Softdial Pathfinder represents a complete rethink of routing requirements in the multimedia contact center of today.  Its advanced routing rules allow contact centers to completely optimize how sessions are bridged between agents and customers, for all media types.

Whilst Pathfinder's native options for taking decisions about what to do with a session are already highly flexible and permit using metrics contained within the Softdial product such as the SLA status of a queue or the number of people in a queue, Pathfinder can go far beyond this through the use of external lookup scripts and plugins.  Python scripts or DLL files created in C# can be used to query an external source, perform some calculations on the returned result from that source and then provide the final result to Pathfinder as a metric for decision making.  Pathfinder can then use that metric to compare against information it has configured in its rules.

In our example in Fig.1, the following steps are taken by Pathfinder to route the session to the correct destination:

  • Pathfinder takes the inbound session's origin phone number (CLI) and passes it to an external DLL plugin.  If the session were of another media type such as email or SMS the customer's phone number or email address could be used to identify the customer and lookup data.
  • Pathfinder uses a DLL plugin to perform a series of queries against external data sources to collect information.  The queries return a set of values which are exposed to the Pathfinder evaluations.
  • The evaluation uses the data from the queries to compare with parameters defined by a system administrator.  For example:
    • Does the customer have one or more bills overdue by 3 months or more?
    • Does the customer's total outstanding balance exceed £200?
  • The queries can also check to verify:
    • Is the customer aged under 35?
    • Is the customer from the northern region of the country?
  • If any of the conditions above return 'false', Pathfinder ends the evaluations and the session will be processed following the default rules defined within the Softdial configuration database.
  • If all query conditions return 'true', Pathfinder will receive an array of agents from the plugin.  The array will be in order of most suitable agent for the session. Pathfinder then provides the Softdial session routing engine with this list and the session is passed to the most suitable agent.

Figure 1- Pathfinder utilising external query results to route sessions

Features

  • Perform a series of consecutive queries for each inbound session to gather information about the customer
  • Gather information about the most suitable agents for each session
  • Use the information gathered from querying external sources to take decisions regarding session routing