Jun-2013 to Dec-2013
Routing Manager is a module which is responsible for routing each contact based on the rule qualified. This module is generic module for all kind of channels (Email, Chat, SMS, Face book, Twitter, Google Plus, Fax etc…) except Voice. Admin GUI is provided to create rules for each communication channel. These rules are further divided into categories like inbound contact, outbound contact, new conversation, existing conversation etc... Routing Manager also includes keyword analysis of the data based on the rules created for evaluation. Once the rule is qualified the action plan attached to that rule is evaluated and different actions are performed on the contact like routing to particular agents, auto replying the contact, adding to black list, changing priority, calling 3rd party services for further processing…