ENFORCEMENT OF CONTACT CENTER COMMUNICATION SESSION ROUTING BEHAVIORS
First Claim
1. A system comprising:
- a microprocessor; and
a computer readable medium coupled with the microprocessor and comprising microprocessor readable and executable instructions that program the microprocessor to;
identify, in real-time, one or more routing characteristics for a communication session and/or agent session in a contact center network;
compare the one or more routing characteristics for the communication session and/or agent session to one more predefined routing characteristics that identify a wanted and/or unwanted communication session behavior in the contact center network; and
in response to identifying the wanted and/or unwanted communication session behavior in the contact center network, change routing of the communication session and/or agent session in the contact center network.
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Accused Products
Abstract
Routing one or more routing characteristics of a communication session/or agent session are identified in real-time. For example, a routing characteristic is captured for a communication session (e.g., a voice call) as it goes into a contact center queue and then to an agent communication endpoint. The routing characteristics of the communication session/agent sessions is compared to one or more predefined routing characteristics that identify a wanted and/or unwanted communication session routing behavior/agent session in the contact center network. In response to identifying the wanted and/or unwanted communication session routing behavior in the contact center network, routing of the communication session and/or agent session in the contact center network are automatically changed.
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Citations
20 Claims
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1. A system comprising:
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a microprocessor; and a computer readable medium coupled with the microprocessor and comprising microprocessor readable and executable instructions that program the microprocessor to; identify, in real-time, one or more routing characteristics for a communication session and/or agent session in a contact center network; compare the one or more routing characteristics for the communication session and/or agent session to one more predefined routing characteristics that identify a wanted and/or unwanted communication session behavior in the contact center network; and in response to identifying the wanted and/or unwanted communication session behavior in the contact center network, change routing of the communication session and/or agent session in the contact center network. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13)
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14. A method comprising:
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identify, by a microprocessor, in real-time, one or more routing characteristics for a communication session and/or agent session in a contact center network; comparing, by the microprocessor, the one or more routing characteristics for the communication session and/or agent session to one more predefined routing characteristics that identify a wanted and/or unwanted communication session behavior in the contact center network; and in response to identifying the wanted and/or unwanted communication session behavior in the contact center network, changing, by the microprocessor, routing of the communication session and/or agent session in the contact center network. - View Dependent Claims (15, 16, 17, 18, 19)
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20. A non-transitory computer readable medium comprising computer readable instructions that cause a microprocessor to:
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identify, in real-time, one or more routing characteristics for a communication session and/or agent session in a contact center network; compare the one or more routing characteristics for the communication session and/or agent session to one more predefined routing characteristics that identify a wanted and/or unwanted communication session behavior in the contact center network; and in response to identifying the wanted and/or unwanted communication session behavior in the contact center network, change routing of the communication session and/or agent session in the contact center network.
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Specification