Managing transaction complexity in a contact center

摘要

A contact is received in a contact center. For example, an incoming voice call or email is received by the contact center. A complexity of the contact is determined. The complexity of the contact is how difficult the contact will be to process by an agent. For instance, the agent may have to do additional work outside the call based on the type of contact. In response to determining the complexity of the contact, the contact is routed to an agent of the contact center and a compensation of the agent is adjusted for servicing the contact.;The systems and methods can also work for multiple contacts that are processed by multiple agents. In addition, the systems and methods will work with outbound contacts.

主权项

1. A method comprising:
receiving, by a processor, an electronic transaction in a contact center; determining, by the processor, a complexity metric of the electronic transaction, based on a value reaching a threshold, wherein the value is based on; a networked blog site associated with the electronic transaction and a number of followers of the electronic transaction on the networked blog site; and in response to determining the complexity metric of the electronic transaction:
routing, by the processor, the electronic transaction to an agent of the contact center; andadjusting, by the processor, a compensation of the agent for servicing the electronic transaction.