{"componentChunkName":"component---src-templates-tree-layout-js","path":"/capabilities/Smart_Omni_Channel_Routing/","result":{"data":{"content":{"frontmatter":{"title":"Smart Omni-Channel Routing","description":"Smart Omni-Channel Routing is a suite of skills and applications, that connects customer to the most suitable human Agent with full context of customer's unresolved intent, on any of the platform supported channel. (uad-2620)","show_cards":null},"fields":{"slug":"/capabilities/Smart_Omni_Channel_Routing/","current":"Smart_Omni_Channel_Routing","parent":"capabilities","root":"capabilities"},"html":"<h1 id=\"smart-omni-channel-routing\" style=\"position:relative;\"><a href=\"#smart-omni-channel-routing\" aria-label=\"smart omni channel routing permalink\" class=\"anchor before\"><svg aria-hidden=\"true\" focusable=\"false\" height=\"16\" version=\"1.1\" viewBox=\"0 0 16 16\" width=\"16\"><path fill-rule=\"evenodd\" d=\"M4 9h1v1H4c-1.5 0-3-1.69-3-3.5S2.55 3 4 3h4c1.45 0 3 1.69 3 3.5 0 1.41-.91 2.72-2 3.25V8.59c.58-.45 1-1.27 1-2.09C10 5.22 8.98 4 8 4H4c-.98 0-2 1.22-2 2.5S3 9 4 9zm9-3h-1v1h1c1 0 2 1.22 2 2.5S13.98 12 13 12H9c-.98 0-2-1.22-2-2.5 0-.83.42-1.64 1-2.09V6.25c-1.09.53-2 1.84-2 3.25C6 11.31 7.55 13 9 13h4c1.45 0 3-1.69 3-3.5S14.5 6 13 6z\"></path></svg></a>Smart Omni-Channel Routing</h1>\n<p>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:</p>\n<ul>\n<li>To support a customer when self-service is not an option</li>\n<li>When a customer wants to talk to human</li>\n<li>To better support customers with special needs</li>\n</ul>\n<h2 id=\"the-router-works-in-2-stages\" style=\"position:relative;\"><a href=\"#the-router-works-in-2-stages\" aria-label=\"the router works in 2 stages permalink\" class=\"anchor before\"><svg aria-hidden=\"true\" focusable=\"false\" height=\"16\" version=\"1.1\" viewBox=\"0 0 16 16\" width=\"16\"><path fill-rule=\"evenodd\" d=\"M4 9h1v1H4c-1.5 0-3-1.69-3-3.5S2.55 3 4 3h4c1.45 0 3 1.69 3 3.5 0 1.41-.91 2.72-2 3.25V8.59c.58-.45 1-1.27 1-2.09C10 5.22 8.98 4 8 4H4c-.98 0-2 1.22-2 2.5S3 9 4 9zm9-3h-1v1h1c1 0 2 1.22 2 2.5S13.98 12 13 12H9c-.98 0-2-1.22-2-2.5 0-.83.42-1.64 1-2.09V6.25c-1.09.53-2 1.84-2 3.25C6 11.31 7.55 13 9 13h4c1.45 0 3-1.69 3-3.5S14.5 6 13 6z\"></path></svg></a>The router works in 2 stages</h2>\n<h3 id=\"stage-1---agent-connect-service-acs\" style=\"position:relative;\"><a href=\"#stage-1---agent-connect-service-acs\" aria-label=\"stage 1   agent connect service acs permalink\" class=\"anchor before\"><svg aria-hidden=\"true\" focusable=\"false\" height=\"16\" version=\"1.1\" viewBox=\"0 0 16 16\" width=\"16\"><path fill-rule=\"evenodd\" d=\"M4 9h1v1H4c-1.5 0-3-1.69-3-3.5S2.55 3 4 3h4c1.45 0 3 1.69 3 3.5 0 1.41-.91 2.72-2 3.25V8.59c.58-.45 1-1.27 1-2.09C10 5.22 8.98 4 8 4H4c-.98 0-2 1.22-2 2.5S3 9 4 9zm9-3h-1v1h1c1 0 2 1.22 2 2.5S13.98 12 13 12H9c-.98 0-2-1.22-2-2.5 0-.83.42-1.64 1-2.09V6.25c-1.09.53-2 1.84-2 3.25C6 11.31 7.55 13 9 13h4c1.45 0 3-1.69 3-3.5S14.5 6 13 6z\"></path></svg></a>Stage 1 - Agent Connect Service (ACS)</h3>\n<ul>\n<li>Accepts a conversation that needs a human agent across any channel <strong>(SR, Email, Chat, Voice)</strong></li>\n<li>Classifies the conversations into a skill-based Queue using Partner configuration, EG Data and Context</li>\n<li>Activates the Contact Center Workspace Engine to reserve an agent</li>\n<li>Interfaces with Agent Tools like VNext and Softphone and manages the conversation lifecycle in the contact center</li>\n</ul>\n<h3 id=\"stage-2---contact-center-workspace-engine-cwe\" style=\"position:relative;\"><a href=\"#stage-2---contact-center-workspace-engine-cwe\" aria-label=\"stage 2   contact center workspace engine cwe permalink\" class=\"anchor before\"><svg aria-hidden=\"true\" focusable=\"false\" height=\"16\" version=\"1.1\" viewBox=\"0 0 16 16\" width=\"16\"><path fill-rule=\"evenodd\" d=\"M4 9h1v1H4c-1.5 0-3-1.69-3-3.5S2.55 3 4 3h4c1.45 0 3 1.69 3 3.5 0 1.41-.91 2.72-2 3.25V8.59c.58-.45 1-1.27 1-2.09C10 5.22 8.98 4 8 4H4c-.98 0-2 1.22-2 2.5S3 9 4 9zm9-3h-1v1h1c1 0 2 1.22 2 2.5S13.98 12 13 12H9c-.98 0-2-1.22-2-2.5 0-.83.42-1.64 1-2.09V6.25c-1.09.53-2 1.84-2 3.25C6 11.31 7.55 13 9 13h4c1.45 0 3-1.69 3-3.5S14.5 6 13 6z\"></path></svg></a>Stage 2 - Contact Center Workspace Engine (CWE)</h3>\n<ul>\n<li>Maintains real-time agent presence, capacity and utilization per agent</li>\n<li>Finds the optimal agent based on a specific strategy (targeted agent, longest idle), real-time agent presence, and capacity</li>\n<li>Provide real-time Estimated Wait Time API</li>\n</ul>\n<h2 id=\"architecture\" style=\"position:relative;\"><a href=\"#architecture\" aria-label=\"architecture permalink\" class=\"anchor before\"><svg aria-hidden=\"true\" focusable=\"false\" height=\"16\" version=\"1.1\" viewBox=\"0 0 16 16\" width=\"16\"><path fill-rule=\"evenodd\" d=\"M4 9h1v1H4c-1.5 0-3-1.69-3-3.5S2.55 3 4 3h4c1.45 0 3 1.69 3 3.5 0 1.41-.91 2.72-2 3.25V8.59c.58-.45 1-1.27 1-2.09C10 5.22 8.98 4 8 4H4c-.98 0-2 1.22-2 2.5S3 9 4 9zm9-3h-1v1h1c1 0 2 1.22 2 2.5S13.98 12 13 12H9c-.98 0-2-1.22-2-2.5 0-.83.42-1.64 1-2.09V6.25c-1.09.53-2 1.84-2 3.25C6 11.31 7.55 13 9 13h4c1.45 0 3-1.69 3-3.5S14.5 6 13 6z\"></path></svg></a>Architecture</h2>\n<p><span\n      class=\"gatsby-resp-image-wrapper\"\n      style=\"position: relative; display: block; margin-left: auto; margin-right: auto; max-width: 750px; \"\n    >\n      <a\n    class=\"gatsby-resp-image-link\"\n    href=\"/docs/static/182b34e2f3486805d8d978fa8c98f3c2/f0811/SOCR-architecture.png\"\n    style=\"display: block\"\n    target=\"_blank\"\n    rel=\"noopener\"\n  >\n    <span\n    class=\"gatsby-resp-image-background-image\"\n    style=\"padding-bottom: 51.59574468085106%; position: relative; bottom: 0; left: 0; background-image: url('data:image/png;base64,iVBORw0KGgoAAAANSUhEUgAAABQAAAAKCAYAAAC0VX7mAAAACXBIWXMAAA7DAAAOwwHHb6hkAAACuUlEQVQozz2S+0vTYRTGv0GEP0TZXxH1S/0QQmlRmaURiaXzWvOybIqXEZGhZIoRElrTmTO7GClJuZxNnZnOa7l00+9000QnlRWl0zISZtdPr5YdeHh533N4zvuc80iImJ7+Sk7OAI1Nnzitlrly5S0n4mzERPUTLZAQbyc1xYFa5BIT7MTG9AsMoFTaGBv7skxBgL+B8jIbUmGhTHBwEwqFhcxMF2skPSEh3ew+3IzyTB9hCZ3sCzWzzc/Als33CVK0os4XDXIH8NlQRd3DaWY9XiSpGL3uGVJ+vo2AACMHg8wUFr0mLL6HZPGT0KguMi7IpGTZSdL0ExrRwd49zUSq+zl7dZzz2gm2bm+k/ekMI855fNaWoS+zItXUTCDLsxzY30yt6TMvZn5wufgVmuwRMs47SM9yoMkZITyyBz8/M+c0jVQUG6nUPibsqInu7gWcrjnWCcJynSA0mV5jtX4kMLCJGzc95BZMknNxgrjMXmLVXSRqeglVWtjhbxTjqCBdVU5tZRWGO7fx217Go/qPLCx48V1fjE4rJC8PdHLyM0eOtJJ17iUbN9wlSTVITGIfJ5KsnDxlJUr5nJ3+ZrZuaSBa0URaspHU5AZ27WygtdWzspTDIY+5VWn7S+hweMRS2snLc+O7qZq0tDEiFTaCD/VyLMyKKkkmPn4QlUomNk4mPELmePgQEYohoW6B1Vhc/P6XcH7ei8HgZmkJ+vq8uN0wNYWwhLhbv9HWvojT+Yvh4Z+Mjv4WNhNWewMfPvznYmbOu3JKdXVuiooc6PUuSkuH0Ve40OmcKygXb9nCHgWX7NTWTqzUXL/uoqRkiBJRW1o6glbr5Oq1YdLEzC8V2JFk2UNb21sslncC72kx2Wipb6fF2CnQgbm+k2bjMxoN3Ty4Z+Fhdce/3CostD0ZF8pm6Op6xx8EMj/4vg+OUwAAAABJRU5ErkJggg=='); background-size: cover; display: block;\"\n  ></span>\n  <img\n        class=\"gatsby-resp-image-image\"\n        alt=\"SOCR architecture\"\n        title=\"SOCR architecture\"\n        src=\"/docs/static/182b34e2f3486805d8d978fa8c98f3c2/1d69c/SOCR-architecture.png\"\n        srcset=\"/docs/static/182b34e2f3486805d8d978fa8c98f3c2/4dcb9/SOCR-architecture.png 188w,\n/docs/static/182b34e2f3486805d8d978fa8c98f3c2/5ff7e/SOCR-architecture.png 375w,\n/docs/static/182b34e2f3486805d8d978fa8c98f3c2/1d69c/SOCR-architecture.png 750w,\n/docs/static/182b34e2f3486805d8d978fa8c98f3c2/78797/SOCR-architecture.png 1125w,\n/docs/static/182b34e2f3486805d8d978fa8c98f3c2/f0811/SOCR-architecture.png 1367w\"\n        sizes=\"(max-width: 750px) 100vw, 750px\"\n        style=\"width:100%;height:100%;margin:0;vertical-align:middle;position:absolute;top:0;left:0;\"\n        loading=\"lazy\"\n      />\n  </a>\n    </span></p>\n<h2 id=\"capability-support\" style=\"position:relative;\"><a href=\"#capability-support\" aria-label=\"capability support permalink\" class=\"anchor before\"><svg aria-hidden=\"true\" focusable=\"false\" height=\"16\" version=\"1.1\" viewBox=\"0 0 16 16\" width=\"16\"><path fill-rule=\"evenodd\" d=\"M4 9h1v1H4c-1.5 0-3-1.69-3-3.5S2.55 3 4 3h4c1.45 0 3 1.69 3 3.5 0 1.41-.91 2.72-2 3.25V8.59c.58-.45 1-1.27 1-2.09C10 5.22 8.98 4 8 4H4c-.98 0-2 1.22-2 2.5S3 9 4 9zm9-3h-1v1h1c1 0 2 1.22 2 2.5S13.98 12 13 12H9c-.98 0-2-1.22-2-2.5 0-.83.42-1.64 1-2.09V6.25c-1.09.53-2 1.84-2 3.25C6 11.31 7.55 13 9 13h4c1.45 0 3-1.69 3-3.5S14.5 6 13 6z\"></path></svg></a>Capability support</h2>\n<p>SOCR supports the following capabilities:</p>\n<ol>\n<li><a href=\"./Callback\">Callback</a></li>\n<li><a href=\"./Queue_Treatment/\">Queue treatment</a></li>\n<li><a href=\"./Realtime_Insights/\">Realtime insights</a></li>\n<li><a href=\"./Routing_Configuration/\">Routing configuration</a></li>\n<li><a href=\"./Routing_Conversation_To_Agent/\">Routing conversation to agent</a></li>\n</ol>","tableOfContents":"<ul>\n<li>\n<p><a href=\"/docs/capabilities/Smart_Omni_Channel_Routing/#smart-omni-channel-routing\">Smart Omni-Channel Routing</a></p>\n<ul>\n<li><a href=\"/docs/capabilities/Smart_Omni_Channel_Routing/#the-router-works-in-2-stages\">The router works in 2 stages</a></li>\n<li><a href=\"/docs/capabilities/Smart_Omni_Channel_Routing/#architecture\">Architecture</a></li>\n<li><a href=\"/docs/capabilities/Smart_Omni_Channel_Routing/#capability-support\">Capability support</a></li>\n</ul>\n</li>\n</ul>"},"documents":{"edges":[{"node":{"fields":{"slug":"/tutorials/getting_started/","current":"getting_started","parent":"tutorials","root":"tutorials"},"frontmatter":{"title":"Getting Started","description":"Getting Started guides for partners to quickly setup their contact 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