Method and apparatus for determining customer routing in a call center

A non-transitory computer readable medium having computer readable code thereon for determining customer routing in a call center, the medium comprising:

• instructions for recording information relating to a customer in a communication session with the call center, wherein said recording information relating to a customer in a communication session with the call center comprises recording the number of options said customer has chosen;
• instructions for evaluating the information relating to a customer in a communication session with the call center;
• and
• instructions for determining whether to transfer said customer to a generalist based on said evaluating the information relating to a customer in a communication session with the call center:
• and
• instructions for transferring the customer to a generalist when a result of the determining is that the customer should be transferred to a generalist and refraining from transferring the customer to a generalist and when the result of the determining is that the customer should not be transferred to a generalist.

A computer system comprising:

• a memory;
• a processor;
• a communications interface;
• an interconnection mechanism coupling the memory, the processor and the communications interface;
• and
• wherein the memory is encoded with an application for of determining customer routing in a call center that when performed on the processor, provides a process for processing information, the process causing the computer system to be capable of performing the operations of:
• recording information relating to a customer in a communication session with the call center, wherein said recording information relating to a customer in a communication session with the call center comprises recording the number of options said customer has chosen;
• evaluating the information relating to a customer in a communication session with the call center;
• and
• determining whether to transfer said customer to a generalist based on said evaluating the information relating to a customer in a communication session with the call center:
• and
• transferring the customer to a generalist when a result of the determining is that the customer should be transferred to a generalist and refraining from transferring the customer to a generalist and when the result of the determining is that the customer should not be transferred to a generalist.