System and method for performance-based routing of interactions in a contact center
First Claim
1. A method for performance-based routing of interactions in a contact center comprising:
- determining, by a processor, a proficiency level of each of a plurality of agents in handling a topic;
adjusting, by the processor, a skill level of an agent, from among the plurality of agents, according to a change in the proficiency level of the agent in handling the topic;
after adjusting the skill level, selecting, by the processor, the agent for routing an interaction involving the topic to the agent, based on the skill level and the agent having at least a minimum level of proficiency in handling the topic; and
routing, by a switch, the interaction to the agent.
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Accused Products
Abstract
A system and method for performance-based routing of interactions in a contact center. A routing server receives information on an interaction to be routed, and identifies a call reason for the interaction. The identification of the call reason may be based, for example, speech analytics. The routing server identifies one or more agents having experience in handling the topic. The routing server further determines a proficiency level of the identified agents in handling the topic, and selects one of the identified agents having at least a minimum level of proficiency. The routing server transmits a message for routing the interaction to the selected agent.
15 Citations
20 Claims
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1. A method for performance-based routing of interactions in a contact center comprising:
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determining, by a processor, a proficiency level of each of a plurality of agents in handling a topic; adjusting, by the processor, a skill level of an agent, from among the plurality of agents, according to a change in the proficiency level of the agent in handling the topic; after adjusting the skill level, selecting, by the processor, the agent for routing an interaction involving the topic to the agent, based on the skill level and the agent having at least a minimum level of proficiency in handling the topic; and routing, by a switch, the interaction to the agent. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 19)
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10. A system for performance-based routing of interactions in a contact center comprising:
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a processor; a switch coupled to the processor and configured to route a plurality of interactions; and a memory coupled to the processor, the memory storing instructions that, when executed by the processor, cause the processor to; determine a proficiency level of each of a plurality of agents in handling a topic; adjust a skill level of an agent, from among the plurality of agents, according to a change in the proficiency level of the agent in handling the topic; after adjusting the skill level, select the agent for routing an interaction involving the topic to the agent, based on the skill level and the agent having at least a minimum level of proficiency in handling the topic; and transmit a signal to the switch for routing the interaction to the agent. - View Dependent Claims (11, 12, 13, 14, 15, 16, 17, 18, 20)
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Specification