming contacts\n that you want to allocate to this group.\n\n 2. To add the teams or agents that you want in this group, follow these\n steps:\n\n 1. In the **Enter agent or team name** field, enter a team or an agent\n that you want in this group. As you type, a list of valid team names\n or agent names appears.\n\n 2. Click the team or agent that you want. The team or agent that you\n click resolves in the field.\n\n 3. Optional: To add more teams or agents, repeat these steps.\n\n8. To add **Allocation Group 2**, do the following:\n\n 1. Click **Add New Allocation Group**.\n\n 2. For **Allocation Group 2**, enter the percentage of incoming contacts\n that you want to allocate to this group.\n\n 3. To add the teams or agents that you want in this group, follow these\n steps:\n\n 1. In the **Enter agent or team name** field, enter a team or an agent\n that you want in this group. As you type, a list of valid team names\n or agent names appears.\n\n 2. Click the team or agent that you want. The team or agent that you\n click resolves in the field.\n\n 3. Optional: To add more teams or agents, repeat these steps.\n\n 4. Optional: to add more allocation groups, repeat these steps.\n\n9. Click **Save**.\n\nSet an allocation group timer globally\n--------------------------------------\n\nTo set an allocation group timer globally, follow these steps:\n\n1. In the CCAI Platform portal, click **Settings \\\u003e Operation\n Management** . If you don't see the **Settings** menu, click menu **Menu** , and then click **Settings\n \\\u003e Operation Management**.\n\n2. In the **General** pane, go to **Group Settings**.\n\n3. Click the **Percent Allocation Group** toggle to the on position.\n\n4. Under **Percent Allocation Group**, set the number of seconds after\n which all groups are offered the call.\n\n5. Click **Save General**.\n\nSet an allocation group timer at the queue level\n------------------------------------------------\n\nTo set an allocation group timer at the queue level, follow these\nsteps:\n\n1. In the CCAI Platform portal, click **Settings \\\u003e Queue** . If you don't\n see the **Settings** menu, click menu\n **Menu** , and then click **Settings \\\u003e Queue**.\n\n2. Depending on the type of queue you are editing, click either **IVR\n (Interactive Voice Response)** , **Mobile** , or **Web**.\n\n3. Click the queue that you want to edit.\n\n4. In the **Settings** pane for your queue, go to the **Routing**\n section, and then click **Configure**.\n\n5. Click the **Percent Allocation Group Timer** toggle to the on position.\n\n6. Under **Percent Allocation Group Timer**, set the number of seconds after\n which all groups are offered the call.\n\n7. Click **Save**.\n\nRouting details\n---------------\n\nCall routing rules apply to groups first based on percentages that you set.\n\nExample: Two groups are set up for a queue, Group 1 (60%) and Group 2\n(40%).\n\n- 60% of calls will be routed to Group 1.\n\n- 40% of calls will be routed to Group 2.\n\nPercent allocation is the first leg of the call routing journey. After a\ngroup is chosen based on the percent, then calls are routed using the\nDeltacast and Multicast settings you have configured.\n\n### After percent allocation\n\nDepending on your call routing settings, the following might take place\nafter the initial percent allocation of incoming traffic occurs:\n\n**Example 1** : *Deltacast Timeout* is before the *Percent Allocation* timeout.\n\n- The call gets routed to the longest-idle agent in the chosen group\n (Deltacast)\n\n- If the agent does not pick up the call before the assigned Deltacast timeout\n the call will stay in the Deltacast queue and broadcast to the rest of the\n selected group for the duration of the percent allocation timer.\n\n- If none of the agents from the selected group pick up the call and\n the setting is enabled, the call will then be Multicast to all groups.\n\n**Example 2** : *Deltacast Timeout* is after the *Percent Allocation* timeout.\n\n- The call gets routed to the longest-idle agent in the chosen group\n (Deltacast).\n\n- If the agent does not pick up the call before the assigned Deltacast timeout\n set in Operation Management it will stay in the Deltacast queue and\n broadcast to the longest idle agent of each group assigned to the\n queue for the duration of the Deltacast timer.\n\n- If none of the Deltacast agents from the assigned groups pick up the\n call, the call will be Multicast to all members of all groups.\n\n**Example 3**: Deltacast is not enabled.\n\n- The call will be Multicast to all agents assigned to the selected\n group.\n\n- If none of the agents pick up the call before the configured\n timeout, the call is then broadcast to all members of all assigned\n groups.\n\n**Example 4** : **Percent Allocation \\\u003e Routing Options** is not enabled.\n\n- The call gets Deltacast or Multicast as configured within the assigned\n group.\n\n- The call is not broadcast to any other groups assigned to the queue.\n\n| **Note:** If an agent is assigned to multiple groups in the same queue, they will receive calls based on the highest priority group they are a member of."]]