Invention Grant
US09451090B2 System and method for performance-based routing of interactions in a contact center
有权
用于在联络中心进行交互的基于性能的路由的系统和方法
- Patent Title: System and method for performance-based routing of interactions in a contact center
- Patent Title (中): 用于在联络中心进行交互的基于性能的路由的系统和方法
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Application No.: US14068959Application Date: 2013-10-31
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Publication No.: US09451090B2Publication Date: 2016-09-20
- Inventor: Yochai Konig , Herbert Willi Artur Ristock
- Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
- Applicant Address: US CA Daly City
- Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
- Current Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
- Current Assignee Address: US CA Daly City
- Agency: Lewis Roca Rothgerber Christie LLP
- Main IPC: H04M3/51
- IPC: H04M3/51 ; H04M3/523
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.
Public/Granted literature
- US20150117632A1 SYSTEM AND METHOD FOR PERFORMANCE-BASED ROUTING OF INTERACTIONS IN A CONTACT CENTER Public/Granted day:2015-04-30
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