Percentage Based Routing in 3CX

[beaconwnichols]

I am looking to break down call routing based on the percentages of calls received per tech.

Example:
Tech 1 and Tech 2 should receive 40% of incoming calls each.
Tech 3 and Tech 4 should reach 10% of incoming calls each.

Any recommendations would be appreciated.

 

[Evolute IT]

I am looking to break down call routing based on the percentages of calls received per tech.

Example:
Tech 1 and Tech 2 should receive 40% of incoming calls each.
Tech 3 and Tech 4 should reach 10% of incoming calls each.

Any recommendations would be appreciated.

This MIGHT be doable in CFDs but I doubt it.

There are some strategies like "least answered" or "longest waiting" but nothing for percentage.

 

[ChrisC_3CX]

Another option would be to utilize a Launch Script IVR. We of course can't provide the script but I'm fairly certain you should be able to find more than enough information online on how to create a simple script that outputs 4 different values based on probability.

 

[VoIPTools]

I would do this with a Call Flow Designer (CFD) application. The CFD would calculate where to distribute calls based on percentages. Each agent (or group of agents serving the same percentage) would need to be in their own queues. This actually would not be that difficult.