SYSTEM AND METHOD FOR CASE-BASED ROUTING FOR A CONTACT

• US 20160036981A1
• Filed: 08/01/2014
• Published: 02/04/2016
• Est. Priority Date: 08/01/2014
• Status: Active Grant

• Current Assignee: Genesys Cloud Services Incorporated
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Hollenberg, Todd, Krug, Bradley, Ristock, Herbert Willi Artur, Toerck, Charlotte, Korolev, Nikolay, Anderson, David H.
• Granted Patent: US 9,781,270 B2
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: H04M 2203/402 Agent or workforce management
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution

Abstract

A system and method for case-based routing as opposed to atomic interaction routing. A processor opens a case in a customer database. The case is associated with a workflow that has steps anticipated to be executed for the case. The processor identifies first and second steps of the workflow, and further identifies an agent with skills for handling the first and second steps. The processor generates a task for handling at least the first step of the workflow, and transmits instructions to route the task to the identified agent.

Claims

1. A method for case-based routing in a contact center, the method comprising:

opening, by a processor, a case in a customer database, wherein the case is associated with a workflow having steps anticipated to be executed for the case;

identifying, by the processor, first and second steps of the workflow;

identifying, by the processor, an agent with skills for handling the first and second steps;

generating, by the processor, a task for handling at least the first step of the workflow; and

transmitting, by the processor, instructions to route the task to the identified agent.

2. The method of claim 1, wherein the case is a record including a history of interactions occurring in the case.

3. The method of claim 1, wherein the case is associated with a case ID, and the instructions to route the task include the case ID.

4. The method of claim 3 further comprising:

retrieving, by the processor, a history of interactions associated with the case based on the case ID; and

displaying, by the processor, the history of interactions on an agent device for the identified agent.

5. The method of claim 1 further comprising:

generating, by the processor, a second task for handling the second step of the workflow; and

transmitting, by the processor, instructions to route the second task to the identified agent.

6. The method of claim 1 further comprising:

monitoring, by the processor, for a trigger event, wherein the generating of the task is based on detecting occurrence of the trigger event.

7. The method of claim 6, wherein the trigger event is lapse of a set time period between two workflow steps.

8. The method of claim 6, wherein the trigger event is a preset date.

9. A system for routing one or more tasks associated with a case, the system comprising:

processor;

memory, wherein the memory stores instructions that, when executed by the processor, cause the processor to;

open a case in a customer database, wherein the case is associated with a workflow having steps anticipated to be executed for the case;

identify first and second steps of the workflow;

identify an agent with skills for handling the first and second steps;

generate a task for handling at least the first step of the workflow; and

transmit instructions to route the task to the identified agent.

10. The system of claim 9, wherein the case is a record including a history of interactions occurring in the case.

11. The system of claim 9, wherein the case is associated with a case ID, and the instructions to route the task include the case ID.

12. The system of claim 11, wherein the instructions further cause the processor to:

retrieve a history of interactions associated with the case based on the case ID; and

display, by the processor, the history of interactions on an agent device for the identified agent.

13. The system of claim 11, wherein the instructions further cause the processor to:

generate a second task for handling the second step of the workflow; and

transmit instructions to route the second task to the identified agent.

14. The system of claim 9, wherein the instructions further cause the processor to:

monitor for a trigger event, wherein the generating of the task is based on detecting occurrence of the trigger event.

15. The system of claim 14, wherein the trigger event is lapse of a set time period between two workflow steps.

16. The system of claim 14, wherein the trigger event is a preset date.

17. The system of claim 9, wherein the instructions further cause the processor to:

retrieve identification of a first customer segment to which a customer associated with the case belongs, wherein the first customer segment is associated with a first objective of the contact center;

predict an outcome of handling the task by the agent according to the first customer segment;

identify a second customer segment based on the predicted outcome;

re-associate the customer to the second customer segment, wherein the second customer segment is associated with a second objective of the contact center different from the first objective; and

handle the task according to the second objective instead of the first objective.

18. The system of claim 9, wherein the instructions further cause the processor to:

identify first and second objectives of a contact center, wherein the first objective is identified as more important to the contact center than the second objective;

determine that the agent has skills for achieving the first objective;

determine a likelihood of success of the first agent in achieving the first objective;

identify a second agent for handling the second objective, wherein the second agent also has skills for handling the first and second steps;

determine a likelihood of success of the second agent in achieving the second objective, wherein the likelihood of success in achieving the second objective by the second agent is higher than the likelihood of success of achieving the first objective by the agent;

transmit instructions to route the task to the second agent; and

prompt the second agent to pursue the second objective.