Method and system for determining customer's skill, knowledge level, and/or interest
AssigneeAvaya Inc.
InventorsHarvey S. Waxman, Paul Roller Michaelis
Life of this patent
Estimating the term…
Abstract
A microprocessor executable work assignment mechanism selects a work item associated with a customer, dynamically determines, for the customer, a customer proficiency level with respect to a contact center product and/or product area sold and/or serviced by a contact center, and uses the customer proficiency level in assigning the selected work item to a resource for servicing and/or in providing the determined customer proficiency level to an assigned resource for use in servicing the selected work item.
Claims21
A method, comprising:
- selecting, by a microprocessor executable work assignment mechanism, a work item associated with a customer;
- dynamically determining, by the work assignment mechanism and for the customer, a customer proficiency level with respect to a contact center product and/or product area sold and/or serviced by a contact center;
- and
- the work assignment mechanism at least one of using the customer proficiency level in assigning the selected work item to a resource for servicing and providing the determined customer proficiency level to an assigned resource for use in servicing the selected work item.
A system, comprising:
- a plurality of agent communication devices;
- a routing engine configured to route work items to agent communication devices for servicing, each of the work items being a customer contact received by a contact center;
- and
- a microprocessor executable work assignment mechanism operable to:
- select a work item associated with a customer;
- dynamically determine, for the customer, a customer proficiency level with respect to a contact center product and/or product area sold and/or serviced by a contact center;
- and
- at least one of use the customer proficiency level to assign the selected work item to an agent for servicing and provide the determined customer proficiency level to an agent for use in servicing the selected work item.
A tangible and non-transient computer readable medium for use in a contact center comprising a plurality of agent communication devices and a routing engine configured to route work items to agent communication devices for servicing, each of the work items being a customer contact received by a contact center, the computer readable medium comprising microprocessor readable and executable instructions that, when executed by the microprocessor, perform at least the following operations:
- select a work item associated with a customer;
- dynamically determine, for the customer, a customer proficiency level with respect to a contact center product and/or product area sold and/or serviced by a contact center;
- and
- at least one of use the customer proficiency level to assign the selected work item to an agent for servicing and provide the determined customer proficiency level to an agent for use in servicing the selected work item.
Dependencies are inferred from the claim text.