Intelligent Contact Routing

The ChaseData solution includes a strong feature set for your business, allowing it to be highly effective and efficient. Among those features is the Intelligent Contact Routing (ICR) capability, an advanced yet easy to use tool that injects situational decision-making to handling customers or leads in multi-stage operations.

When your multi-stage operation requires you to transfer a contact from your agent to another group or company, ICR is there to automate the process. You configure decision-making parameters for ICR to analyze the conditions and determine where to transfer the call.

In a typical scenario, when an agent has qualified a lead (contact) on the phone and submits it, ICR analyzes your pre-configured rules and conditions and based on that, transfers the contact to the telephone number that matches those conditions. ICR effectively puts routing decision in your hands rather than the individual agent.

ICR is enabled through basic integration. The agent should have a form (e.g., a page/script) where all relevant call and contact data is collected, and that has the ability to submit the contact for routing, effectively triggering Intelligent Contact Routing.

The ICR interface starts at the Dashboard, where you can quickly see a summary of contacts that were ‘routed’ for each Routing Rule that was applied; an information tile is displayed for corresponding Routing Rules.

The Dashboard also displays a list of Requests with unmapped fields. When a field is made available by a Routing Rule, and a script/form is submitted with the same field but is not included as matching criterion for a corresponding Routing Number, the field is considered an Unmapped Field. Reporting these fields in the Dashboard helps you easily identify fields that you included in the Routing Rule but not in a corresponding Routing Number, whether intentionally or unintentionally.

Refer to the following picture.

Clicking on the View action icon takes you straight to the Routing configuration for the corresponding Routing Rule.

Clicking on the Call Status tile for a Routing Rule pops up a new window that lists every Routing Number (transfer destination) that had transfers attempted, together with their associated number of Calls Attempted (transfer attempts) and the number of Calls Sent (successful transfers). Refer to the following picture.

The Routing List consists of one or more Routing Rules, with each Routing Rule defining one or more Routing Numbers (transfer destinations).

You can add a new item (Routing Rule), or apply an Action (edit, delete). You can also edit a Routing Rule just by clicking on its name.

Refer to the following picture.

A Routing Rule configuration set includes the following items, split between the Settings and the Number Configuration combo boxes.

Settings:

4. Name of the Routing Rule – helps to easily identify the purpose or destination category for the rule.
5. Token – security token associated with the routing action, which is sent from the Agent client application (submit script) to the Intelligent Contact Routing processor.
6. Conference Type – indicates whether the call transfer handshake includes the lead/contact (Normal Conference), or just the originating agent and the transfer recipient (Private Conference).
7. Fields – the Contact record fields that can be used by a corresponding Routing Number in this Routing Rule as a matching criterion; can be any default or custom Contact field. At the time of writing this article, the system allows any text to be entered here without verifying against the actual database; it is therefore the user’s responsibility to enter a valid name.

Number Configuration:

8. Routing Number Label – name given to a Routing Number within a Routing Rule, for easier identification.
9. Routing Number – the actual telephone number that will be dialed and attempted to transfer to. 
10. Routing Number Weight – provides a way to prioritize a number under similar conditions. A higher weight has higher priority; in the case that the same weight is given to multiple numbers, the first one added to the list gets higher priority (the list order corresponds to that).
11. Routing Number Status – indicates whether this telephone number is active, i.e., should be considered for call transfers.

Refer to the following picture.

The Number Configuration combo box is, in effect, a summary list for each Routing Number included in the Routing Rule; to actually view and/or edit Routing Number details, you must click on the Edit Values icon, which opens a new window with the corresponding details organized into three tabbed views as follows.

The Settings view includes the following configuration items:

6. Active – the status of the Routing Number.
7. Label – the name given to the Routing Number, for easier identification.
8. Phone number – the actual telephone number that will be dialed and which the system will attempt a transfer to.
9. Weight – provides a way to prioritize a number under similar conditions. A higher weight has higher priority; in the case that the same weight is given to multiple numbers, the first one added to the list gets higher priority (the list order corresponds to that).
10. Daily Call Cap – limits how many calls can be transferred to this number on a daily basis.
11. Fields and their Acceptable Values – fields to be used as matching criteria (Acceptable Value); available fields are those under Settings in the previous window. Acceptable Values is a comma-separated free-text list of values.

The Schedule view allows us to define a schedule under which routing to this number is to be considered. The schedule is based on days of the week and on time of the day ranges. Refer to the following pictures.

The Webhooks view allows us to configure the parameters needed to post the lead/contact record to an external system when the call is transferred (the webhook is triggered just before the transfer/conference call is established). Refer to the following picture.

Field Mapping provides a way to map ChaseData lead/contact record fields to external fields, when posting to an external system as part of the call transfer.

Static Fields allows passing additional information to the external system, for example, an authorization token, or anything else that may be needed.

Custom Headers provides a way to specify custom HTTP headers, like Content-Type. See the following links for reference:
https://developer.mozilla.org/en-US/docs/Web/HTTP/Headers
https://developer.mozilla.org/en-US/docs/Web/HTTP/Headers/Content-Type

Endpoint is the actual hook URL to be used. 

The ICR GUI also provides access to applicable logs; the type and amount of information presented in these logs are dependent on the user that logged in. This area is currently work in progress. Refer to the following picture.

User Settings allows viewing and configuring key parameters of the logged in user. Email is the user identifier, while Group identifies the company or group where the user belongs. The user can also configure an IP Whitelist that tells the system the IP addresses from where the user is allowed to log in.

First Availability: Agent version 2.33.57