workload balancing with external party

This possible only with HDX + external database using.
Simple algorithm the next:
1) Register every call and routing direction (skillset or external party) in external database.
2) Analyze call traffic throw HDX before routing call to skillset or external party

Very simple and transparent algorithm

Just some idle speculation, but:
What if you assigned an integer to a variable, then read and increment by one with each incoming call. Variable would go 0,1,2, and when it reached 3 would route the call to your external folks and reset the variable to 0.

In Symposium 5.0, for rfwhite comment, you can use Wild Variables. Use the READVAR and SAVEVAR commands to enable a call to change the value of a variable and pass the updated value to other calls.
For additional information read guide M1_Scripting.pdf from NTP.

What version of Symposium do you have?

RFWhites solution would only work with version 5.0 and above as it uses the wild call variable not available any earlier.

One other option would be to use an intrinsic to generate your call distribution. Choose one that changes on a regular basis. You could combine two or three to increase the amount it moves.

1) At the top of the script assign the intrinsic(s) to a call variable e.g. calls answered in last ten minutes

ASSIGN ANSWERED CALL COUNT skillset TO cv_splitter

2) This will give you a call variable, cv_splitter, that changes on a regular basis. Dependent upon call volumes you could use one busy skillset or two or three in a list (need to create a variable for this)

3) Then create a WHERE statement that distributes the call

WHERE cv_splitter EQUALS
VALUE 0,4,8,12 : EXECUTE SCRIPT_A
VALUE 1,2,3,5,6,7,9,10,11 : EXECUTE SCRIPT_B
DEFAULT : EXECUTE SCRIPT_B
END WHERE

The numbers you need to use will depend upon the intrinsic you use and its likely range i.e. in my call centre, we never get more than 12 calls in any 10 minute period!

I would suggest putting the splitter bit in the master in its own section. Do a CDN look-up in the master to send only the appropriate calls to this section.

The 'treatments' are execute script_A or _B. You would put what you want to do in those scripts.

This will allow you to see how many calls are hitting each application and allow you to tweak it accordingly so on average you achieve the desired split.

Hi all,
thanks for all these tips. A lot of new things for me, I will try it.

We are using version 4.0, so RFWhites will not work.