MULTI-DIMENSIONAL APPROACH TO AGENT ASSIGNMENT

摘要

Embodiments described herein provide an efficient multi-dimensional routing algorithm that takes into account decision factors including but not limited to skills of the agents, a channel to be used for a particular contact, personal preferences and other contact specific information, a balance between inbound and outbound contacts, the relative expense of agents for a particular contact, etc. This routing algorithm can be adapted to handle mandatory conditions as well as soft conditions. Each of the various possible conditions can be weighted by the entity implementing the contact center based on a relative importance of the factor to that entity. Embodiments can also include a set of analytics that provides insight into the correlation between the decision factors and desired outcomes which can be used, for example, for proper tuning of the algorithm based on an adjustment of the weight applied to these various factors.

主权项

1. A method for multi-dimensional routing of agent task assignments, the method comprising:
receiving a plurality of tasks, each task related to a consumer contact in a Customer Relationship Management (CRM) system; identifying a plurality of available agents for handling of the plurality of tasks; scoring each agent of the plurality of available agents against each task of the plurality of tasks based on a set of criteria, the set of criteria comprising a plurality of criterion, each criterion representing a different factor for consideration in routing of the tasks; and assigning an agent to each task of the plurality of tasks based on the scoring of each agent against each task.