Using random value generation in triggers

It is common to want to only do something on a call a certain percentage of times - say to play a message to or survey only a certain number of calls.

For this babelforce has an easy to use and flexible built-in feature when creating triggers. Let's say we want something to happen on 60% of calls. This is done by asking the platform to randomly generate a number between 0 and 1, then testing that number to see whether it is greater or less than 0.6. On average it will be less than 0.6 60% of the time, so if we set the 'Expression' of the trigger to be 'is less than', then the trigger should pull 60% of the time. It would look something like this:

This trigger can be used for a number of use cases:

  • To trigger queue experiences at a certain frequency, for example audio prompts played more or less often than others.
  • Testing two or more types of experience, for example changing the experience for 5% of callers and measuring the results against the majority.
  • Offering an experience to a select sample of callers, such as a post-call survey.

These kinds of triggers can be combined and are often useful when implemented in a Switch Node to decide routing options. 

babelforce offers a number of Sample value expressions and enables you to try different cases that match your business process best:



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