Customer wishes to replicate their current inbound call algorithm for call distribution to agents.
Inbound sales calls distributed to preferred agents on a percentage basis (or some close facsimile).
Agent 1 receives 10 inbound lead calls for exemplary performance.
Agent 2 receives 8 inbound lead calls for good performance.
Agent 3 receives 2 inbound lead calls for decent performance.
Total of 20 calls with 50% of calls going to top agent, 40% going to next best agent etc.
Is there any way this is achievable? The current setup is a manual process where inbound calls are transferred directly to an agent based upon a list of agents and the order in which they should answer a call. The agent name (Agent 1 for example) appears more frequently in the list and therefore receives more calls.
I can't figure a way to get close to this if the queue doesn't get saturated enough to have people actually queued up.
UCCX 7 - Standard licensing.
I think that you could do this by using routing to agents rather than CSQs. This is done within the Select Resource step by selecting Resource rather than CSQ as the option for the Routing Target Type field (I am not sure whether Standard supports this option).
You then need a way to get the agents selected as you want. This could be done by creating an XML file with 20 Agent entries. 10 of these would have Agent 1 ID, 8 would have Agent 2 ID and 2 would have Agent 3 ID.
There would be a second XML file containing an integer (initially 1) which would be incremented every time the script is run until it reachs 21 at which time it would be reset to 1.
The value of this integer would be used to calculate which Agent entry is retrieved from the Agent XML file.
This should give you what you want. If the selected agent is busy or does not answer then the call could be sent to a CSQ served by all agents.
In the Agents XML file you would obviously want to mix the agent entries so that it would not be the first 10 calls to agent 1, the next 8 to agent 2 etc.
The XML file could be manually edited on a weekly/monthly basis to reflect performance