Right Agent, First Time

Intelligent routing folosește date despre apelant, context, și disponibilitate pentru a direcționa fiecare apel către cel mai potrivit agent.

Routing Decision Flow

Identify Caller

Phone number lookup, CRM match, previous interactions

10ms

Determine Intent

IVR selection, Voice AI classification, predicted intent

Voice AI

Apply Routing Rules

Skills match, priority, language, time-of-day rules

50+ rules

Select Best Agent

Available, skilled, longest idle, or AI score

Real-time

Routing Strategies

Skills-Based

Match caller needs with agent skills (language, product, technical).

Priority-Based

VIP customers, urgent issues get faster routing.

Round Robin

Distribute evenly among available agents.

Longest Idle

Route to agent waiting longest for fair distribution.

Geographic

Route to agents în same region/timezone.

AI-Optimized

ML model predicts best match based on history.

Skills Matrix

Agent	Sales	Support	Technical	Billing	English
Maria P.	●●●	●●	●	●●	●●●
Ion G.	●	●●●	●●●	●	●●
Ana M.	●●	●●	●	●●●	●
AI Agent	●●●	●●●	●●	●●●	●●●

Routing Rules Example

// Intelligent routing configuration
{
  "rules": [
    {
      "name": "VIP Customers",
      "condition": "caller.segment == 'VIP'",
      "action": {
        "queue": "vip-support",
        "priority": 10,
        "skills": ["premium-support"]
      }
    },
    {
      "name": "Technical Issues",
      "condition": "intent == 'technical-support'",
      "action": {
        "skills": ["technical", "level-2"],
        "fallback": "ai-technical-agent"
      }
    },
    {
      "name": "After Hours",
      "condition": "time.hour < 8 || time.hour > 20",
      "action": {
        "route_to": "ai-agent",
        "message": "outside-hours-greeting"
      }
    },
    {
      "name": "Default",
      "condition": "true",
      "action": {
        "strategy": "longest-idle",
        "timeout": 30,
        "fallback": "ai-agent"
      }
    }
  ]
}

Time-Based Routing

Schedule Configuration

Business Hours

Mon-Fri 08:00-20:00

→ Human Agents + AI

Evening

Mon-Fri 20:00-22:00

→ Reduced Staff + AI Priority

Weekend

Sat-Sun 10:00-18:00

→ AI Primary + On-Call Human

After Hours

All other times

→ AI Agent Only

Routing Metrics

94%

First Contact Resolution

12s

Avg Routing Time

89%

Skill Match Rate

Transfer Rate

Smart Call Distribution

Intelligent routing pentru experiențe mai bune.

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Intelligent Routing