Selective mapping of callers in a call center routing system
AssigneeSatmap International Holdings Limited
InventorZia CHISHTI
Life of this patent
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Abstract
Techniques for handling contacts and agents in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for handling contacts and agents in a contact center system including associating an outcome of an interaction between a contact and an agent with an identification of a matching strategy used for matching the contact with the agent.
Claims20
A method for handling contacts and agents in a contact center system comprising associating an outcome of an interaction between a contact and an agent with an identification of a matching strategy used for matching the contact with the agent.
A system for handling contacts and agents in a contact center system comprising:
- at least one processor communicatively coupled to the contact center system, wherein the at least one processor is configured to:
- associate an outcome of an interaction between a contact and an agent with an identification of a matching strategy used for matching the contact with the agent.
An article of manufacture for handling contacts and agents in a contact center system comprising:
- a non-transitory processor readable medium;
- and
- instructions stored on the medium;
- wherein the instructions are configured to be readable from the medium by at least one processor communicatively coupled to the contact center system and thereby cause the at least one processor to operate so as to:
- associate an outcome of an interaction between a contact and an agent with an identification of a matching strategy used for matching the contact with the agent.
Dependencies are inferred from the claim text.