At a Glance
Session routing integrated with Softdial Contact Center™
Multi-level routing model
Wide skill based routing options
Easy way to provide load balancing between different locations
Allow expansion of routing rules by using external Python scripts or plugin DLLs
Use online metrics as input for routing decisions
Extensible to get data from 3rd party CRMs or ERPs
Can route both inbound and outbound sessions
Can route any type of media – voice, chat, email or SMS
About Softdial Pathfinder™
Softdial Pathfinder™ offers simple building blocks to allow the development of any kind of routing rules, for any media, for realtime deployment.
How does Softdial Pathfinder work?
The table shows the routing possibilities for each landlord, tenant, campaign or queue.
The selection of the destination can be made based on agent skills, queue metrics, queue properties, customer data or any external data from any 3rd party systems (e.g. CRMs or ERPs).
The flow
When a session is connected, at the Landlord level, a decision can be made by Softdial Pathfinder to define its destination. The destination can be a tenant, a campaign, a queue or an agent. Softdial Pathfinder can be used in any business scenarios, with multiple rules for landlords, tenants, campaigns and queues.
If the destination for a landlord is a tenant then the routing rules defined on a tenant level will determine the next destination for the session. The same logic applies when the destination is a campaign or queue. If the destination is an agent, then the session will be directly transferred to the selected agent.
Softdial Pathfinder at work
Let’s consider a simple example of Pathfinder at work. On the customer side we know that French is the predominant language. Turning to the agent, in the image below, two rules called ‘LowSLA‘ and ‘Language + AgentSuccessRate‘ are linked to a queue called SalesQueue1.
When the session arrives, the rules are evaluated in their predefined order, as shown. If the first rule ‘Low SLA‘, is breached, then the session will be routed to another queue called SalesQueue2 with identical or similar rules. Otherwise, the second rule for SalesQueue1 will be evaluated.
Softdial Pathfinder will find the best agents to meet the criteria and transfer the call to the agent in SalesQueue1 with the longest idle time. Should the second rule fail to find an agent with the suitable attributes the default ASD behaviour will then find the agent with the longest idle time in SalesQueue1.
See also …
Optimised Inbound Routing
Smart rules and ‘best-available’ decisions to drive great customer service
Skills-Based Routing
Choosing the best agent for the session
Preferred Routing
Connecting to an agent with a previous successful relationship with the customer
Advanced Routing
Any routing rules, for any media, for real time deployment
Advanced Routing Examples
Five use case examples showing how Pathfinder may be used to optimise the customer experience
Learn more about SCC’s modules:
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