Softdial Pathfinder™

Highly detailed routing logic for optimal available connection

At a Glance

Session routing seamlessly integrated with Softdial Contact Center™
Routing model with multiple levels
Extensive skill-based routing choices
Effortless load balancing across various locations
Enable the extension of routing rules through external Python scripts or plugin DLLs

About Softdial Pathfinder™

Softdial Pathfinder™ provides a flexible and straightforward way to create routing rules that can adapt in real-time to changes in metrics and resources, ensuring optimal contact center performance. These rules are designed to be clear and easy to construct, making them applicable to various scenarios and media types.

How does Softdial Pathfinder function?

The table illustrates the various routing options available for each category, such as landlord, tenant, campaign, or queue.

How does Softdial Pathfinder function?

The table illustrates the various routing options available for each category, such as landlord, tenant, campaign, or queue.

Destination selection can be based on agent skills, queue metrics, queue characteristics, customer information, or data from external sources like CRMs or ERPs.

The flow

When a session is established at the Landlord level, Softdial Pathfinder can determine its destination. This destination could be a tenant, a campaign, a queue, or an agent. Softdial Pathfinder can be applied to various business scenarios and allows for the implementation of multiple routing rules for landlords, tenants, campaigns, and queues.

If the destination is a tenant, the routing rules specific to that tenant will dictate the next destination for the session. The same principle applies when the destination is a campaign or a queue. However, if the destination is an agent, the session will be directly transferred to the chosen agent.

How Softdial Pathfinder Operates

Here’s an illustration of how Softdial Pathfinder operates in a simple example. Let’s consider a scenario where the customer primarily speaks French. On the agent side, we have two rules: ‘LowSLA’ and ‘Language + AgentSuccessRate’, which are associated with a queue named SalesQueue1.

When a session arrives, these rules are assessed in the order they are defined, as displayed. If the first rule, ‘Low SLA’, is triggered (meaning the service level agreement is not met), the session will be redirected to another queue called SalesQueue2, which might have similar or identical rules. If the ‘Low SLA’ rule is not triggered, the second rule for SalesQueue1, ‘Language + AgentSuccessRate’, will be evaluated.

Here’s a look at the configuration for the second rule, as shown in the following image. This rule is designed to select agents who are proficient in French and have an AgentSuccessRate exceeding 60%. To evaluate this, custom data is collected through a DLL from an external CRM.

Softdial Pathfinder will identify the agents who meet these criteria and transfer the call to the agent in SalesQueue1 with the longest idle time. If the second rule cannot find an agent with the required attributes, the default ASD (Agent Selection Device) behavior will take over and select the agent in SalesQueue1 with the longest idle time.