Method for Predictive Routing of Incoming Transactions Within a Communication Center According to Potential Profit Analysis
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United States of America Patent
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Issued Date -
Jul 2, 2009
app pub date -
Dec 28, 2007
filing date -
Dec 28, 2007
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Abstract
A transaction routing method in a contact center has steps for (a) identifying an initiator of a received transaction; (b) gathering information about the initiator of the transaction; (c) determining agents available to receive and service the transaction, and gathering information about the agents; (d) using the gathered information, determining a product or promotion; (e) forming combinations among the available agents, the initiator, and the products; (f) determining potential profit contribution or probability for individual ones of the combinations formed in step (e); and (g) selecting an agent to service the transaction based on the potential profitability determined in step (f).
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