System and method for selecting agent in a contact center for improved call routing

摘要

An agent selection system for selecting agents during call routing in a contact center is provided. The agent selection system includes a data mining module to mine agent related data from preconfigured resources e.g., social networking sites. The agent selection system further includes a profile module to build one or more agent profile based on the mined agent related data. The agent selection system further includes a mapping module configured to map a customer profile in a customer work request with the one or more agent profile. The agent selection system further includes a selection module to select an agent for handling the customer work request based on mapping between the customer profile and the one or more agent profile.

主权项

1. An agent computer selection system for selecting agent computers during call routing in a contact center, comprising:
a memory device storing executable instructions, and a processor in communication with the memory device, wherein the processor when executing the executable instructions: mines respective agent related data from preconfigured resources for each of a plurality of agents of the contact center,
wherein each of the plurality of agents is associated with a respective agent computer, andwherein the preconfigured resources comprise social networking sites; builds a respective agent profile for each of the plurality of agents based on the mined agent related data; maps a customer profile in a customer work request with one or more of the respective agent profiles; and selects one of the respective agent computers for handling the customer work request based on the mapping with the customer profile and the one or more respective agent profiles.