Smart Omni-Channel Routing
Smart Omni-Channel Routing (SOCR) is a suite of skills and applications that connects a customer to the most suitable human agent, with full context of customer's unresolved intent, on any of the platform supported channel. Human agent engagement is needed:
- To support a customer when self-service is not an option
- When a customer wants to talk to human
- To better support customers with special needs
The router works in 2 stages
Stage 1 - Agent Connect Service (ACS)
- Accepts a conversation that needs a human agent across any channel (SR, Email, Chat, Voice)
- Classifies the conversations into a skill-based Queue using Partner configuration, EG Data and Context
- Activates the Contact Center Workspace Engine to reserve an agent
- Interfaces with Agent Tools like VNext and Softphone and manages the conversation lifecycle in the contact center
Stage 2 - Contact Center Workspace Engine (CWE)
- Maintains real-time agent presence, capacity and utilization per agent
- Finds the optimal agent based on a specific strategy (targeted agent, longest idle), real-time agent presence, and capacity
- Provide real-time Estimated Wait Time API
Architecture
Capability support
SOCR supports the following capabilities: