Systems and methods for routing a contact to an agent in a contact center
AssigneeSatmap International Holdings Limited
InventorsZia Chishti, Stuart J. Spottiswoode, Christopher W. Jones
Life of this patent
Estimating the term…
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 determining a first caller grade for a first call, determining a first agent grade for a first agent, and matching the first caller and the first agent based on a comparison of the first caller grade with the first agent grade.
Claims20
A method for handling contacts and agents in a contact center system comprising:
- determining, by at least one computer processor, a first contact grade and a first connection priority for a first contact in a queue of contacts;
- determining, by the at least one computer processor, a second contact grade and a second connection priority for a second contact in the queue of contacts, wherein the second connection priority is higher than the first connection priority;
- determining, by the at least one computer processor, a first agent grade for a first agent;
- matching, by the at least one computer processor, the first contact and the first agent based on a comparison of the first contact grade with the first agent grade;
- increasing, by the at least one computer processor, the first connection priority of the first contact to be higher than the second connection priority of the second contact based on the comparison;
- and
- connecting, by the at least one computer processor, the first contact to the first agent within the contact center system;
- wherein connecting the first contact to the first agent increases an expected performance of the contact center system.
A system for handling contacts and agents in a contact center system comprising:
- at least one computer processor communicatively coupled to the contact center system, wherein the at least one computer processor is configured to:
- determine a first contact grade and a first connection priority for a first contact in a queue of contacts;
- determine a second contact grade and a second connection priority for a second contact in the queue of contacts, wherein the second connection priority is higher than the first connection priority;
- determine a first agent grade for a first agent;
- match the first contact and the first agent based on a comparison of the first contact grade with the first agent grade;
- increase the first connection priority of the first contact to be higher than the second connection priority of the second contact based on the comparison;
- and
- connect the first contact to the first agent within the contact center system;
- wherein connecting the first contact to the first agent increases an expected performance of the contact center system.
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 a processor communicatively coupled to the contact center system and thereby cause the processor to operate so as to:
- determine a first contact grade and a first connection priority for a first contact in a queue of contacts;
- determine a second contact grade and a second connection priority for a second contact in the queue of contacts, wherein the second connection priority is higher than the first connection priority;
- determine a first agent grade for a first agent;
- match the first contact and the first agent based on a comparison of the first contact grade with the first agent grade;
- increase the first connection priority of the first contact to be higher than the second connection priority of the second contact based on the comparison;
- and
- connect the first contact to the first agent within the contact center system;
- wherein connecting the first contact to the first agent increases an expected performance of the contact center system.
Dependencies are inferred from the claim text.