Problem:
• Our current system lacks the ability to route calls based on a specific percentage of queue volume. This feature would be especially valuable during peak traffic periods, such as holidays, to ensure efficient call management. Without this functionality, we have to rely on workarounds, such as manually monitoring queue volumes and making adjustments on the fly.

Current Behavior:

• RingCentral does not offer a native feature to route calls when the number of calls in a queue reaches a certain percentage or threshold.
Routing options are limited to static configurations based on time, IVR selections, or specific call queues, rather than dynamic adjustments based on queue volume.

Desired Behavior:
• We request the implementation of a feature that would allow routing decisions to be based on a percentage of queue volume. This would enable:

• The ability to set a specific percentage of queue volume (e.g., 15% or 50% of the total queue capacity).
Automatically trigger forwarding or route calls to an alternate destination (e.g., answering service, another queue, or voicemail) when the threshold is reached.
Customizable settings for different queue volumes and traffic periods (e.g., holidays, peak hours).

Benefits:

• Efficient Call Handling: Automatically redirect excess calls when queue volumes are high, ensuring that all customers receive timely responses.

• Dynamic Routing: Offers flexibility to adjust routing strategies based on real-time conditions (e.g., volume spikes).

• Improved Call Management: Reduces the need for manual intervention and oversight during high-traffic periods.

Urgency:
• Without this feature, managing peak times becomes labor-intensive, requiring constant manual adjustments to call routing. A percentage-based routing feature would significantly streamline operations and improve the customer experience during high-volume periods.

Recommendation:
• We strongly recommend the development of a call routing feature based on a percentage of queue volume. Additionally, consider:

• Threshold Customization: Allow users to set specific thresholds based on percentage or number of calls in the queue.

• Flexible Routing Options: Provide multiple routing destinations once the threshold is exceeded (e.g., forwarding to another queue, voicemail, or a specific agent group).

• By implementing this feature, we would greatly enhance the efficiency and flexibility of our call management system.