Invention Application
WO2015066554A1 SYSTEM AND METHOD FOR PERFORMANCE-BASED ROUTING OF INTERACTIONS IN A CONTACT CENTER
审中-公开
在接触中心进行相互作用的基于性能的路由系统和方法
- Patent Title: SYSTEM AND METHOD FOR PERFORMANCE-BASED ROUTING OF INTERACTIONS IN A CONTACT CENTER
- Patent Title (中): 在接触中心进行相互作用的基于性能的路由系统和方法
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Application No.: PCT/US2014/063582Application Date: 2014-10-31
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Publication No.: WO2015066554A1Publication Date: 2015-05-07
- Inventor: KONIG, Yochai , RISTOCK, Herbert Willi Artur
- Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
- Applicant Address: 2001 Junipero Serra Boulevard Daly City, California 94014 US
- Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
- Current Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
- Current Assignee Address: 2001 Junipero Serra Boulevard Daly City, California 94014 US
- Agency: CHANG, Josephine E.
- Priority: US14/068,959 20131031
- Main IPC: G06Q30/02
- IPC: G06Q30/02
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.
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