Routing user communications to agents

A system comprising:

• processor;
• and
• memory, wherein the memory stores therein instructions that, when executed by the processor, cause the processor to:
• prompt a first customer, by a processor, to select the first subset of data points from a group of available data points;
• prompt the first customer, by the processor, to configure values for the first subject of data points;
• identify a first interaction by a first user directed to a first contact center, the first user being different from the first customer;
• measure a first subset of data points based on analysis of communication between the first user and a contact center resource during the first interaction;
• compute an experience score for the first user based on measurements of the first subset of data points, wherein the experience score reflects a numerical measure of a level of satisfaction of the first user in interacting with a resource of the contact center during the first interaction;
• and
• in response to determining that the experience score for the first user is lower than a preset first threshold, transmit signals for routing the first interaction to a first human agent associated with the first contact center.

A computer-implemented method comprising:

• identifying, by a processor, a first interaction by a first user directed to a first contact center;
• measuring, by the processor, a first subset of data points based on analysis of communication between the first user and a contact center resource during the first interaction, wherein the analysis comprises detecting a preset keyword in the communication from the first user, wherein the preset keyword is configured by a first customer, other than the first user, having access to functionality provided by the processor;
• computing, by processor, during the first interaction, an experience score associated with the first interaction;
• and
• transmitting by the processor, in response to determining that the experience score is lower than a present first threshold, signals for routing the first interaction to a first human agent associated with the first contact center.