System for routing interactions using bio-performance attributes of persons as dynamic input
OwnerOleg Olegovich Saushkininventor
Life of this patent
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Abstract
A system for routing an interaction has a queue for staging the interaction, a router running a routing strategy for routing the interaction, and a number of object models maintained for a number of agents, the object models defining one or more agent skills, the values of the object models dynamically affected by real-time bio-metrics of the agents obtained through ongoing monitoring of voice and input actions of the agents. The routing strategy routes the interaction based on comparison of the dynamically-affected skill values of the agents, as evidenced in the object models.
Claims20
A system for routing interactions to agents of a customer contact center, the system comprising:
- a processor;
- a memory coupled to the processor and storing computer instructions that, when executed by the processor, cause the processor to:
- monitor biometric characteristics of a first agent of the contact center;
- select a particular skill from a plurality of skills considered for routing interactions;
- predict a performance degradation of the particular skill for the first agent based on the monitored biometric characteristics;
- dynamically update a skill level of the particular skill for the first agent based on the prediction;
- detect a second interaction for being routed to one of the agents of the customer contact center;
- compare the updated skill level of the particular skill for the first agent against a skill level of the particular skill for a second agent of the contact center;
- select the second agent instead of the first agent based on the comparison;
- and
- transmit instructions for routing the second interaction to the selected second agent;
- and
- a device coupled to the processor for establishing a connection with a communication appliance of the selected second agent.
A method for routing interactions to agents of a customer contact center, the method comprising:
- monitoring, by a processor, biometric characteristics of a first agent of the contact center;
- selecting, by the processor, a particular skill from a plurality of skills considered for routing interactions;
- predicting, by the processor, a performance degradation of the particular skill for the first agent based on the monitored biometric characteristics;
- dynamically updating, by the processor, a skill level of the particular skill for the first agent based on the prediction;
- detecting, by the processor, a second interaction for being routed to one of the agents of the customer contact center;
- comparing, by the processor, the updated skill level of the particular skill for the first agent against a skill level of the particular skill for a second agent of the contact center;
- selecting, by the processor, the second agent instead of the first agent based on the comparison;
- transmitting, by the processor, instructions for routing the second interaction to the selected second agent;
- and
- establishing, by a device coupled to the processor, connection with a communication appliance of the selected second agent.
Dependencies are inferred from the claim text.