Adaptable business objective routing for a contact center
First Claim
1. A method for enhanced interaction processing in a contact center, the method comprising:
- detecting, by a processor, a pending interaction with a customer operating a communication device;
identifying, by the processor, first and second objectives of the contact center in response to detecting the pending interaction, wherein the first objective is identified as more important to the contact center than the second objective;
identifying, by the processor, a first agent for handling the first objective, and determining a likelihood of success of the first agent in achieving the first objective;
identifying, by the processor, a second agent for handling the second objective for which 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 first agent;
transmitting, by the processor, instructions to a routing device to route the pending interaction to an agent communication device operated by the second agent; and
prompting, by the processor, the second agent to pursue the second objective.
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Accused Products
Abstract
A system and method for enhanced interaction processing in a contact center that includes routing interactions based on adaptable business objectives. A processor detects a pending interaction with a customer. The processor identifies first and second objectives of the contact center in response to detecting the pending interaction, where the first objective is identified as more important to the contact center than the second objective. The processor identifies a first agent for handling the first objective, and determines a likelihood of success of the first agent in achieving the first objective. The processor identifies a second agent for handling the second objective, and determines a likelihood of success of the second agent in achieving the second objective. In the event that 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 first agent, the processor transmits instructions to route the pending interaction to the second agent. The processor also prompts the second agent to pursue the second objective.
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Citations
16 Claims
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1. A method for enhanced interaction processing in a contact center, the method comprising:
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detecting, by a processor, a pending interaction with a customer operating a communication device; identifying, by the processor, first and second objectives of the contact center in response to detecting the pending interaction, wherein the first objective is identified as more important to the contact center than the second objective; identifying, by the processor, a first agent for handling the first objective, and determining a likelihood of success of the first agent in achieving the first objective; identifying, by the processor, a second agent for handling the second objective for which 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 first agent; transmitting, by the processor, instructions to a routing device to route the pending interaction to an agent communication device operated by the second agent; and prompting, by the processor, the second agent to pursue the second objective. - View Dependent Claims (2, 3, 4, 5, 6, 7)
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8. A system for enhanced interaction processing in a contact center, the system comprising:
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processor; and a memory coupled to the processor, wherein the memory stores instructions that, when executed by the processor, cause the processor to; detect a pending interaction with a customer operating a communication device; identify first and second objectives of the contact center in response to detecting the pending interaction, wherein the first objective is identified as more important to the contact center than the second objective; identify a first agent for handling the first objective, and determine a likelihood of success of the first agent in achieving the first objective; identify a second agent for handling the second objective for which 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 first agent; transmit instructions, by the processor, to a routing device to route the pending interaction to an agent communication device operated by the second agent; and prompt, by the processor, the second agent to pursue the second objective. - View Dependent Claims (9, 10, 11, 12, 13, 14, 15, 16)
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Specification