System for Rating Agents and Customers for Use in Profile Compatibility Routing

• US 20120101865A1
• Filed: 10/22/2010
• Published: 04/26/2012
• Est. Priority Date: 10/22/2010
• Status: Abandoned Application

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Zhakov, Slava
• Application Number:
  US12/910,179
• Publication Number:
  US 20120101865A1
• Time in Patent Office: Days
• US Class Current: 705/7.13
• CPC Class Codes: G06Q 10/06311 Scheduling, planning or task assignment for a person or group
• CPC Class Codes: G06Q 10/06398 Performance of employee with respect to a job function

Abstract

A method for routing transactions from customers to agents follows a process of receiving, at a routing server, a transaction to route, and soliciting the customers before connection to an agent, to rate the agents after agent interaction, and checking for existing customer routing profiles. Upon finding an existing routing profile for a customer, checking for existing routing profiles of available agents, and finding existing agent routing profiles, routing customer to agent by matching routing profiles. If no existing routing profile is found for a customer, routing to an agent by a default routing strategy.

Claims

1. A method for routing transactions from customers to agents, comprising the steps of:

(a) upon receiving, at a routing server, a transaction to route, soliciting the customers before connection to an agent, to rate the agents after agent interaction, and checking for existing customer routing profiles;

(b) upon finding an existing routing profile for a customer, checking for existing routing profiles of available agents, and finding existing agent routing profiles, routing customer to agent by matching routing profiles;

(c) if no existing routing profile is found for a customer, routing to an agent by a default routing strategy;

(d) tracking routing and agent interaction, and presenting to the customers, by software executing from a non-transitory medium, and after the interactions, an interactive rating interface;

(e) rating the agents by the customers using the interactive interface;

(f) updating agent profiles with rating results of customer ratings, and in the event of no available profile, creating a new profile for the agents with the rating results; and

(g) discerning characteristics of rating customers by the ratings of agents by the customers, updating customer profiles with the characteristics, and in the event of no available customer profile, creating a new customer profile with the characteristics.

2. The method of claim 1 wherein, in step (e) the interactive interface is an audible presentation delivered to a customer by an interactive voice response unit.

3. The method of claim 1 wherein, in step (e) the interactive interface is a displayed interactive form.

4. The method of claim 1 wherein, in step (e) the interactive interface includes one or more interactive questions with preprogrammed selectable responses.

5. The method of claim 1 wherein, in step (e) the interactive interface includes one or more interactive graphics.

6. The method of claim 1 wherein, in step (e) the interface includes a pre-assembled list of agent traits whereby the customer prioritizes two or more of the listed traits.

7. The method of claim 1 wherein agent and customer profiles further comprise data and characteristics derived from other than the rating process, including customer interaction history, and agent skills.

8. The method of claim 1 including a step for publishing agent profiles in human-readable form.

9. The method of claim 1 wherein the customers are provided with incentives to rate an agent.

10. A system for routing transactions from customers to agents, comprising:

a routing server receiving transactions to route;

a data repository storing routing profiles for customers and agents; and

routing software executing on the routing server from a non-transitory machine readable medium, the routing software providing;

a function soliciting customers before connection to an agent to rate the agents after agent interaction;

a function checking for existing customer routing profile, and upon finding an existing routing profile for a customer, checking for existing routing profiles of available agents, and finding existing agent routing profiles, routing customer to agent by matching routing profiles, and finding no profile for the customer, routing to an agent by a default routing strategy;

a function tracking routing and agent interaction, and presenting to the customers, by software executing from a non-transitory medium, and after the interactions, an interactive rating interface;

a function rating the agents by the customers using the interactive interface;

a function updating agent profiles with rating results of customer ratings, and in the event of no available profile, creating a new profile for the agents with the rating results; and

a function discerning characteristics of rating customers by the ratings of agents by the customers, updating customer profiles with the characteristics, and in the event of no available customer profile, creating a new customer profile with the characteristics.

11. The system of claim 10 wherein the interactive interface is an audible presentation delivered to a customer by an interactive voice response unit.

12. The system of claim 10 wherein the interactive interface is a displayed interactive form.

13. The system of claim 10 wherein the interactive interface includes one or more interactive questions with preprogrammed selectable responses.

14. The system of claim 10 wherein the interactive interface includes one or more interactive graphics.

15. The system of claim 10 wherein the interface includes a pre-assembled list of agent traits whereby the customer prioritizes two or more of the listed traits.

16. The system of claim 10 wherein agent and customer profiles further comprise data and characteristics derived from other than the rating process, including customer interaction history, and agent skills.

17. The system of claim 10 including a function publishing agent profiles in human-readable form.

18. The system of claim 10 wherein the customers are provided with incentives to rate an agent.