Routing user communications to agents

A computer-implemented method comprising:

• receiving, at a call handling platform, a first call placed by a first caller to a first calling number;
• computing, by the call handling platform, a first experience score for the first caller based on measuring a first subset of data points corresponding to an interaction between the first caller and an interactive voice response (IVR) module associated with the call handling platform, wherein the first experience score provides a numerical measure of a level of satisfaction of the first caller in interacting with the IVR module during the first call;
• determining, by the call handling platform, to route the first call to a human agent based on the first experience score;
• in response to determining to route the first call to a human agent:
• accessing, by the call handling platform, historical data corresponding to past calls placed by the first caller and received by human agents, wherein the historical data includes information on interactions between the first caller and the human agents during the past calls;
• obtaining, by the call handling platform, agent scores associated with the human agents, wherein the agent scores provide information on a level of performance skills associated with the human agents in interacting with callers;
• matching, by the call handling platform, the first caller to a first human agent at a first call center based on one or both of the historical data and the agent scores;
• and
• routing, by the call handling platform, the first call to the first human agent at the first call center,
• wherein accessing the historical data corresponding to past calls placed by the first caller comprises:
• determining, by the call handling platform, a subject matter of the first call;
• identifying, by the call handling platform, human agents who are trained to handle calls corresponding to the determined subject matter;
• determining, by the call handling platform, whether the first caller had interacted with each of the identified human agents in the past;
• and
• obtaining, by the call handling platform, historical data of interactions between the first caller and the identified human agents with whom the first caller had interacted in the past,
• wherein the historical data includes second experience scores for the first caller, each of the second experience scores being specific to one of the identified human agents with whom the first caller had previously interacted and reflecting an estimated level of satisfaction of the first caller with past interactions with the corresponding one of the identified human agents.

A system comprising:

• a call handling platform that includes a processor and instructions stored in a machine-readable medium that, when executed by the processor, are configured to cause the processor to perform operations comprising:
• receiving, at the call handling platform, a first call placed by a first caller to a first calling number;
• computing, by the call handling platform, a first experience score for the first caller based on measuring a first subset of data points corresponding to an interaction between the first caller and an interactive voice response (IVR) module associated with the call handling platform, wherein the first experience score provides a numerical measure of a level of satisfaction of the first caller in interacting with the IVR module during the first call;
• determining, by the call handling platform, to route the first call to a human agent based on the first experience score;
• in response to determining to route the first call to a human agent:
• accessing, by the call handling platform, historical data corresponding to past calls placed by the first caller and received by human agents, wherein the historical data includes information on interactions between the first caller and the human agents during the past calls;
• obtaining, by the call handling platform, agent scores associated with the human agents, wherein the agent scores provide information on a level of performance skills associated with the human agents in interacting with callers;
• matching, by the call handling platform, the first caller to a first human agent at a first call center based on one or both of the historical data and the agent scores;
• and
• routing, by the call handling platform, the first call to the first human agent at the first call center,
• wherein accessing the historical data corresponding to past calls placed by the first caller comprises:
• determining, by the call handling platform, a subject matter of the first call;
• identifying, by the call handling platform, human agents who are trained to handle calls corresponding to the determined subject matter;
• determining, by the call handling platform, whether the first caller had interacted with each of the identified human agents in the past;
• and
• obtaining, by the call handling platform, historical data of interactions between the first caller and the identified human agents with whom the first caller had interacted in the past,
• wherein the historical data includes second experience scores for the first caller, each of the second experience scores being specific to one of the identified human agents with whom the first caller had previously interacted and reflecting an estimated level of satisfaction of the first caller with past interactions with the corresponding one of the identified human agents.