System and method for routing a communication utilizing scoring

摘要

A system and method are presented for routing a communication through monitoring one or more of words and voice characteristics of a communicant during an interaction. A communication may be handled based on a score. A score may be calculated based on several factors that are analyzed during an interaction, such as, amplitude, word usage, call metrics, etc. Previous interactions of communicants may also be factored into a score. Such handling may include specialized routing of the communication to a designated handler, for example. A communication may be continually evaluated during its occurrence and said evaluation data stored for future use.

主权项

1. A method for routing a communication in a contact center, wherein said contact center comprises at least an interactive voice response system, the method comprising the steps of:
a. monitoring, in real-time, words and voice characteristics of a communicant during an interaction with the interactive voice response system; b. determining a score for the communicant based on said monitoring; c. determining if a previous score exists in a database for said communicant, wherein said database comprises scores from previous and current interactions of the contact center, for said communicant; d. analyzing at least one of: a score and a previous score; e. routing a communicant to an agent, wherein said agent has a skillset which enables the agent to handle said communicant based at least on the analyzing of step (d); f. continuing to evaluate, in real-time, communicant's score during said interaction; and, g. storing evaluation data in the database for future use.