System for routing interactions using bio-performance attributes of persons as dynamic input
AssigneeGenesys Telecommunications Laboratories, Inc.
InventorOleg Olegovich Saushkin
Life of this patent
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Abstract
A system for routing an interaction has a queue for staging the interaction, a router running a routing strategy for routing the interaction, and a number of object models maintained for a number of agents, the object models defining one or more agent skills, the values of the object models dynamically affected by real-time bio-metrics of the agents obtained through ongoing monitoring of voice and input actions of the agents. The routing strategy routes the interaction based on comparison of the dynamically-affected skill values of the agents, as evidenced in the object models.
Claims20
A system for routing interactions to agents of a customer contact center, the system comprising:
- a processor;
- a memory coupled to the processor and storing computer instructions that, when executed by the processor, cause the processor to:
- monitor biometric characteristics of a first agent of the contact center having skills to process interactions, wherein the skills include a first skill and a second skill;
- update an attribute for the first agent based on the monitored biometric characteristics;
- determine an impact of the attribute on the first skill and the second skill for the first agent;
- compare the impact of the attribute for each of the first skill and the second skill for the first agent with a threshold performance level value;
- and
- in response to the impact of the attribute for only the first skill from among the first and second skills falling below the threshold performance level value, suspend routing of the interactions requiring the first skill to the first agent, and continue routing of the interactions requiring the second skill to the first agent;
- and
- a routing device coupled to the processor, the routing device being configured to route the interactions requiring the second skill to the first agent.
A method for routing interactions to agents of a customer contact center, the method comprising:
- monitoring, by a processor, biometric characteristics of a first agent of the contact center having skills to process interactions, wherein the skills include a first skill and a second skill;
- updating, by the processor, an attribute for the first agent based on the monitored biometric characteristics;
- determining, by the processor, an impact of the attribute on the first skill and the second skill for the first agent;
- comparing, by the processor, the impact of the attribute for each of the first skill and the second skill for the first agent with a threshold performance level value;
- in response to the impact of the attribute for only the first skill from among the first and second skills falling below the threshold performance level value, suspending, by the processor, routing of the interactions requiring the first skill to the first agent, and continuing routing of the interactions requiring the second skill to the first agent;
- and
- routing, by a routing device coupled to the processor, the interactions requiring the second skill to the first agent.
Dependencies are inferred from the claim text.