How to dynamically change the value in percentage Node of ICM

[dharmendra.bhavsar]

Hi Team,

I am trying to do some automation on percentage based routing in Cisco UCCE ICM Script, basically at present I have to manually change the percentage value against each branch defined under connection defined in that node. I am trying to do some automation of that values by means of some variables or some DB query.

Thanks & Regards

Dharmendra

[bill.king1]

There are a couple ways you could do this, depending on how many branches you have, like with IF nodes checking if it is above the percent or not as far as call type calls offered. There are a couple ways this has come up before, here's one previous post for instance.
https://community.cisco.com/t5/contact-center/custom-percent-allocation/td-p/1039155 
Please rate helpful posts.

[dharmendra.bhavsar]

Hey Thanks for the insights, can you help me how to assign Global.Variable in "% allocation" node.

[bill.king1]

You can't, like I mentioned you can accomplish that via other ways, like using an IF node to segment out the traffic based on your global variable.

[dharmendra.bhavsar]

Hi Bill,

Sorry for asking silly question but I have to route the call to 4 different BPOs and each BPO is supposed to handle 10 different types of calls.

saying that I have total 10 different type of calls to be routed as per the percentage allocated to each BPO. This percentage keep changing multiple times a day hence was looking for some dynamic allocation based on DB lookup.

I have tried to be demonstrated the same in PPT.

how IF node will help me addressing these daily change request of allocation distribution.

 

[david.macias]

Yes, this is possible, so you get the % from a lookup. Next you go into a script that has 10 IF nodes. Each if nodes will check: >90, > 80, >70...>20, >10, >0. Your % will go out the yes route of one of these IF nodes. That route will go to a percent allocation node that matches the number in the IF node. I hope that makes sense.

david

[dharmendra.bhavsar]

Hey David, thanks for inputs, but I am still not clear from DB lookup for example I have retrieved four values against Call Type - 1; BPO 1 - 10, BPO 2 - 20, BPO 3 - 20 & BPO 4 - 50. For first IF Node for BPO 1 having value ">10" then all the call will be routed to this BPO itself, but rest of the BPO will not receive the calls, but expectation is to route only 10% of calls to BPO 1.

Please suggest!

Regards

Dharmendra

[bill.king1]

You need to do comparisons in the IF nodes to route them to the right places. So for instance, your first node might be (there are several ways of doing this) If calls offered to BPO 1/calls offered to all of them combined < .1, then send to BPO 1. When that comes out of the fail node for the next call, you do a similar comparison for BPO 2, and so on.
Again, many ways you can do this in ICM Script Editor. 
You could also do it in Studio as well, right, if you prefer the logic options there, it all depends on how you want to approach it.