Routing user communications to agents
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United States of America Patent
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Apr 12, 2016
Issued Date -
N/A
app pub date -
Oct 11, 2013
filing date -
Nov 28, 2012
priority date (Note) -
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status (Latency Note)
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Abstract
A call handling platform receives a call placed by a caller to a calling number and computes an experience score for the caller based on measuring a subset of data points corresponding to an interaction between the caller and an interactive voice response (IVR) module. The experience score provides a numerical measure of a level of satisfaction of the caller in interacting with the IVR module during the call. Determining to route the call to a human agent based on the experience score, the call handling platform accesses historical data corresponding to past calls placed by the caller and received by human agents, and obtains agent scores associated with the human agents. The call handling platform matches the caller to a human agent at a call center based on one or both of the historical data and the agent scores, and routes the call to the human agent.
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