Contact block: Distribute by percentage
Description
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This block is useful for doing A/B testing. It routes customers randomly based on a percentage.
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Contacts are distributed randomly, so exact percentage splits may or may not occur.
Supported channels
The following table lists how this block routes a contact who is using the specified channel.
| Channel | Supported? |
|---|---|
|
Voice |
Yes |
|
Chat |
Yes |
|
Task |
Yes |
Contact flow types
You can use this block in the following contact flow types:
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Inbound contact flow
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Customer queue flow
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Outbound Whisper flow
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Transfer to Agent flow
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Transfer to Queue flow
Properties
How it works
This block creates static allocation rules based on how you configure it. Internal logic generates a random number between 1-100. This number identifies which branch to take. It doesn't use current or historical volume as part of it's logic.
For example, say a block is configure like this:
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20% = A
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40% = B
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40% remaining = Default
When contact a is being routed through a flow, Amazon Connect generates the random number.
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If number is between 0-20, the contact is routed down the A branch.
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Between 21-60 it's routed down the B branch.
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Greater than 60 it's routed down the Default branch.
Configured block
When this block is configured, it looks similar to the following image:
Sample flows
See these sample flows for scenarios that use this block:
