| 摘要 |
The methods, apparatus, and systems described herein facilitate optimizing routing decisions. The methods include retrieving and/or predicting a profile of a current customer and future customers, determining which agents are currently available and which agents are expected to be available, and providing a routing recommendation based on the profile retrieval or prediction for the current customer and the future customers, and the currently available agents' and expected available agents' proficiency at handling customers with the retrieved and/or predicted profiles. |
| 主权项 |
1. A system configured to optimize the routing of incoming customer communications, 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, receive a customer communication;instructions, that when executed, retrieve or predict a first profile of the customer associated with the customer communication edict a second profile of a future customer;instructions, that when executed, return a list of currently available agents and expected available agents, wherein the currently available agents exclude agents that exceed a predetermined work threshold;instructions, that when executed, provide a routing recommendation to a communication distributor based on the retrieved or predicted first customer profile, the predicted second profile of the future customer, and currently available agents' and expected available agents' proficiency at handling customers with the retrieved or predicted profiles; andinstructions, that when executed, route the customer communication via the communication distributor to an agent based on the routing recommendation. |
