Real-time predictive routing

摘要

The methods, apparatus, and systems described herein are designed to route customer communications to the best agent or best available agent. The methods include receiving a customer communication, predicting a demographic profile of the customer associated with the customer communication, and providing a routing recommendation to route the customer to an agent based on the prediction and historical customer data.

主权项

1. A system configured to route incoming customer tasks, comprising:
a node comprising a processor and a non-transitory computer readable medium operably coupled thereto, the non-transitory computer readable medium comprising a plurality of instructions stored in association therewith that are accessible to, and executable by, the processor, where the plurality of instructions comprises:
instructions that, when executed, identify origination data for a customer contacting a contact center with a customer task;instructions that, when executed, monitor agent workloads and stop assigning customer tasks to agents at any time that the agents have exceeded a predetermined work threshold, wherein the predetermined work threshold is based on hours worked by the agents divided by logged in time of the agents;instructions that, when executed, provide a routing recommendation to a communication distributor to route the customer to an agent based on historical customer data wherein the agent has not exceeded the predetermined work threshold; andinstructions that, when executed, route the communication via the communication distributor to the agent based on the routing recommendation.