System and method for performance-based routing of interactions in a contact center

• US 9,912,815 B2
• Filed: 09/16/2016
• Issued: 03/06/2018
• Est. Priority Date: 10/31/2013
• Status: Active Grant

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Konig, Yochai, Ristock, Herbert Willi Artur
• Primary Examiner(s): Hong, Harry S
• Application Number:
  US15/268,513
• Publication Number:
  US 20170149977A1
• Time in Patent Office: 536 Days
• Field of Search: None
• CPC Class Codes: H04M 2201/40 using speech recognition speech recognition per se G10L15/00
• CPC Class Codes: H04M 2203/408 Customer-specific call routing plans
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution

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.

Claims

1. A method for performance-based routing of interactions in a contact center comprising:

identifying, by a processor, a topic associated with an interaction to be routed;

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 identified agents corresponding to the topic according to changes in the proficiency level of the identified agents in handling the topic;

after adjusting the skill level, selecting, by the processor, one of the identified agents having at least a minimum level of proficiency in handling the topic; and

routing, by a switch, the interaction to a device associated with the one of the identified agents.

2. The method of claim 1, wherein the proficiency level of a particular agent is calculated based on past Interactions by the particular agent in handling interactions with a same topic.

3. The method of claim 1, wherein the proficiency level of a particular agent is indicative of the ability of the particular agent to resolve the topic a first time the topic is raised in an interaction.

4. The method of claim 3 further comprising:

recognizing, by the processor, a phrase uttered by a customer or agent during a past interaction;

categorizing, by the processor, the past interaction as being unresolved based on the recognized phrase; and

calculating, by the processor, the proficiency level based on a number of past interactions categorized as being unresolved.

5. The method of claim 1, wherein the proficiency level of a particular agent is indicative of a time it takes the agent in handling interactions associated with the topic.

6. The method of claim 1, wherein the topic is identified as a specific agent skill, wherein identifying, by the processor, the one or more agents includes identifying, by the processor, one or more agents with the specific agent skill enabled.

7. The method of claim 1, wherein the selecting of one of the identified agents having at least the minimum level of proficiency includes:

comparing, by the processor, the proficiency level of the identified agents against a threshold performance value; and

selecting, by the processor, the one of the identified agents based on the comparison.

8. The method of claim 1, wherein the identifying of the topic includes:

recognizing a phrase uttered by a customer or agent; and

identifying the topic based on the recognized phrase.

9. The method of claim 8, wherein the phrase is uttered during interaction by the customer with an interactive media response server.

19. The method of claim 1, wherein the selecting of the one of the identified agents having at least the minimum level of proficiency includes:

identifying, by the processor, a threshold performance value; and

selecting, by the processor, the one of the identified agents based on the proficiency level of the identified agents and the threshold performance value.

10. A system for performance-based routing of interactions in a contact center comprising:

a processor, and

a memory coupled to the processor, 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 identified agents corresponding to the topic according to changes in the proficiency level of the identified agents in handling the topic;

after adjusting the skill level, select one of the identified agents having at least a minimum level of proficiency in handling the topic; and

a switch coupled to the processor and configured to route the interaction to a device associated with the one of the identified agents.

11. The system of claim 10, wherein the proficiency level of a particular agent is calculated based on past interactions by the particular agent in handling interactions with a same topic.

12. The system of claim 10, wherein the proficiency level of a particular agent is indicative of the ability of the particular agent to resolve the topic a first time the topic is raised in an interaction.

13. The system of claim 12, wherein the instructions further cause the processor to:

recognize a phrase uttered by a customer or agent during a past interaction;

categorize the past interaction as being unresolved based on the recognized phrase; and

calculate the proficiency level based on a number of past interactions categorized as being unresolved.

14. The system of claim 10, wherein the proficiency level of a particular agent is indicative of a time it takes the agent in handling interactions associated with the topic.

15. The system of claim 10, wherein the topic is identified as a specific agent skill, wherein identifying the one or more agents includes identifying one or more agents with the specific agent skill enabled.

16. The system of claim 10, 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:

compare the proficiency level of the identified agents against a threshold performance value; and

select the one of the identified agents based on the comparison.

17. The system of claim 10, wherein the instructions the cause the processor to identify the topic further includes instructions that cause the processor to:

recognize a phrase uttered by a customer or agent; and

identify the topic based on the recognized phrase.

18. The system of claim 17, wherein the phrase is uttered during interaction by the customer with an interactive media response server.

20. The system of claim 10, wherein in selecting the one of the identified agents having at least the minimum level of proficiency, the instructions further cause the processor to:

identify a threshold performance value; and

select the one of the identified agents based on the proficiency level of the identified agents and the threshold performance value.