Percent allocation groups

Percent allocation groups let you to specify the percentage of calls or chats that each group assigned to a queue receives.

For example, a support operation might have multiple contact centers or teams that have varying levels of expertise. An administrator could specify that Team 1 gets 60% of incoming calls for a queue, while Team 2 gets 40% of incoming calls for that queue. Percent allocation groups can help direct a contractually mandated amount of traffic to a third-party support team.

Configure percent allocation for a group globally

To configure percent allocation for a group globally, follow these steps:

  1. In the CCAI Platform portal, click Settings > Operation Management. If you don't see the Settings menu, click Menu, and then click Settings > Operation Management.

  2. In the General pane, go to Group Settings.

  3. Click the Percent Allocation Group toggle to the on position.

  4. Under Percent Allocation Group, set the number of seconds after which all groups are offered the call.

  5. Click Save General.

Configure percent allocation for a group at the queue level

To configure percent allocation for a group at the queue level, follow these steps:

  1. In the CCAI Platform portal, click Settings > Queue. If you don't see the Settings menu, click Menu, and then click Settings > Queue.

  2. Depending on the type of queue you are editing, click either IVR (Interactive Voice Response), Mobile, or Web.

  3. Click the queue that you want to edit.

  4. In the Settings pane for your queue, go to the Routing section, and then click Configure.

  5. Click the Percent Allocation Group Timer toggle to the on position.

  6. Under Percent Allocation Group Timer, set the number of seconds after which all groups are offered the call.

  7. 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.