Method and system for automatically assigning a customer call to an agent
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United States of America Patent
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N/A
Issued Date -
Mar 23, 2006
app pub date -
Sep 17, 2004
filing date -
Sep 17, 2004
priority date (Note) -
Abandoned
status (Latency Note)
Importance
Abstract
Systems and methods for automatically assigning a customer call to one of a plurality of agents in customer contact center. The method includes receiving a customer call for assistance, the customer call comprising one or more customer parameters. Next, the calling customer is matched with one of the plurality of agents based upon the correlation of customer and agent parameters. Next, a customer-agent session is conducted, during which the agent attempts to provide the requested assistance to the customer. The customer is interviewed contemporaneously with (i.e., during or immediately thereafter) the customer-agent session to obtain customer feedback data. Subsequently, the agent's profile is updated with the customer feedback data, whereby the updated agent's profile is selectable for correlation to the customer parameters of a subsequently received customer call for a potential match therewith.
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Family
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Cited Art Landscape
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