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Adaptable business objective routing for a contact center

  • US 9,848,084 B2
  • Filed: 08/01/2014
  • Issued: 12/19/2017
  • Est. Priority Date: 08/01/2014
  • Status: Active Grant
First Claim
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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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