Skill change and routing correction
First Claim
Patent Images
1. A server, comprising:
- a memory operable to store accessible data and processor instructions;
a network interface that interconnects the server to network components via a communication network; and
a processor performing;
accessing a work item received by a contact center;
determining at a first time, a reported routing attribute of the work item;
making a first routing decision whereby a first agent of the contact center is selected to receive the work item in accordance with the reported routing attribute being associated with a first skill of the first agent;
routing the work item to the first agent for processing the work item;
monitoring a dialog between the first agent and a customer associated with processing the work item;
receiving, at a second time and from the monitored dialog, indicia of an actual routing attribute and the second time being after the first agent has initiated processing of the work item and wherein the first agent remains able to process the work item;
accessing a database record comprising a correlation entry for the actual routing attribute and the reported routing attribute; and
upon determining the correlation entry is above a previously determined threshold, executing a misrouting action.
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Abstract
Customer of a contact center often provide information related to their call that is use to route the call to an appropriate agent. As a result, a work item is created and routed to an agent selected, at least in part, as having a skill associated with the information provided. However, the information is often missing or wrong. As an agent processes the work item, it may become apparent that the work item was misrouted and if the true nature of the work item was known earlier, the work item would have been routed to a different agent. Provided with respect to certain embodiments, misrouted work items are identified and, if appropriate, rerouted to an appropriate agent for processing.
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Citations
20 Claims
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1. A server, comprising:
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a memory operable to store accessible data and processor instructions; a network interface that interconnects the server to network components via a communication network; and a processor performing; accessing a work item received by a contact center; determining at a first time, a reported routing attribute of the work item; making a first routing decision whereby a first agent of the contact center is selected to receive the work item in accordance with the reported routing attribute being associated with a first skill of the first agent; routing the work item to the first agent for processing the work item; monitoring a dialog between the first agent and a customer associated with processing the work item; receiving, at a second time and from the monitored dialog, indicia of an actual routing attribute and the second time being after the first agent has initiated processing of the work item and wherein the first agent remains able to process the work item; accessing a database record comprising a correlation entry for the actual routing attribute and the reported routing attribute; and upon determining the correlation entry is above a previously determined threshold, executing a misrouting action. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
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10. A system, comprising:
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means to store data and processor instructions; means to interconnect a server to network components via a communication network; and means to process data further comprising; accessing a work item received by a contact center; determining at a first time, a reported routing attribute of the work item; making a first routing decision whereby a first agent of the contact center is selected to receive the work item in accordance with the reported routing attribute being associated with a first skill of the first agent; routing the work item to the first agent for processing of the work item; monitoring a dialog between the first agent and a customer associated with processing the work item; receiving, at a second time and from the monitored dialog, indicia of an actual routing attribute and the second time being after the first agent has initiated processing of the work item and wherein the first agent remains able to process the work item; accessing a database record comprising a correlation entry for the actual routing attribute and the reported routing attribute; and upon determining the correlation entry is above a previously determined threshold, executing a misrouting action. - View Dependent Claims (11, 12, 13, 14, 15, 16, 17)
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18. A processor, configured to perform operations comprising:
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accessing a work item received by a contact center; determining at a first time, a reported routing attribute of the work item; making a first routing decision whereby a first agent of the contact center is selected to receive the work item in accordance with the reported routing attribute being associated with a first skill of the first agent; routing the work item to the first agent for processing the work item; monitoring a dialog between the first agent and a customer associated with processing the work item; receiving, at a second time and from the monitored dialog, indicia of an actual routing attribute and the second time being after the first agent has initiated processing of the work item and wherein the first agent remains able to process the work item; accessing a database record comprising a correlation entry for the actual routing attribute and the reported routing attribute; and upon determining the correlation entry is above a previously determined threshold, executing a misrouting action. - View Dependent Claims (19, 20)
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Specification