Softdial Pathfinder represents a complete rethink of routing requirements in the multimedia contact center of today. Changes in metrics and resources such as workloads, SLAs and agent availability demand realtime responses in routing to optimise contact center performance. At the same time routing rules need to be clear in both concept and construction to allow them to be applied easily in all scenarios.
Softdial Pathfinder is Sytel's response to this new world. Simple building blocks allow the development of any kind of routing rules, for any media, for realtime deployment. The following table shows the routing possibilities from each entity level (landlord, a tenant, a campaign, a 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).
Figure 1 - Routing options between entities
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.
Figure 2 - Softdial Pathfinder - When a routing decision can be made
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 first 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.
The configuration for the second rule can be seen in the image below. This rule selects agents with proficiency in French and an AgentSuccessRate greater than 60%. The evaluation is made using custom data collected via a dll from an external CRM. 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.