SYSTEM AND METHOD FOR CONTACT CENTER ACTIVITY ROUTING BASED ON AGENT PREFERENCES
First Claim
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1. A method for routing activities to contact center agents in a contact center comprising a processor, the method comprising:
- identifying, by the processor, an activity to be routed to one of the contact center agents;
identifying, by the processor, one or more parameters for handling the activity;
identifying, by the processor, one or more contact center agents;
retrieving, by the processor, preference settings for each contact center agent of the identified one or more contact center agents;
for a particular contact center agent of the identified one or more contact center agents, overriding, by the processor, the preference settings for the particular contact center agent in response to at least one of receiving a preference override from a contact center administrator, or detecting that quality of performance of the contact center agent is below a threshold quality; and
routing, by the processor, the activity to one of the identified contact center agents based on the identified one or more parameters and the retrieved preference settings that are not overridden.
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Abstract
A method for routing activities in a contact center to contact center agents includes: identifying an activity to be routed to a contact center agent; identifying one or more parameters for handling the activity; identifying one or more contact center agents; retrieving preference settings for the identified one or more contact center agents; routing the activity to one of the identified contact center agents based on the identified one or more parameters and the retrieved preference settings.
36 Citations
20 Claims
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1. A method for routing activities to contact center agents in a contact center comprising a processor, the method comprising:
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identifying, by the processor, an activity to be routed to one of the contact center agents; identifying, by the processor, one or more parameters for handling the activity; identifying, by the processor, one or more contact center agents; retrieving, by the processor, preference settings for each contact center agent of the identified one or more contact center agents; for a particular contact center agent of the identified one or more contact center agents, overriding, by the processor, the preference settings for the particular contact center agent in response to at least one of receiving a preference override from a contact center administrator, or detecting that quality of performance of the contact center agent is below a threshold quality; and routing, by the processor, the activity to one of the identified contact center agents based on the identified one or more parameters and the retrieved preference settings that are not overridden. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12)
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13. A server for routing activities to contact center agents, the server including:
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a processor; and a memory, wherein the memory has stored thereon instructions that, when executed by the processor, cause the processor to; identify an activity to be routed to one of the contact center agents; identify one or more parameters for handling the activity; identify one or more contact center agents; retrieve preference settings for each contact center agent of the identified one or more contact center agents; for a particular contact center agent of the identified one or more contact center agents, override the preference settings for the particular contact center agent in response to at least one of receiving a preference override from a contact center administrator, or detecting that quality of performance of the contact center agent is below a threshold quality; and route the activity to one of the identified contact center agents based on the identified one or more parameters and the retrieved preference settings that are not overridden. - View Dependent Claims (14, 15, 16, 17, 18, 19, 20)
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Specification