| 主权项 |
1. A method for performance-based routing of interactions in a contact center comprising:
receiving, by a processor, information on an interaction to be routed; identifying, by the processor, a topic associated with the interaction; identifying, by the processor, one or more agents having experience handling the topic based on a skill level of the one or more agents corresponding to the topic; determining, by the processor, a proficiency level of the identified agents in handling the topic; adjusting, by the processor, the skill level of the one or more agents corresponding to the topic according to changes in the proficiency level of the one or more agents in handling the topic; selecting, by the processor, one of the identified agents having at least a minimum level of skill proficiency in handling the topic, wherein the selecting of one of the identified agents having at least a minimum level of proficiency includes:
identifying, by the processor, a threshold performance value;comparing, by the processor, the proficiency level of the identified agents against the threshold performance value;selecting, by the processor, the one of the identified agents based on the comparison;transmitting a message, by the processor, for routing the interaction to the selected agent; and routing, by a switch, the interaction to a contact center resource in response to the message. |
