System and method for contact center activity routing based on agent preferences

摘要

A method for routing activities in a contact center to contact center agents includes: identifying an activity to be routed to a contact center agent; identifying one or more parameters for handling the activity; identifying one or more contact center agents; retrieving preference settings for the identified one or more contact center agents; routing the activity to one of the identified contact center agents based on the identified one or more parameters and the retrieved preference settings.

主权项

1. A method for routing activities to contact center agents in a contact center comprising a processor, the method comprising:
receiving, by a switch, an activity to be routed to one of the contact center agents; identifying, by a processor, one or more parameters for handling the activity; identifying, by the processor, one or more contact center agents; retrieving, by the processor, preference settings for each contact center agent of the identified one or more contact center agents, the preference settings indicating a desire of the contact center agent to perform a set of activities comprising the activity received by the switch; for a particular contact center agent of the identified one or more contact center agents, overriding, by the processor, the preference settings for the particular contact center agent in response to detecting that quality of performance of the contact center agent is below a threshold quality; and routing, by the processor, the activity to one of the identified contact center agents based on the identified one or more parameters and the retrieved preference settings that are not overridden.