PARTIAL TASK ASSIGNMENT FOR STALL ROUTING

摘要

Contact centers strive to provide quality customer service in a timely manner as well as to maintain profitability to ensure continued business operations. Having optimal agents available to accept every work item a customer may have is expensive and, when such skills are unneeded, wasteful. Once a work item is received, an optimal agent or agents are identified; however, if the wait time is unacceptable, the work item may be passed to a suboptimal agent who is able to process a portion of the work item. Once the optimal agent becomes available, the work item is joined by the optimal agent or, alternatively, a second non-optimal agent is brought in to address a second portion of the work item.

主权项

1. A system, comprising:
a communication interface configured to receive a communication comprising a work item from a customer; a router configured to route the communication to a selected agent of an agent pool; and a processor configured to:
determine a plurality of subtasks comprising the work item;identify an optimal agent from the agent pool to process the work item;identify a wait time for the optimal agent; andupon determining the wait time is greater than a previously determined threshold wait time, identify a first subtask from the plurality of subtasks, identify a first suboptimal agent from the agent pool qualified to process the first subtask, signal the router to route the communication to the first suboptimal agent, and enqueue the communication into a queue for the optimal agent.