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:
- receiving, by a processor, information on an interaction to be routed;
identifying, by the processor, a topic associated with the interaction;
identifying, by the processor, one or more agents having experience handling the topic;
determining, by the processor, a proficiency level of the identified agents in handling the topic;
selecting, by the processor, one of the identified agents having at least a minimum level of proficiency in handling the topic; and
transmitting a message, by the processor, for routing the interaction to the selected 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.
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Citations
18 Claims
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1. A method for performance-based routing of interactions in a contact center comprising:
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receiving, by a processor, information on an interaction to be routed; identifying, by the processor, a topic associated with the interaction; identifying, by the processor, one or more agents having experience handling the topic; determining, by the processor, a proficiency level of the identified agents in handling the topic; selecting, by the processor, one of the identified agents having at least a minimum level of proficiency in handling the topic; and transmitting a message, by the processor, for routing the interaction to the selected agent. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
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10. A system for performance-based routing of interactions in a contact center comprising:
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processor; and memory, the memory storing instructions that, when executed by the processor, cause the processor to; identify information on an interaction to be routed; identify a topic associated with the interaction; identify one or more agents having experience handling the topic; determine a proficiency level of the identified agents in handling the topic; select one of the identified agents having at least a minimum level of proficiency in handling the topic; and transmit a message for routing the interaction to the selected agent. - View Dependent Claims (11, 12, 13, 14, 15, 16, 17, 18)
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Specification