AGENT RATING PREDICTION AND ROUTING

摘要

An agent rating prediction and routing mechanism provided by a contact center communication system for work assignment optimization is described along with various methods and mechanisms for administering the same. The prediction system proposed herein analyzes past agent performance, agent attributes, contact attributes, and customer attributes to calculate an outcome value and to provide a performance prediction for use in work item routing to contact center resources.

主权项

1. A method, comprising:
receiving a work item in a contact center, the work item being associated with a first customer and corresponding to a contact in the contact center to be processed by a contact center agent; predicting a first agent's ability to process the work item, wherein the first agent's ability to process the work item is predicted with a prediction model specifically created based on one or more attributes of the work item; predicting a second agent's ability to process the work item, wherein the second agent's ability to process the work item is predicted with the prediction model specifically created based on the one or more attributes of the work item; comparing the prediction for the first agent with the prediction for the second agent; and based on the comparison of predictions, assigning the work item to one of the first and second agents.