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 based on a skill level of the one or more agents corresponding to the topic;
determining, by the processor, a proficiency level of the identified agents in handling the topic;
adjusting, by the processor, the skill level of the one or more agents corresponding to the topic according to changes in the proficiency level of the one or more agents in handling the topic;
selecting, by the processor, one of the identified agents having at least a minimum level of skill proficiency in handling the topic, wherein the selecting of one of the identified agents having at least a minimum level of proficiency includes;
identifying, by the processor, a threshold performance value;
comparing, by the processor, the proficiency level of the identified agents against the threshold performance value;
selecting, by the processor, the one of the identified agents based on the comparison;
transmitting a message, by the processor, for routing the interaction to the selected agent; and
routing, by a switch, the interaction to a contact center resource in response to the message.
3 Assignments
0 Petitions
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.
-
Citations
18 Claims
-
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 based on a skill level of the one or more agents corresponding to the topic; determining, by the processor, a proficiency level of the identified agents in handling the topic; adjusting, by the processor, the skill level of the one or more agents corresponding to the topic according to changes in the proficiency level of the one or more agents in handling the topic; selecting, by the processor, one of the identified agents having at least a minimum level of skill proficiency in handling the topic, wherein the selecting of one of the identified agents having at least a minimum level of proficiency includes; identifying, by the processor, a threshold performance value; comparing, by the processor, the proficiency level of the identified agents against the threshold performance value; selecting, by the processor, the one of the identified agents based on the comparison; transmitting a message, by the processor, for routing the interaction to the selected agent; and routing, by a switch, the interaction to a contact center resource in response to the message. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 17)
-
-
9. A system for performance-based routing of interactions in a contact center comprising:
-
processor; 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 based on a skill level of the one or more agents corresponding to the topic; determine a proficiency level of the identified agents in handling the topic; adjust the skill level of the one or more agents corresponding to the topic according to changes in the proficiency level of the one or more agents in handling the topic; select one of the identified agents having at least a minimum level of proficiency in handling the topic, wherein the instructions that cause the processor to select one of the identified agents having at least a minimum level of proficiency includes instructions that cause the processor to; identify a threshold performance value; compare the proficiency level of the identified agents against the threshold performance value; select the one of the identified agents based on the comparison; and transmit a message for routing the interaction to the selected agent; and a switch configured to route the interaction to a contact center resource, in response to the message. - View Dependent Claims (10, 11, 12, 13, 14, 15, 16, 18)
-
Specification