公开(公告)号：US10084918B2

公开(公告)日：2018-09-25

申请号：US15844010

申请日：2017-12-15

申请人： Mattersight Corporation

发明人： Kelly Conway ,  David Gustafson ,  Douglas Brown ,  Michael Gates ,  William Skeen ,  Brendan Joyce ,  Christopher Danson

IPC分类号： H04M3/523 ,  H04M3/51 ,  H04M3/42 ,  G06Q30/00

CPC分类号： H04M3/5233 ,  G06Q30/016 ,  H04M3/42068 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5238 ,  H04M2203/551 ,  H04M2203/556

摘要： The methods, apparatus, and systems described herein relate to routing based on customer satisfaction, and include receiving a communication from a customer; retrieving or predicting a first profile of the customer; returning a list of currently available agents and expected available agents, wherein the currently available agents exclude agents that exceed a predetermined work threshold; determining, for each currently available agent and each expected available agent, a proficiency score for handling a customer with the first profile; determining that an expected available agent has a higher proficiency score than a currently available agent; and providing a routing recommendation based on the determined higher proficiency score that will route the customer communication via a communication distributor to the expected available agent.