Adjustment of contact routing decisions to reward agent behavior

摘要

A contact center is described along with various methods and mechanisms for administering the same. The contact center proposed herein provides the ability to, among other things, reward positive agent behavior and performance by providing the agent with rewards and incentives. The rewards and incentives are provided to the agent by altering one or more aspects of the routing logic in the contact center.

主权项

1. A method, comprising:
determining by a server of a contact center that an agent of a plurality of the contact center agents has met a performance goal defined by one or more thresholds; based on determining that the agent has met the performance goal, the server identifying a reward which the agent is eligible to receive, the reward being a preferred work item in a work pool over at least one other work item in the work pool, wherein the work items in a work pool are each associated with contacts of the contact center; altering a routing logic of a work assignment mechanism in the contact center so as to provide the agent with the reward; and identifying a plurality of work items from the work pool; wherein the plurality of work items correspond to a predetermined number of work items in the work pool that have a higher wait time than work items not in the plurality of work items and wherein the plurality of work items correspond to work items that the agent is eligible to process; and wherein the plurality of work items further correspond to a predetermined number of work items in the work pool that have a higher projected revenue than work items not in the plurality of work items and wherein the plurality of work items correspond to work items that the agent is eligible to process.