Customer-enabled evaluation and control of communication center agent contact

摘要

A communication center has agents operating at workstations and enabled to interact with customers, a router for routing incoming transactions from customers to agents, and routing rule sets associated with specific customers. Individual ones of the rule sets include one or more contact constraints set by the customer associated with the rule set.

主权项

1. A communication center comprising:
a router configured to route transactions; a data storage device configured to store routing rules; a processor; and a memory coupled to the processor, wherein the memory has stored thereon instructions that, when executed by the processor, causes the processor to:
identify a particular customer in response to an incoming transaction;identify a preference of the particular customer to be routed to a particular agent according to the routing rules, wherein the preference is identified based on data associated with a previous interaction between the particular customer and the particular agent; andin response to the particular agent being identified as not being available, transmit a notification to the particular customer of an opportunity for a later transaction when the particular agent is available.