Routing based on telephone traffic target metrics¶
Routing based on telephone traffic target metrics allows you to achieve a double result:
- Achieve traffic targets to deliver a reliable level of service to the customer
- Get the highest possible profit, while remaining within the negotiated quality level to the client.
You can specify target traffic metrics in the Route classes settings, such as target ACD for a specific traffic profile.
In this case, the system will select routes in such a way that ACD for the client approaches the target value.
If the target traffic metric is reached or exceeded, the system will go to the next Metric route comparison, for example, by price.
If, as a result of using cheaper routes, traffic indicators on the client's side begin to fall, then the system will revert back to more expensive and high-quality routes.
Further the system will balance traffic between the available providers to be as close as possible to the target ACD.
Suppose you are committed to providing the customer with a route with ACD of 2 minutes.
- Supplier A with a price of 0.1 RUB and ACD 3 minutes
- Supplier B with a price of 0.05 RUB and ACD 2 minutes
- Supplier B with a price of 0.01 RUB and ACD 1 minute
If you route all calls to Provider A, you will exceed the ACD target in front of the client, but you will not receive the potential profit.
If you route all calls to Provider B, you will get the most profit, but you will not meet the ACD plan in front of the client and you will lose the client.
If you use Targeted routing, then you will route calls with a reasonable balance, fulfilling the plan for ACD and getting the most profit.
In this mode, it is reasonable to always activate Rounded routing table sorting (that is, specify rounding for Metrics).
Otherwise, a situation may arise when the Supplier's ACD differs by a few seconds, and the system always prefers one of them.