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Routing Example

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Routing Example

The Cloud Contact Center Platform's powerful call routing mechanism is designed to ensure your callers are connected to the right Agent. Whether your call flows are simple or complex, Contact Center Administrators use familiar business concepts to create routing scenarios without programming. Chapter 2 of thisQuick Start Guide describes these business objects. This chapter shows how they interrelate to create a routing model. Figure 4-1 shows an example of call routing in graphical terms.


Figure 4-1: Call Routing Example


In this example, the Client, Integrity Financial Corp., offers two major services: Loans and Retirement Counseling. The Cloud Contact Center Platform represents these services as Programs. The Client sub-divides their services into Home and Auto Loans, and Silver and Gold levels of Retirement Counseling. Cloud Contact Center Platform maps these sub-divisions into Campaigns. Each Program is also directed to Spanish callers, so the Client has established Spanish Campaigns to handle those calls. Integrity Financial uses the scripting system to provide screen pops to Agents and to gather caller information. Multiple offers have been defined to handle variations in terms, conditions, pricing and availability.


Configuring Call Routing


To configure Programs, Campaigns, Pools and Attributes:


  • Select the Routing menu, then click the component you want to configure


To assign Attribute values to Agents:


  • Select the User Accounts menu, then...
  • Search for the individual Agent you wish to configure and click their Edit link, or...
  • Use the drop down list to display users from a User Group
  • Check the users you wish to modify
  • Click the Edit Attribute button to set an Attribute value for the selected users

When a caller dials one of this Client's 800 numbers, the call is routed to the proper Campaign. (See Chapter 7, Incoming Numbers.) Campaigns are configured to look at one more Routing Pools to find an Agent to handle the call. The Home Loans Campaign in this example derives Agents from the Home Loans Pool. This Pool requires Agents to have the "Home Loan" attribute equal to "yes". In our example, there are three Agents currently signed in and ready to take calls: Mike, Arnaud and Placido. All three meet this requirement (known as a Pool Rule), so all of them are able to receive Home Loan calls. By contrast, only Arnaud and Placido are enabled to take Auto Loan calls, so the Auto Loans Pool is currently made up of these two Agents. (If another Agent with the Auto Loans Attribute set to "Yes" were to sign in, they would automatically join this Pool).


As we mentioned above, the Retirement Program offers two service levels, Silver and Gold, represented by distinct Campaigns. The Gold Campaign requires Agents to have a "Retirement" Attribute greater than 2, representing their higher level of certification in this Program. Of all the available Agents, only Mike, with a Retirement Attribute value of 3, can take calls for this Campaign. The Silver Campaign can use lesser skilled Agents (Retirement > 1) but also draws from the Gold Pool to ensure enough Agents are available to handle the calls.


For Spanish speaking callers in either Program, the Spanish Campaigns draw from a single Pool. The Pool membership rule is "Language = Spanish." Only Placido meets this requirement, so he would get any call to this Campaign.


We've kept this example fairly simple. In reality, the Campaign configuration and Pool Rules you specify can be more complex, with multiple conditions and weights assigned to make sure your callers speak with the right Agent every time. But simple or complex, all of these routing components are set up through the Contact Center user interface, without programming.

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