Invention Grant
- Patent Title: System and method for performance-based routing of interactions in a contact center
-
Application No.: US15268513Application Date: 2016-09-16
-
Publication No.: US09912815B2Publication Date: 2018-03-06
- 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: H04M3/523
- IPC: H04M3/523 ; H04M3/51

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
- US20170149977A1 SYSTEM AND METHOD FOR PERFORMANCE-BASED ROUTING OF INTERACTIONS IN A CONTACT CENTER Public/Granted day:2017-05-25
Information query